Using reports
Administrators and Supervisors can use reports to analyze call center workload and Agents performance. Every report provides a diagram and historical data in a table below.
Supervisor can access Reports and view report data for their Teams only.
Report metrics
Metrics are described using Calls report as an example. Each metric has a hint with the description.
Calls - sum total of inbound and outbound calls.
Average talk time - average call duration. Inbound call duration is counted from call answer until it ended (client hung up, call was transferred, etc.). For outbound calls duration is counted from client's answer until the call was finished by Agent or client.
Inbound calls - the amount of inbound calls received by Agents.
Answered - the amount of inbound calls that were answered.
% Answered - share of answered calls from all inbound calls.
Outbound calls - the amount of outbound calls made by Agents.
Successful - the amount of successful outbound calls made by Agents. The duration of the successful outbound call is configured in company settings, by default it's 15 seconds.
% Successful - share of successful outbound calls from all outbound calls.
- click to display that metric on a diagram above the table. 
- click to display percentage for that metric instead of values. 
- click to sort data in a table.
Report Filters
Choose a time period to filter report data and select an available time interval (Hour, Day, Week and Month) to group historical data.
Drill Down
Click a specific time interval in a table to see calls data.
