Reporting Overview
Updated at March 7th, 2025
Table of Contents
Overview
The Reporting feature provides contact centre supervisors with powerful tools to generate historical reports on system performance, agent activity, customer interactions, and service levels. By utilising reporting, supervisors can make data-driven decisions to optimise operations, improve efficiency, and ensure compliance with service level agreements (SLAs). The reports offer insights into various aspects of the contact centre, including call handling, email processing, and outbound campaign success.
Accessing the Reporting Feature
- Navigate to the Reporting menu in the Supervisor application.
- The ‘Reporting Allowed’ authorisation is required to access this feature.
- Supervisors can create, view, edit, and generate reports based on predefined report definitions.
Creating a Report Definition
To generate a report, a report definition must first be created. This defines the data variables, reporting period, and output format.
Steps to Create a Report Definition
- Click ‘Add’ in the Reporting menu to open the Report Wizard.
- Select Report Type – Choose from a list of predefined report types.
- Select Data Parameters – Define the scope of the report, including routers, groups, users, agents, or departments.
- Set Reporting Period – Choose a timeframe for data retrieval.
- Choose Aggregation Level – Set how data is summarised (e.g., per hour, per day, per week).
- Schedule Report (Optional) – Define a schedule for automatic report generation.
- Select Output Format – Options include on-screen display, PDF, HTML, or email delivery.
- Save Report Definition – The report can be generated at any time by selecting it from the Reporting menu.
Reports Overview
Reports are categorised into different levels, covering system-wide, router-specific, agent performance, and optional module reports.
System-Level Reports
| Report | Description |
|---|---|
| Summary Report | Provides an overview of all call flow modules, including channels, routers, menus, transfers, and call terminations. |
| Voicecall Analysis | Displays detailed insights into inbound and outbound calls, including time-based breakdowns. |
| Login Log | Tracks user login activity, including successful and failed login attempts. |
| Router Event Log | The Event Log report provides a record of system events related to actions performed by or involving Agents and Routers. This report is being phased out and is no longer available in the Report Wizard. However, existing reports can still be accessed. |
| License Usage | Monitors the usage of system licences to ensure compliance and availability. |
| Application Prompts | Lists configured system prompts for different languages. |
| User Outgoing Calls | Displays details of outbound calls initiated by users or the system. |
| Journal Log | Logs changes made in the system by administrators and supervisors. |
Router-Level Reports
| Report | Description |
| Router Abandoned Call Analysis | This report provides an overview of calls that were abandoned while queued in a Router. It shows how long the calls were queued before abandonment. |
| Router Analysis | This report provides a detailed overview of Router calls, similar to the Summary report, but with more detailed information split into time slices. |
| Router Performance Analysis | This report shows performance data for calls handled by the selected Router(s), broken down by time segments. |
| Router Forwarding | This report shows the origin of the Router calls, detailing whether they came from external sources or were forwarded internally to the Router. |
| Agent Call Duration Analysis | This report presents Agent performance data broken down by time slice, including the number and duration of routed calls. |
| Agent Consultation Analysis | This report provides details on consultation calls made by Agents. It includes data per Agent and consulted destination, with summaries for each destination. |
| Router Call Qualification | This report shows how often Agents selected a Call Qualification for each selected Router during the report period. |
| Call Qualification Summary | This report shows how frequently Agents selected a Call Qualification across all Routers during the report period. |
| Router Traffic Matrix | This report displays the number of incoming calls for the selected Router(s) during the report period. It is organized in a matrix by time segment (e.g., per day, weekday, or calendar day). |
| Router Repetition Traffic | This report shows how often the same callers have called the selected Router(s) during the report period, along with call duration details for each repeat caller. |
| Router Skills Analysis | This report provides details on the number and duration of routed calls for each selected Skill. |
| Router Service Level Analysis | This report shows service level performance data for answering routed calls for each selected Router(s). |
| Router Group Performance | This report shows the performance of Agent Groups for the selected Routers, detailing how well each group handled calls. |
| Router Skills Level Analysis | This report shows which Skills and Skill Levels were used by Agents to answer calls for each selected Router. |
Agent-Level Reports
| Report | Description |
|---|---|
| Agent Performance | Displays details related to each Agent's performance, based on the selected Routers. Information is listed per Agent. |
| Agent Status | Shows how frequently an Agent switches to a not-ready status, along with the duration of time spent in that status. |
| Agent Time Analysis | Provides an analysis of the Agent's time usage, including logon and logoff times and the duration spent in different statuses. |
| Agent Analysis | Breaks down the time spent by each Agent on different types of calls and their availability. |
| Agent Call Qualification | Shows how often an Agent selects a Call Qualification during calls. |
| Department Performance Analysis | Assesses the performance of the department in handling routed calls. |
| Agent Summary | Offers a brief overview of each Agent's call handling and status information. |
Reports for Optional Modules
| Report | Description |
|---|---|
| Recording Journal Log | Displays the journal log details for the selected Recordings. |
| Identification Report | Shows the number of positive identifications made for callers. |
| Interview Summary | Provides a summary of the answers from the selected Interviews. |
| Interview Results | Displays the scores for each Interview Question throughout the day and highlights 'bad' scores. |
| Agent Interview Results | Shows the responses from Interviews for calls handled by the selected Agents. |
| Router Interview Acceptance | Displays information about the acceptance of Interviews by Routers. |
| Outbound Services Analysis | Provides details of the selected Outbound Services, broken down by time segments within the report period. |
| Email Services Analysis | Shows the number of incoming emails, completion times, and results for the selected Email account across time segments. |
| Email Qualification | Displays how often each Qualifier was selected for each Email account. |
| Agent Email Performance | Provides performance data for the selected Agents in handling email messages, based on the selected Email account. |
| Voicemail Analysis | Shows the number of messages and response times for selected Voicemail accounts. |
| Chat Analysis | Displays information on the handling of Web chat conversations for the selected Routers. |
| Agent Chat Performance | Provides performance data for the selected Routers and Agents on handling Web chat conversations. |
| MessageResource | Provides details about the selected Voicemail boxes (MessageBoxes). |
| User APP | Displays specific information for the custom-made User APP. |
| Outbound Campaign Analysis | Shows data for the selected Campaigns, such as the number of attempts made. |
| Group Analysis | Displays the number of calls and caller information for each selected User Group. |
Generating and Viewing Reports
- Reports can be generated manually or scheduled for automatic generation.
- Once generated, reports can be viewed on-screen, exported, or printed.
- Reports can be modified by editing the report definition.
- Certain reports provide shortcuts to related reports, allowing deeper analysis.
Best Practices for Reporting
- Use Aggregation Levels Wisely – Ensure time slices (e.g., per hour, per day) match the report period.
- Schedule Reports for Efficiency – Automate regular reports to save time.
- Utilise Report Filters – Narrow down data for more relevant insights.
- Export for Further Analysis – Use Excel or PDF exports for deeper examination.
By leveraging the Reporting feature effectively, supervisors can gain valuable insights into contact centre operations, drive performance improvements, and maintain high service standards.
