Reporting Overview
Overview
The Reports module provides system users and administrators with detailed insights into call activity, queue performance, agent behavior, and overall service metrics. This module enables users to monitor and evaluate call center operations efficiently by filtering data across various dimensions such as date, time, queue, agent, and call type.
How to access
Sidebar => Reports Icon
Once inside, you can navigate to different report types via the left-side menu:
Home
Distribution
Answered
Unanswered
Agents
Outbound
Search
AI Report
Call Evaluation
How to Use
Export the reports
You can export reports in different formats in all pages
Export as CSV
Export as Excel
Export as PDF
Search in reports
You can search in the reports by the data in the column
Change the table columns
You can change by selecting hide and show the columns in the report
Open the icon on the top and then select the needed columns you want to show
Click Submit
Export Charts
You can export charts in different formats
Export as SVG
Export as PNG
Export as CSV
Generate a call. Summary
You can generate a summary of the call and see the call transcript.
Step:
From the Options in the report, select
Then select generate call summary
Wait until the call summary is generated, then press refresh
Once generated:
You will see
Call summary
Sentiment
Includes:
Agent Name
Sentiment (display sentiment as an emoji and text (Positive, Neutral, Negative )
Call Recording
Call Transcript
You can download the transcript as text.
Note: If you didn't have enough credits to use AI, the system will display an error message, “You have exceeded the maximum limit for credits in AI Analysis service.”Related Articles
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