Reports

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

  • Filter based on AI status

You can filter tables based on the AI status on generating a call summary 

Steps:

  1. From dropdown

  1. Select status you want to display 

  1. The table will be reflected with new criteria 


  • Generate a call. Summary

  You can generate a summary of the call and see the call transcript.


Step:

  1. From the Options in the report, select

  2. Then select generate call summary 

  1. 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.


AlertNote: 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.”

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