Get a full overview of your projects with call center reporting

• Logs: records of phone calls, email and text exchanges, and user status and activities. Logs contain information such as duration, timestamp, content and outcome of the communication or what tasks users (e.g. agents) carry out or how much time they spend on a break.
• Monitoring: real-time insights into daily operations, such as progress tracking, quality and quantity of calls, current changes (for example, in a survey project). Admins can listen to ongoing conversations, transfer agents or change their status, or assist agents who are on the phone, either with or without the customer hearing them.
• Statistics: quantitative data about database changes, dispositions and calls over a set period of time.

Track and display KPIs in a way that is meaningful to your team. Choose from a wide range of system metrics or set up your own with a few clicks, and organize your dashboard with an easy drag-and-drop method. Set thresholds for your KPIs and SLAs combined with color coding, so the team can always know whether they’re on the right track just by looking at the dashboard.

To see the full picture of your contact center operations, display data from across all channels in one place. Export data and create reports with just a few clicks, and share them easily with external users, such as stakeholders, decision makers and other departments who don’t necessarily have access to the software.

Access CDR (Call Detail Record) logs to see all records in a given project for a specific period. Find out useful information about interactions such as the direction of the call, the contact’s name, call time and duration, ring time, talk time and a lot more. You can also access and download the call recordings from the CDR log.

Create detailed reports by exporting data that is relevant to you and share it with external users through a web-based link.