Reports
See how your calls are going, from half-hour intervals and agent scorecards to reports you build, save and send by email.
Where to find it
Home › Reports
Open this screen
Steps
- Open 🏠 Home › Reports.
- Pick a tab: “Intervals”, “Agents”, “Patterns”, “Report builder”, “Demand & sources”, “Saved & scheduled”, “Monthly & quarterly” or “Wallboards”.
- For the “Intervals” tab, choose the day with the date picker at the top right.
- Press “Compare 7d vs prior” to see calls, connected calls and sales for the last 7 days against the 7 days before.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Date picker (top right) | The day the “Intervals” tab shows: half-hour intervals and the service level projection. | Today |
| Compare 7d vs prior | Adds three tiles above the tabs: calls, connected calls and sales for the last 7 days, with the change against the 7 days before. | — |
| Tabs | Each tab is its own report. The tab you choose is kept in the address (?tab=), so a link opens the same tab. | Intervals |
Troubleshooting
A tab is empty.
Each report only shows rows when there are calls in its window. “No calls on this day.” means the chosen day has no calls; pick another day.
Some panels are missing for me.
Campaign economics, where the business comes from, the monthly and quarterly packs, scheduled emails and wallboard editing are for admins and managers only.
Tips
- Compare shows “no prior data” under a tile when the earlier week had none.
Good to know
- Reports count only the calls of your own organisation.
- Some panels are shown to admins and managers only.
Related how-tos
- Read the half-hour intervals and service level See, half hour by half hour, how many calls were offered, answered and abandoned on one day, and whether each queue is on track for its service level.
- Compare agents with scorecards See each agent’s calls, connect rate, conversion, talk time, average call and quality score for the last 30 days.
- Build your own report and export it Choose what to group by and what to count, run the report and download it as a CSV file.
- Save a report and open it again Keep the choices you made in the report builder under a name, share them with your team, and open them again later.
- Wallboard Show the desk's live numbers large enough to read across the room: waiting calls, wait time, service level, agents, queues, today's leaderboard and alerts.
- Voice analytics and overview See how many calls your AI agent picked up, how often it answered, and when callers were put through to a person.
- See when calls arrive, occupancy and lead sources See a weekday-by-hour heat map of calls, how busy each agent is today, and which lead sources turn into sales.
- See arrivals by hour and campaign economics See at which hours calls arrive on an average day and, for managers, what each campaign costs per sale.