Reports and Analytics

Summarises all conversations opened for a particular channel during a particular period of time.

Shows the percentage of channel sessions closed due to a particular disposition.

This report shows customers who have made multiple calls/chats within a specified timeframe.

Provides a summary of outbound conversations.

 Provides the details of a customer conversation including a conversation's direction, queue name, list name, start time, end time, duration, agent's name, customer's name, routing mode of the conversation, internal transferred count, external transfer, percentage of agent/bot participation, transcript, and disposition.

Summarises all conversations over a period of time regardless of the channel type and the queue

Provides the details of the Multiple channel sessions in a conversation.

 Provides the details of each individual channel session in a conversation

Shows a bar chart display of the total number of conversations handled by Agent, Bot and Network

Provides the count of conversations along with associated wrap-up category and reason

The Team Comparison Report provides a visual and tabular comparison of team-level evaluation scores over a selected time range. It supports filters by team, evaluation form (questionnaire), section (question group), and individual questions, allowing managers to analyze performance trends across multiple teams. The report displays data across different time scales (daily, weekly, monthly, yearly).

The Agent & Team Leaderboard displays ranked performance data based on evaluation results. It aggregates scores across teams and agents, allowing users to compare quality performance against defined benchmarks. The report includes metrics such as the number of reviews, average scores, and score variance (standard deviation), enabling identification of top and low performers.

The Evaluator Comparison Report provides a visual and tabular comparison of how multiple evaluators have scored a single agent using the same evaluation form (questionnaire). It helps identify scoring variations and alignment across evaluators, supporting calibration and consistency in quality assessments. The report supports filtering by date, team, agent, and questionnaire.

Evaluation Volume report shows evaluation counts by status (planned, in progress, completed) for selected time periods (day, week, month, year). Data appears in both tabular and graphical view to track progress and trends.

Skills Assessment report displays agent or team performance based on evaluation form scores. Supports graphical and tabular views, with filters for date, teams, agents, and questionnaires (Evaluation Form). When multiple agents are selected, the report shows average scores per form.

Provides MRD-wise  agent's availability statistics for each agent of the team to take necessary measures to improve the contact center performance.  

Shows a detail of all conversation tasks handled/answered by the agent on queue including RONA.

Displays the details of all the not ready reasons of the agents.

Displays the summary of all the not ready reasons of the agents.

Show all conversation tasks handled/answered by the agent on queue in different time intervals segregated by 15 minutes interval.

Provides the concise summary of an agent's productivity by a queue, and also highlights the total number of tasks assigned to the agent per queue.

Shows the count of all tasks transferred out from a specific queue in the form of bar chart.

Provides statistics of a queue for the current day since midnight

Shows the agent's key performance indicators to intervals (15 minutes).

Displays the count of conversations closed forcefully in each queue by the administrator or supervisor

Provides a summary of the time duration of agents' state in ready or not-ready and the reason for being in a not-ready state. This helps the business to monitor the duration of the agent in each particular state for better visualization.

Provides the count of requests received per queue, such as the number of chats or calls in case of voice offered, DONE, cancelled, transferred, etc., to view and analyze the performance of queues. 

Shows the summary of campaign contact status grouped by call result.

Shows the details of calls connected. It does not include any sort of abandoned calls.

Shows the dial or success rate of a campaign.

Shows the calls attempted by the dialer and not connected with the end user for any reason. The report includes agent-based and IVR-based campaign calls.

Summarizes the journey of IVR activities per day

Detail IVR journey of the customer for each call

Shows the summary of the webrtc generated links.

Shows the details of webrtc link.