Reporting
The Reporting section allows you to generate comprehensive reports on agent performance. Analyze metrics, track trends, and export data for further analysis.Reporting is currently in BETA. Features may change and improve based on user feedback.
Accessing Reports
Navigate to Calls → Reporting or click the “Agent Reports” button from the Call History page.Report Overview
Reports provide aggregated metrics by:- Individual agents
- Date ranges
- Custom time periods
Metrics Available
| Metric | Description |
|---|---|
| 📊 Leads | Number of contacts/calls |
| 🎯 Quality | Call quality score |
| 📞 Total Calls | All calls in period |
| ✅ Completed | Successfully finished calls |
| 🔄 Conversions | Successful outcomes |
| 📈 Conversion Rate | Percentage of successful calls |
| 📥 Inbound | Incoming calls |
| 📤 Outbound | Outgoing calls |
| ↗️ Transfers | Calls transferred to humans |
| ⏱️ Avg Duration | Average call length |
| 🗣️ Talk Time | Total conversation time |
| ⭐ NPS | Net Promoter Score (if enabled) |
Generating a Report
Report Table
The report displays data in a comprehensive table:Fixed Columns
- # - Row number
- Date/Agent - Grouping identifier
Scrollable Metrics
Scroll horizontally to view all metrics:- Leads, Quality, Calls, Completed
- Conversions, Conversion Rate
- Inbound, Outbound, Transfers
- Avg Duration, Talk Time, NPS
Exporting Reports
Export Formats
Click Export to to download your report:| Format | Description | Use Case |
|---|---|---|
| 📊 CSV | Comma-separated values | Excel, Google Sheets, data analysis |
| 📑 Excel | .xlsx format | Direct Excel import with formatting |
Export Process
- Click Export to button
- Select your preferred format
- File downloads automatically
- The button shows “Exporting…” during generation
Large reports may take a few seconds to generate. The button will be disabled during export.
Understanding Metrics
Conversion Rate
Average Duration
Average length of completed calls, excluding calls that didn’t connect.Talk Time
Total accumulated conversation time for all calls in the period.Filtering Tips
Compare Periods
Run reports for different date ranges to track trends over time.
Per-Agent Analysis
Filter by individual agents to compare performance.
Weekly Reviews
Schedule weekly report exports for team meetings.
Identify Patterns
Look for patterns in inbound vs outbound success rates.
Dashboard Integration
Reports can be used to:- Track team KPIs
- Identify training opportunities
- Measure campaign effectiveness
- Compare agent performance
Best Practices
Regular Reporting Cadence
| Frequency | Purpose |
|---|---|
| Daily | Operational monitoring |
| Weekly | Team performance reviews |
| Monthly | Business metrics tracking |
| Quarterly | Strategic analysis |
Key Metrics to Track
Limitations
Current beta limitations:- Maximum 90-day report range
- Export limited to 10,000 rows
- Real-time data may have a 5-minute delay