Reports Screen Walkthrough

Overview

The Reports screen provides analytics and exportable reports on call activity, agent performance, queue metrics, and more.

How to Access

From the sidebar, click Reports.

Available Report Types

• Call Summary — Overview of call volume, duration, and answer rate
• Agent Performance — Individual agent metrics (calls handled, average handle time)
• Queue Performance — Queue statistics (wait time, abandon rate, SLA)
• DID Usage — Call volume per DID
• Hourly Distribution — Call patterns by time of day

Generating Reports

1. Select the Report Type
2. Choose the Date Range
3. Apply any Filters (environment, queue, agent)
4. Click Generate
5. Export as CSV or PDF if needed

Related Articles

• Call Logs Screen
• Dashboard Overview