The Reports section is used to access, generate, and manage analytical reports within the Call Center system. It allows users to review operational performance across agents, calls, dialer campaigns, tickets, email, SMS, and web chat.
The available report categories are displayed based on the applications included in the current system license.
This section helps administrators and supervisors monitor Call Center activity, analyze performance metrics, and maintain generated report files for further review or external use.
Report Categories
The Report Categories section organizes available reports by functional area.
Agent Reports: Provides reports related to agent performance, productivity, login activity, and operational metrics.
Call Reports: Provides reports related to call volume, duration, outcomes, and call activity.
Auto Dialer Reports: Provides reports related to dialer campaign performance and results.
Tickets Reports: Provides reports related to ticket activity, resolution, and response performance.
Email Reports: Provides reports related to email channel activity and response performance.
SMS Reports: Provides reports related to SMS delivery, engagement, and campaign results.
Web Chat Reports: Provides reports related to chat sessions, conversations, and interaction activity.
Report Actions
The available actions allow administrators to export or generate the report.
Export: Exports the currently displayed report data in an available file format.
Generate Report: Creates a report file and makes it available in the Generated Reports section.
Generated Reports
The Generated Reports section is used to review and manage reports that have already been generated by the Call Center system.
Generated Report List
The generated report list displays saved report files and their key details.