Reports & Analytics
Comprehensive reporting and analytics tools for tracking call performance, agent productivity, and customer interactions across all voice channels.
Available Reports
Call History & Reporting
Track and analyze all call activity with comprehensive filtering, role-based access, and export capabilities.
Key Features:
- ✅ Unified view of all call types (inbound queue, manual dialer, campaigns)
- ✅ Real-time updates as calls complete
- ✅ Advanced filtering by date, agent, campaign, direction, and status
- ✅ CSV export for external analysis
- ✅ Role-based access control
Who Uses This:
- Agents 👤 - View their own call history
- Managers 👥 - Monitor team performance and generate reports
- Admins 🔧 - Full system visibility and analytics
- Developers 💻 - API access and integration
View Call History Documentation →
Coming Soon
Real-time Analytics Dashboard
Live metrics and visualization of call center performance.
Planned Features:
- Live call volume charts
- Agent availability heatmaps
- Queue wait time trends
- First call resolution rates
- Customer satisfaction scores
Agent Performance Reports
Detailed productivity metrics for individual agents and teams.
Planned Metrics:
- Average handle time
- Calls per hour
- First call resolution
- Customer satisfaction ratings
- Quality scores
Campaign Analytics
Deep insights into outbound campaign effectiveness.
Planned Features:
- Contact rate analysis
- Conversion tracking
- Time-to-contact optimization
- List quality metrics
- ROI calculation
Report Access by Role
| Report Type | Agent 👤 | Manager 👥 | Admin 🔧 |
|---|---|---|---|
| Call History (Own) | ✅ | ✅ | ✅ |
| Call History (Team) | ❌ | ✅ | ✅ |
| Call History (All) | ❌ | ❌ | ✅ |
| Export CSV | ✅ | ✅ | ✅ |
| Real-time Analytics | ❌ | ✅ | ✅ |
| Agent Performance | ❌ | ✅ | ✅ |
| Campaign Reports | ❌ | ✅ | ✅ |
Data Sources
All reports pull from validated data sources:
- Twilio Call Logs - Manual dialer and campaign calls
- Call Histories - Inbound queue calls
- Queue Metrics - Real-time queue statistics
- Agent Activity - Login/logout tracking
- Campaign Data - Contact lists and outcomes
Export Formats
All reports support multiple export formats:
- CSV - Spreadsheet analysis
- PDF (Coming Soon) - Formatted reports
- JSON (API) - Programmatic access
- Excel (Coming Soon) - Advanced formatting