Call Reports
As a supervisor or administrator, you can view a variety of information about calls made to your services over a specific period.
The following table describes the various types of report available, including links to more information and instructions about their use.
| Report Type | Description | Further Reading |
|---|---|---|
| Call Totals |
A high-level report that provides basic totals for volume of calls, duration of calls, and billing costs across a specific period. |
Using the Call Totals Report |
| Call Lists | Provides a list of calls made during a specific period, including the date and time of the call, details about the caller, whether the call was answered, and links to a recording of the call (if available). | Using the Call Lists Report |
| Time In Queue |
Provides statistics for calls into queues, including how many were answered, and how long they spent queued. |
Using the Time in Queue Report |
| Licence Provisioning | Provides a summary of Agent licences provisioned to |
Using the Licence Provisioning Report |
| Licence Usage | Provides a heat map showing the percentage of provisioned licences that are in use by |
Using the Licence Usage Report |
Most reports that return a list of calls allow you to access comprehensive details of individual calls via the Call Details screen. Generally, if you see a call's ID listed as a hyperlink, clicking that link will take you to its details screen.