Supervising

Reports

Reports sit under /call-center/reports and split into two tabs.

Filters

A shared filter bar drives every table: a date range plus multi-select filters.

The shared filter bar drives every report: a date range and a queue selection, here across the last 30 days.
The shared filter bar drives every report: a date range and a queue selection, here across the last 30 days.

Queue reports

/call-center/reports/queue

ReportWhat it answers
Queue summary
Service levelThe share of calls answered inside your target
Call lengthHow long calls ran
UnansweredCalls that reached a queue and were never answered
TransfersWhere calls were passed on to
Disconnection causeWhy calls ended
DistributionHow calls spread across the period
Service level: the share of calls answered inside the target, the spread of answered wait times, and the same figures per queue.
Service level: the share of calls answered inside the target, the spread of answered wait times, and the same figures per queue.

Rows expand into the calls behind the number, and from there into each leg, so a figure can be traced back to the calls that produced it.

Agent reports

/call-center/reports/agents

Agent reports: volume and handling time per agent, with workload bars comparing them across the period.
Agent reports: volume and handling time per agent, with workload bars comparing them across the period.