Home and reports
Reports
One page lists every report you can open, grouped by area. Pin favourites in the sidebar, schedule any report to arrive by email, and export the figures.
Contents: Who can use it · The Reports hub · All reports · Schedule a report · My scheduled reports · Export · Example · Tips · FAQ
Who can use it
Staff whose role includes the relevant report permission. Each report also needs its module (and, for call reports, the call-reports plan feature). The Reports group is hidden if you cannot open any report. Scheduling needs the right to open the report; recipients who cannot open it are skipped.
Where: Reports → All reports. The sidebar also pins four shortcuts: Call summary, Queue report, SLA report and Deal report.
The Reports hub
The hub, titled Reports ("Every report you can open, by area"), shows a card per report, grouped by area: Calls, Queues, Tickets, Sales, People.
| Control | What it does |
|---|---|
| Open (click the card) | Opens the report |
| Live tag | A live screen (the wallboard) rather than a period report |
| Schedule | Opens the schedule form for that report |
| "{n} schedules" | Shows how many email schedules you have for it |
| My scheduled reports | Opens the list of your schedules |
If your role has no reports: "No reports yet. Your role does not include any reports. Ask an administrator for access."
All reports
| Area | Report | What it tells you |
|---|---|---|
| Calls | Call summary | Call volume, answered and missed calls, and how they compare with the period before |
| Call CSAT | How callers rated their calls in the after-call survey | |
| Call quality | MOS, packet loss and jitter, and where poor calls come from (trunk, extension, hour) | |
| Call costs | Estimated cost of outside calls by trunk or destination, from your rate decks | |
| Queues | Queue report | Service level, waits and abandoned calls for each queue |
| Queue wallboard | Live callers and agents per queue, for a wall screen | |
| Break report | How long queue agents were on break, and why | |
| Tickets | SLA report | First-response and resolution targets met, by period |
| Ticket CSAT | How customers rated resolved tickets | |
| Sales | Deal report | Wins and losses, lost reasons and the weighted forecast |
| People | Attendance summary | Attendance totals per employee for a period |
| Agent performance | Per agent: calls handled, answered %, handle time, tickets resolved, SLA, CSAT, tasks and deals won, ranked |
Phone reports need the phone module; ticket reports need tickets; the attendance report needs HR. Reports of other modules, such as Quality and Workforce reports, live inside their own sections (Quality, Workforce).
Each report has its own date range, filters and refresh controls on its page. For what the figures mean see Queues, Call history, SLA, Deals and Attendance.
Schedule a report
Scheduled reports are emailed on a timetable so you do not have to remember to open them.
- On the hub click Schedule on the report's card.
- In Schedule this report fill in:
| Field | What to enter |
|---|---|
| Name | Used as the email subject. Empty uses the report name |
| How often | Every day, Every week, Every month |
| Send at | The time, in the workspace time zone |
| On (weekly) | The weekday, Monday to Sunday |
| On day (monthly) | A day of the month, or Last day. A shorter month sends on its last day |
| Covering | The period up to the moment it is sent: Today so far, Yesterday, The last 7 days, Last week (Mon to Sun), This month so far, Last month |
| Send to | People in the workspace (Choose people); at least one |
- Click Save. You see "Report scheduled".
Anyone who cannot open the report is skipped when it is sent, so the report never reaches someone who should not see it.
My scheduled reports
Reports → All reports → My scheduled reports lists your schedules ("Reports emailed to you and your team on a schedule"). Each row shows when it goes ("Every Monday at 08:00"), the period it covers, the number of recipients, the next send time and the last result.
| Control | What it does |
|---|---|
| Switch (Active / Paused) | Pause or resume without deleting |
| Send now (paper plane) | Sends once immediately; a message says "Sent to {n} people ({n} skipped)" |
| Edit (pencil) | Opens Edit schedule |
| Delete (bin) | Asks "Delete the schedule ...?" |
| Last-result tag | Sent, Partly sent, Not sent, Failed |
If you have none: "No scheduled reports yet" with a button Go to the Reports hub.
Exports
Several reports (for example Queue report, Call CSAT, Break report, SLA report, Ticket CSAT, Deal report) include an export button on their own page, usually Export or Download CSV, that saves the figures for the period and filters you chose. Look at the top right of the report page; the exact name differs by report. The export of call reports is a plan feature; the page says "Upgrade for the call summary report and CSV exports" if your plan lacks it. When a large export finishes you receive an Exports and bulk updates notice (notification preferences).
Example scenario
Rafiq wants the weekly SLA figures in his inbox. On the hub he clicks Schedule on SLA report, names it "Weekly SLA", chooses Every week on Monday at 08:00, Covering Last week (Mon to Sun), and adds himself and Nusrat as recipients. On Monday morning the email arrives. Later he clicks Send now to test a change to the recipient list.
Tips
- Schedule monthly reports for Last month on day 1 or 2 so the period is complete.
- Pause a schedule instead of deleting it when someone is away.
- Use the pinned sidebar reports for daily checks and the hub for the rest.
Troubleshooting and FAQ
A report is missing from the hub. Your role or plan does not include it (see Who can use it).
A recipient did not get the email. They may lack permission for the report (skipped), or the email went to spam. The last result shows "{n} sent, {n} skipped".
The schedule sends at the wrong hour. Times follow the workspace time zone; check it in Organizations and branches.
Can I schedule a live report? The Queue wallboard is live; schedule a period report such as the Queue report instead.