Reports
Analyze call center performance with charts and metrics
Reports help you understand call center performance through metrics, charts, and exportable data.
Report Types
Call Reports
| Report | What It Shows |
|---|---|
| Call Volume | Total calls over time with trends |
| Hourly Distribution | When calls happen (by hour) |
| Weekday Analysis | Busiest days of the week |
| Missed Calls | Calls not answered |
| Callback Effectiveness | % of missed calls returned |
Operator Reports
| Report | What It Shows |
|---|---|
| Performance Table | All operators with key metrics |
| Leaders Chart | Top performers by calls/actions |
| Activity Trends | Operator performance over time |
| Comparison | Side-by-side operator analysis |
Time Reports
| Report | What It Shows |
|---|---|
| Work Time | Hours worked per employee |
| Late Arrivals | Who was late and when |
| Break Time | Time spent on breaks |
| Attendance | Scheduled vs actual hours |
Using the Dashboard for Reports
Most reports are available as dashboard widgets:
- Go to Dashboard
- Click Edit → Add Widget
- Search for the report type
- Add to your dashboard
Filtering Reports
Date Range
Select the time period to analyze:
- Today / Yesterday
- This Week / Last Week
- This Month / Last Month
- Custom range
Period Comparison
Enable comparison to see current vs previous period:
- Shows % change
- Highlights improvements/declines
By Operator
Focus on specific team members.
By Position
View data for a department/role.
Key Metrics Explained
Call Metrics
| Metric | Description | Good Value |
|---|---|---|
| Answer Rate | % of calls answered | > 90% |
| Missed Rate | % of calls missed | < 10% |
| Callback Rate | % of missed calls returned | > 80% |
| Avg Wait Time | Time before answer | < 30 sec |
| Avg Talk Time | Conversation length | Varies |
Operator Metrics
| Metric | Description |
|---|---|
| Calls Handled | Total calls taken |
| Avg Handle Time | Wait + Talk time |
| Utilization | % time on calls |
| Quality Score | Performance rating |
Hourly Heatmaps
The hourly report shows call patterns:
- Rows: Hours (0-23)
- Columns: Days or metrics
- Color intensity: Volume
Use this to:
- Identify peak hours
- Plan staffing
- Set expectations
Exporting Reports
To Excel
- Open the report/widget
- Click Export → Excel
- Download .xlsx file
To CSV
- Open the report/widget
- Click Export → CSV
- Download .csv file
Exports include all data for the selected filters, not just visible rows.
Scheduled Reports
Set up automatic report delivery:
- Go to Settings → Scheduled Reports
- Click Add Report
- Configure:
- Report type
- Schedule (daily/weekly/monthly)
- Recipients (email)
- Filters
- Save
Reports are emailed as PDF or Excel attachments.
Bitrix24 Reports
If Bitrix24 integration is enabled, additional reports are available:
| Report | What It Shows |
|---|---|
| Leads by Source | Where leads come from |
| Deals Funnel | Sales pipeline stages |
| Revenue by User | Who's closing deals |
| Department KPIs | Team performance |
Building Custom Views
Combine multiple widgets to create custom report views:
- Create a new dashboard tab
- Add relevant widgets
- Arrange as needed
- Save the layout
Switch between tabs for different reporting focuses.
Tips for Better Reporting
- Use period comparison — understand trends, not just absolutes
- Filter thoughtfully — too many filters can hide patterns
- Check regularly — daily for operations, weekly for trends
- Export for meetings — share data with stakeholders
- Set baselines — know what "normal" looks like