📞 Call Reports
Monitor and analyze your communication performance with detailed call reports and real-time analytics.
🎯 Overview
The Call Reports system provides comprehensive tracking and analysis of all voice communications, enabling data-driven decisions for improving customer engagement and agent performance.
Key Benefits
- 📊 Real-time Analytics - Live call monitoring and instant metrics
- 🔍 Advanced Filtering - Precise data segmentation and analysis
- 📈 Performance Insights - Identify trends and optimization opportunities
- 📱 Multi-channel Tracking - Monitor inbound, outbound, and AI-assisted calls
🔄 Workflow
1. Data Collection
- Automatic capture of all call activities
- Real-time status updates (Completed, Cancelled, Failed)
- Integration with AI agents and dialer systems
2. Filter & Search
- Date Range: Custom time periods or predefined ranges
- Call Direction: Inbound, outbound, or all calls
- Status Filter: Completed, cancelled, failed calls
- Agent Selection: Individual or team performance
- Duration Limits: Min/max call length filtering
3. Analysis & Export
- View detailed call transcriptions
- Listen to call recordings with playback controls
- Export filtered data for external analysis
- Generate performance reports
📋 Report Fields
| Field | Description | Use Case |
|---|
| Sr.No | Sequential record number | Quick reference and navigation |
| First Name | Caller’s first name (if available) | Personalize reports and identify customers |
| Last Name | Caller’s last name (if available) | Further identification and customer tracking |
| From Number | Caller’s phone number | Identify call sources and customer tracking |
| To Number | Recipient’s phone number | Monitor destination patterns |
| Transcription | AI-generated call transcript | Content analysis and quality review |
| Status | Call completion state | Performance tracking and issue identification |
| Date/Time | Call timestamp | Trend analysis and scheduling insights |
| Duration | Call length with playback | Efficiency metrics and engagement measurement |
Status Types
- ✅ Completed - Successfully connected and finished
- ❌ Cancelled - Call terminated before connection
- ⚠️ Failed - Technical issues or connectivity problems
🎛️ Filter Controls
Primary Filters
- 📅 Date Range: Last Week, Month, Custom dates
- 📞 Call Direction: All, Inbound, Outbound
- 👥 Agents: All agents or specific selections
- ⏱️ Duration: Minimum and maximum call lengths
Advanced Options
- 🔍 Text Search: Find specific transcription content
- 📊 Status Filtering: Focus on specific call outcomes
- 🔢 Results Limit: Control data display (10, 25, 50, 100 entries)
🎵 Audio Playback
Features
- ▶️ Play/Pause Controls - Navigate through recordings
- ⏭️ Speed Control - Adjust playback speed (0.5x to 2x)
- 🔊 Volume Control - Audio level adjustment
- 📝 Transcript Sync - Follow along with text while listening
🔧 Troubleshooting
| Issue | Solution |
|---|
| No audio playback | Check browser permissions and audio settings |
| Missing transcriptions | Verify AI transcription service is enabled |
| Slow loading | Reduce date range or apply more specific filters |
| Export failures | Check data size limits and try smaller datasets |
Pro Tip: Use the advanced filters to create custom views for different stakeholders. Sales teams might focus on completed calls with longer durations, while support teams may prioritize failed calls for follow-up.
