📞 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
🔄 CSV Report Workflow
This dashboard allows you to filter, view, and download call data in CSV format for in-depth analysis.
1️⃣ Filter Data
- Date Range: Pick standard (Last Month) or custom start/end dates (e.g.,
12/1/2023 to 12/31/2023)
- Call Status: Choose Completed, Cancelled, Failed, or All
- Call Direction: Inbound, Outbound, or All
- Agent(s): Filter by specific agents or view all
- Duration: Set minimum (
0 sec) and maximum (No limit) call lengths
Click the Filter button to apply your selections to the call log.
2️⃣ Export to CSV
- After filtering, press the .CSV button to instantly download the filtered call data as a CSV file.
- The CSV includes all matching records with columns for each key field (date, time, agent, status, duration, etc.).
- Use the CSV in Excel, Google Sheets, or other analytics tools for further reporting.
Tip: Use filters to limit export size (e.g., by date range or status) for faster processing and easier analysis.
3️⃣ Analyze Exported Data
- Open the CSV file in your preferred spreadsheet or BI tool.
- Create custom pivots, charts, or combine with other datasets for advanced insights.
- Repeat the process with different filters as needed.
📋 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.
