Reporting
Scheduled reports, analytics exports, and custom date range reporting in VoiceCenter.
VoiceCenter provides built-in reporting tools that let you track call performance, agent productivity, and queue health. Reports can be viewed on-screen, exported as CSV, or scheduled for automatic delivery.
Available Reports
| Report | Page | What It Shows |
|---|---|---|
| Call Analytics | /analytics/calls | Call volume, answer rate, trends by hour/day, direction breakdown |
| Agent Performance | /analytics/agents | Per-agent metrics: calls handled, average handle time, ACW time, availability |
| Queue Analytics | /analytics | Queue SLA, wait times, abandonment rates, callback completion |
| Call Logs | /voice/logs | Detailed call-by-call history with filters |
| Voice Analytics | /voice/analytics | Call performance summaries and cost/revenue data |
Using the Analytics Pages
Call Analytics
Navigate to Analytics > Calls for an overview of call activity across your team.
Key sections:
| Section | Description |
|---|---|
| Call Volume Chart | Bar or line chart showing call counts over time (hourly, daily, weekly) |
| Direction Breakdown | Split between inbound and outbound calls |
| Outcome Summary | Answered, missed, voicemail, and abandoned call counts |
| Busiest Hours | Heatmap or chart showing peak call times |
| Trend Comparison | Current period compared to the previous period |
Agent Performance
Navigate to Analytics > Agents to review individual agent metrics.
| Metric | Description |
|---|---|
| Calls Handled | Total calls the agent answered |
| Avg. Handle Time | Average duration of calls including talk time and ACW |
| Avg. Talk Time | Average duration of the conversation only |
| Avg. ACW Time | Average time spent in after-call work |
| Missed Calls | Calls offered but not answered |
| Availability % | Percentage of time the agent was in an available state |
Date Range Selection
All analytics pages support custom date ranges. Use the date picker in the toolbar to select:
| Option | Range |
|---|---|
| Today | Current day |
| Yesterday | Previous day |
| Last 7 Days | Rolling week |
| Last 30 Days | Rolling month |
| This Month | Calendar month to date |
| Last Month | Previous calendar month |
| Custom Range | Pick any start and end date |
Comparing periods
Select a date range to see metrics for that period. The dashboard shows trend arrows comparing the selected period against the equivalent previous period (e.g., this week vs. last week).
Exporting Data
CSV Export
Most report pages include an Export CSV button. The export includes all records matching your current filters.
Apply filters
Set the date range, agent, queue, or direction filters to narrow the data set.
Click Export CSV
Click the Export CSV button in the toolbar. The file downloads to your browser.
Open in a spreadsheet
Open the CSV file in Excel, Google Sheets, or any spreadsheet application for further analysis.
Call Log Export
The Call Logs page (Voice > Call Logs) supports CSV export with these fields:
| Field | Description |
|---|---|
| Date/Time | When the call started |
| Direction | Inbound or Outbound |
| Caller | The originating number |
| Destination | The receiving number or extension |
| Duration | Call length in seconds |
| Status | Answered, Missed, Voicemail, etc. |
| Agent | The agent who handled the call |
| Wrap-Up Code | Disposition assigned after the call |
| Cost | Call cost (if rate decks are configured) |
Scheduled Reports
Administrators can configure reports to be generated and sent automatically.
Go to report scheduling
Navigate to the analytics page for the report type you want to schedule.
Configure the schedule
Set the frequency (daily, weekly, or monthly), the recipient email addresses, and the report parameters (date range, filters).
Save the schedule
The system generates the report at the configured interval and delivers it via email.
Email delivery
Scheduled report delivery requires SMTP to be configured on the server. If email is not set up, reports can still be generated manually from the analytics pages.
Common Reporting Workflows
| Goal | Steps |
|---|---|
| Weekly team review | Open Agent Performance, set Last 7 Days, export CSV, share with team |
| Identify peak hours | Open Call Analytics, set Last 30 Days, review the Busiest Hours heatmap |
| Track SLA trends | Open Queue Analytics, compare this week to last week |
| Investigate a complaint | Open Call Logs, filter by caller number, find the specific call record |