Managed Contact Center / Reporting & Analytics

Custom Report Builder

Beyond the prebuilt report templates, you can build your own, choosing exactly which metrics, queues, agents, and date ranges to include. That way, the report on your desk matches the questions your business actually asks, not a generic template.

What can we choose when building a custom report?

You pick the data source: calls, queues, agents, or a specific campaign. Then you choose the metrics to include (answer rate, average handle time, missed calls, satisfaction scores, and more), the date range, and any filters — for example, only one department or one location.

Do we need technical skills to build one?

No. We built the report builder for a manager or business owner to use directly — a point-and-click interface for selecting metrics and filters. It never requires writing code or involving IT.

Can we save a custom report and reuse it later?

Yes. Once built, a custom report can be saved as a template, scheduled for automatic delivery like the built-in reports, and reused every week or month without rebuilding it from scratch.

Can we build a report that spans multiple queues or departments?

Yes — a custom report isn’t locked to a single queue. You can combine several queues or departments into one view when you want a company-wide picture, or isolate a single one when you need to focus.

What if we want to analyze this data outside the reporting tool itself?

You can export the underlying data for use in your own spreadsheets or business intelligence tools — see Data Export & BI Integration for how that works.