Managed Contact Center / Reporting & Analytics

Data Export & BI Integration

You can export call and queue data directly or connect it to your existing BI (Business Intelligence — the dashboards and analytics tools businesses use to track performance across departments — see Glossary) tools. That way, your phone system’s numbers sit alongside sales, marketing, and operations data. They don’t live in their own separate silo.

Why does this matter if we already have reports inside the phone system?

Built-in reports are great for day-to-day queue and agent management. However, leadership usually wants one combined view of the whole business. That means revenue, marketing spend, support volume, and call center performance together. Exporting the data lets your phone system contribute to that single view. Nobody has to manually copy numbers between tools.

What format does the data come in?

You can download raw call and queue data directly, or stream it to a connected BI platform. Either way, it comes in a structured format ready for standard analytics and dashboard tools.

Do we need a developer to set this up?

For straightforward exports, no — it’s largely configuration. For deeper, automated, real-time integration into a custom analytics pipeline, our Open API & Webhooks are the answer. They give a developer everything needed to build exactly that.

Can this replace building custom reports inside the phone system itself?

It complements it rather than replaces it. Use the Custom Report Builder for reporting specific to call center operations. Export the underlying data when you want it blended with the rest of your business metrics.

Is historical data included, or just data going forward?

Both. You can export your full call history, not just new activity from the point you turn on the integration. That makes year-over-year and long-term trend analysis possible from day one.