Managed Contact Center / Reporting & Analytics

Historical & Scheduled Reports

Beyond live, in-the-moment dashboards, the system keeps a full history of call and queue activity and can automatically generate and deliver reports on a schedule — daily, weekly, or monthly — straight to a manager’s inbox, with no one needing to remember to run them.

What kinds of reports are available out of the box?

Prebuilt templates cover the reporting a manager typically needs: agent performance, agent call summaries, missed-call reports, queue performance, average wait and talk time, and overall call activity across the business. These are ready to use immediately, no setup required.

Can we automate delivery so no one has to remember to pull a report?

Yes — that’s the point of a scheduled report. Set it once (who receives it, how often, which metrics) and it arrives automatically going forward, useful for a weekly team standup or a monthly ownership review.

What if the built-in templates don’t cover what we need?

You’re not limited to the defaults — see Custom Report Builder for building a report around exactly the metrics, date range, and queues your business cares about.

Can we compare performance across different time periods?

Yes. Historical reports let you look at trends over time — this month versus last month, this quarter versus the same quarter last year — so you can spot seasonal patterns or measure whether a process change actually improved things.

Can we export this data to use elsewhere?

Yes — reports can be downloaded or exported for use in spreadsheets or other business tools, and for larger-scale analysis see Data Export & BI Integration.