Email Reports
This page allows users to view, create, and manage automated email reports that are sent on a scheduled basis according to configured parameters.
Purpose:
Use this page to automate the generation and delivery of reports containing call and system data, such as transcribed calls, international calls, and activity by extension/agent or phone number or the call centre.
Creating a New Email Report:
Click "Create New" to configure a scheduled report. The following parameters must be specified:
Report Name / Title
A custom title for the report to easily identify it.
Report Format
Choose the format of the report output: PDF, CSV, or Both.
Transcribed Calls
Checkbox to include data from transcribed calls in the report.
International Calls
Checkbox to include data related to international calls.
Generate Report For
Multi-select checkboxes to define the scope of data: - Extension (All or custom selection) - Call Center (All or custom selection) - Phone Number (All or custom selection)
Frequency / Report Type
Dropdown to choose how often the report should be sent: Daily, Weekly, or Monthly.
Number of Days
Input field to specify how many days' worth of data the report should include.
Recipients
One or more email addresses where the report will be delivered.
Additional Features:
Create New: Launches the form to set up a new email report.
Download History: Opens a list of previously generated reports available for download.
Below are some screenshots of the sample email reports.
Call Center Report (Included in Email Reports)
This report provides a simplified overview of call center agent performance, focusing on overall call handling metrics.
Report Fields Explained:
Agent
The name or extension of the call center agent.
Total Calls
Total number of calls handled by the agent (inbound, outbound, and internal combined).
Total Time (H:M:S)
Total duration of all calls handled by the agent.
Average Time on Calls (H:M:S)
Average duration per call.
Average Ring Time (Sec)
Average time (in seconds) it took the agent to answer incoming calls.
Busy
Number of calls where the agent's line was busy.
Missed
Number of calls missed by the agent (not answered).
This concise report is ideal for quickly evaluating call volume, efficiency, and agent responsiveness within the call center.
Call Center Agent Summary Report (Included in Email Reports)
This report provides a detailed performance summary for each call center agent over the selected reporting period. It includes both inbound (IB) and outbound (OB) call activity, as well as internal communications and availability metrics.
Report Fields Explained:
Agent
The name or extension of the call center agent.
Total IB Calls
Total number of inbound (IB) calls handled by the agent.
Total IB Time (H:M:S)
Cumulative duration of all inbound calls.
Average IB Time on Calls (H:M:S)
Average talk time per inbound call.
Average Ring Time IB (Sec)
Average time it took for the agent to answer inbound calls.
Total OB Calls
Total number of outbound (OB) calls made by the agent.
Total OB Time (H:M:S)
Cumulative duration of all outbound calls.
Average OB Time on Calls (H:M:S)
Average talk time per outbound call.
Busy / Missed / VM
Count of calls that were busy, missed, or went to voicemail.
Total Internal Calls
Total number of internal calls between agents or extensions.
Total Internal Time
Cumulative duration of internal calls.
Total Calls
Combined total of inbound, outbound, and internal calls.
Total Call Time
Total duration of all call types combined.
Total Available Time
Total time the agent was marked as available (not in a break, or any other status).
Note: If agents do not update their status correctly, the Total Available Time field may not be calculated accurately.
Example: Agent Zeeshan Ali #113 has a total time of 171 hours and 22 minutes due to an improper status update.
This report helps supervisors and managers analyse agent productivity, responsiveness, and call handling efficiency across multiple communication channels.
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