[#article-topic-1]Call Center Reports[#article-topic-1]

The admin portal provides a variety of reports for group services, including Call Center Reports. For call centers, you can run a Call Center Agent Report, which displays detailed reporting for all calls within a group's call centers, and/or a Premium Call Records Report, which displays detailed reporting for all calls within a group's call centers.

This guide reviews both Call Center Agent Reports and Premium Call Records Reports.

[#article-topic-2]Call Center Agent Report[#article-topic-2]

The Call Center Agent Report displays detailed reporting for all calls within a group's call centers.

Call Record Types:

Today
Yesterday
Last 7 days
Last 30 days

The following call types are available for each report above:

Total Calls
Answered
Missed Call

Call Record Details:

Raw Data - The following information is available from the raw data tab:

ACD ID
Answered
Agent Name
Called Number
Calling Number
Start Time
Answer Time
Release Time
Wait Time
Call Duration
Total Duration

[#article-topic-3]Generate / View / Download Call Center Agent Reports[#article-topic-3]

To generate, view, and/or export/download a call center agent report, follow these steps:

From the group dashboard, in the left-hand menu, select Call Center under Group Services, and a list of the call centers assigned to this group/location are displayed.

Select the call center you would like to report on.
Then select Agent Report under Reporting in the left-hand menu.

Then set your search criteria by selecting the Search icon in the upper right corner.
Enter the Start Time and End Time.
Select Generate to run the report.
Once generated, there are two tabs to show results - Overview and Raw Data.
To export/download the report, select the Raw Data tab and then select the Download icon.

[#article-topic-4]Call Center Premium Call Records[#article-topic-4]

The Call Center Premium Call Records displays detailed reporting for all calls within a group's call centers.