[#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.
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- 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.
Call Record Types:
- Today
- Yesterday
- Last 7 days
- Last 30 days
The following call types are available for each report above:
- Total Calls
- Placed Calls
- Received Calls
- Placed Answered Calls
- Placed Missed Calls
- Received Answered Calls
- Received Missed Calls
Call Record Details:
Raw Data - The following information is available from the raw data tab:
- Direction
- Called Number
- Calling Number
- Calling Name
- Start Time
- Answer Time
- Release Time
- Call Duration
- Total Duration
- Answer Indicator
- Related Call Id Reason
- Account Code
- Authorization Code
[#article-topic-5]Generate / View / Download Call Center Premium Call Records[#article-topic-5]
To generate, view, and/or export/download a call center agent report, follow these steps:
- From the dashboard, select the group to modify.
- 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 Premium Call Records under Reporting in the left-hand menu.
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- 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.