Who should read this article: Administrators, Supervisors
This article contains a list of common questions with answers that link to articles where the information is documented.
For technical issues, see the Troubleshooting section.
Q: What kinds of reports can I generate in Voiso?
A: Voiso supports detailed reporting through the Call Detail Records (CDR) interface and the Scheduled Reports module. You can view or export call-level data, configure recurring reports, or generate filtered views by queue, agent, or campaign.
See: Reporting Overview
Q: What kinds of reports can be scheduled in Voiso?
A: In addition to Historical Reports, you can schedule reports from Caller ID Risk Checks, Real-time Dashboards, and some Dialer Campaign reports. This allows you to monitor risk status, agent behavior, and campaign results without needing to log in each time.
See: Report Scheduling
Outbound Dialer campaigns
Q: How can I validate phone numbers before launching a campaign?
A: Use the Number validator to upload a CSV file and verify your contact list before dialing. The validator checks number formatting, availability, and allocation status, and returns carrier details. This helps you remove invalid or unreachable numbers, reduce failed call attempts, and improve campaign efficiency and deliverability.
See: Report Scheduling: Number validator
Q: How can I review the results of a completed Dialer campaign?
A: Voiso automatically generates a campaign report when a Dialer campaign is stopped or completed. The report includes metrics like ACD, ASR, abandonment ratio, wrap-up codes, and call disposition summaries. To view the report, go to the Report tab in the campaign’s detail page.
See: Report Scheduling: Campaign reports
Q: How can I evaluate the quality of a campaign's contact list?
A: Voiso generates a Calling List Report when a campaign using a CSV calling list is completed. This report includes the original contact list, a breakdown of invalid or duplicate numbers, and a detailed summary of call dispositions and wrap-up codes. It helps you assess list quality, call outcomes, and potential improvements for future campaigns.
See: Report Scheduling: Calling List reports
Call Detail Records
Q: What can I do with the Call Detail Records page?
A: The CDR page contains a searchable history of all interactions—calls and messages—across your contact center. You can filter by agent, queue, direction, status, campaign, and more. Each record provides access to recordings, transcripts (if enabled), tags, wrap-up codes, metadata, and so on.
You can search for specific interactions or create a curated list of interactions that you can review or export for further analysis.
See:
Q: What filters are available in the Call Detail Records view?
A: You can filter Call Detail Records by queue, agent, date range, direction (inbound/outbound), campaign, call status, and more. The CDR view includes both active filters and saved views for convenience. Refer to Using the CDR and Call Detail Records for a list of supported filters.
Q: How do I export call data?
A: From the CDR screen, apply the filters you need, then click the Export button to download the data as a CSV file. You can export full details or choose a subset of fields depending on your analysis needs.
See: Using the CDR
Q: How do I find calls handled by a specific agent?
A: Use the Agent/Supervisor filter in the CDR interface. You can combine this with a date range or campaign filter to narrow your results. This helps supervisors review performance or prepare for coaching sessions.
See: Using the CDR
Q: Can I use the CDR to locate a specific interaction?
A: Yes. You can search by phone number, call ID, queue, campaign, tags, or other criteria. This is helpful when investigating complaints, reviewing escalation paths, or validating agent activity.
Q: How do I access call recordings and transcripts?
A: For each voice interaction, the CDR provides direct links to the call recording and, if Speech Analytics is enabled, the transcript. These links are visible in the call detail panel or from the exported CSV file.
See: Using the CDR
Q: I'm a supervisor. Where can I find FAQs related to agent monitoring and dashboards?
A: As a supervisor, you will find some of the Q&A in this article useful. For Supervisor specific Q&A, see: Supervisor FAQ.
Historical and Scheduled reports
Q: What are Historical Reports?
A: Historical Reports provide prebuilt and custom reports for reviewing agent, queue, campaign, and contact center activity over time. They support filters by date range, queue, agent, and more—allowing you to track key performance indicators and trends.
See: Historical Reports
Q: What types of Historical Reports are available?
A: Voiso includes standard reports for agent activity, call volume, wrap-up codes, campaign stats, and more. You can also create custom reports by selecting your desired dimensions and metrics.
See: Historical Reports: Report types
Q: Can I schedule reports to run automatically?
A: Yes. You can schedule reports to run daily, weekly, or monthly. Choose your preferred delivery method—email or download from the report list—and specify recipients.
See: Historical Reports:Scheduling reports
Q: How do I preview a report before scheduling it?
A: Use the Run report action to generate a report instantly. This helps you confirm your settings—like filters, time ranges, and fields—before setting up a recurring schedule.
See: Historical Reports:Run report
Q: Can I customize which data appears in a report?
A: Yes. When creating or editing a report, you can choose the columns, filters, and aggregation level. This allows you to tailor the report to the KPIs and operational metrics you care about.
See: Historical Reports:Customizing reports
Q: Where do I find reports that have already run?
A: All scheduled and manually run reports appear in the Historical Reports list. Click a report to view the results, or download them as a CSV file.
See: Historical Reports:Viewing results
Q: I monitor real-time performance in dashboards—can I also schedule reports to compare trends over time?
A: Yes. Several Real-time Dashboard widgets let you schedule recurring reports so you can compare current activity with past performance. Click the Schedule report icon on supported widgets—like Agent List, Wrap-up Codes, or In-queue Abandons—to configure automatic delivery.
See: Report Scheduling: Real-time dashboard reports
Q: How can I check if my Caller IDs are being flagged as spam?
A: Use the Caller ID Risk Check tool to regularly scan your outbound numbers for spam or fraud labeling. You can run checks manually or schedule automated reports for Caller ID groups, individual users, or Dialer campaigns.
See:
Still have questions? Contact support or explore our other FAQ topics.