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      Historical reports overview
      • 03 Apr 2024
      • 5 Minutes to read
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      Contents

      Historical reports overview

      • Updated on 03 Apr 2024
      • 5 Minutes to read
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      Article Summary

      Who should read this article: Administrators, Supervisors

      Access key data about the performance of your contact center and schedule regular reports.

      Introduction

      Voiso historical reports enable you to create reports about the performance of your contact center {{glossary.Agent}}s, {{glossary.Queue}}s, answer-seizure ratio ({{glossary.ASR}}), billing, sensitive data access, and {{glossary.Wrap-up code}} usage. Some reports are run manually and on-demand, while others may also be scheduled to run regularly.

      Tip

      The time in Historical reports is displayed according to the time zone of the contact center, not the user.

      Create a report

      To create a new report, click Create report to display the Create report page. Manual reports can be downloaded to a CSV file for further processing outside the Voiso application. After they are run, scheduled reports are emailed to specified recipients. Choose a report from the Report type menu.

      Reporting Create Report Default Page

      Refer to the following report articles for how to create, schedule and run specific reports:

      ReportDescriptionManualScheduled
      Agent ListDisplay a wide variety of agent metrics to evaluate Agent performance✔✔
      In-queue AbandonsShow the percentage of calls abandoned by contacts waiting in Queue✔✖
      In-queue Abandons - Per HourShow the percentage of calls abandoned per hour by contacts waiting in Queue✔✔
      Redial CounterShow the number of call attempts to a destination number during the report period✔✖
      Agent List - Per HourDisplay agent metrics calculated for each hour in a day✔✖
      ASR by country by hourShow the ratio of the number of successfully connected calls to the number of call attempts by specified country per hour in a day✔✔
      ASR by countryShow the ratio of the number of successfully connected calls to the number of call attempts by country✔✔
      ASR per Caller IDShow the ratio of the number of successfully connected calls to the number of attempted calls by specified Caller ID✔✔
      Billing reportOutbound calling billing summary by user, Dialer Campaign, and team✔✔
      Sensitive Data Access ReportMonitor access to sensitive data, such as call recordings, by a specific user✔✔
      Wrap-up codesWrap-up code usage by team for a specified time period✔✔
      Agent - Daily Sign-in and Sign-outA daily record of the first sign-in (login) and last sign-out (logout) timestamps for selected agents or teams.✔✔

      In the Report options section, specify a date or date range and other parameters specific to the report type.

      Next, configure the report-specific parameters, then click Run report to see the results. Refer to the individual report articles, linked from the table, for details about each report type.

      Scheduled reports

      If the report supports scheduled reports, click Create scheduled report to display the Schedule this report section.

      Reporting Create Report View Schedule This Report Section

      The Schedule this report section supports the following parameters:

      ParameterDescription
      Report frequencyFrom the menu, select Daily, Weekly, or Monthly. Weekly reports are sent each Monday. Monthly reports are sent on the first day of each month.
      When to sendUse the time selector up and down arrows to specify a time in your timezone to run the report.
      Report nameThe name of the report to be included in the email sent to the recipients.
      RecipientsA list of email addresses that will receive the report at the scheduled time.

      Enter the parameters, then click Schedule report.

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