--- title: "Historical reports" slug: "reporting-historical-reports-overview" description: "Access key data about the performance of your contact center and schedule regular reports." tags: ["data", "history", "monitoring", "report", "reporting"] updated: 2026-05-21T09:25:50Z published: 2026-05-21T09:25:50Z canonical: "docs.voiso.com/reporting-historical-reports-overview" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Historical reports overview **Who should read this article**: Administrators, Supervisors Access key data about the [performance of your contact center](https://voiso.com/products/call-center-dashboard/) and schedule regular reports. ## Introduction Voiso historical reports enable you to generate detailed insights about your contact center's performance, including Agent activity, Queue usage, ASR, sensitive data access, and Wrap-up code trends. Most reports can be run on demand, and many support scheduled delivery for recurring analysis. Tip The time shown in Historical Reports reflects the [contact center time zone](/v1/docs/administration-system-settings), not the [individual user time zone](/v1/docs/users-users). ## Historical reports The **Historical reports** page contains a list of reports that you have created to monitor the past performance of your contact center. For real-time monitoring, use the [Real-time dashboard](/v1/docs/reporting-real-time-dashboard-overview). To access the **Historical reports** page, from the main menu bar, navigate to **Reporting > Historical reports**. ![Reporting Historical Reports Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Historical%20Reports%20Page.png) The **Historical reports** table lists all the scheduled reports added by the supervisors, analysts, and admins in your contact center. The table includes the name, type, frequency, send time, report recipients, and status of each report. Click a report name to edit its parameters. The only parameter that may not be changed is the **Report type**. Reports requiring attention due to configuration issues will have a red alert icon next to them. Configuration issues may include such things as no longer available queues, teams, or agents. Click the report name to update its configuration. To delete a report, click **Delete** (trash can icon). ## Add a report To add a new report, click **Add report** to open the **Add report** panel. The panel comprises four thematic tabs: Agent, Queue, Calling number, and Financial and system. Use **Search** to find a specific report type or browse the tabs to find and select a report type. Select a report type, then click **Continue** to open the configuration page for your report. Watch this video for a quick overview of how to add a new historical report: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Historical%20Reports%20Add%20Report.mp4) Refer to the following articles for details on how to configure, run, and schedule each report: | Tab group | Report type | Description | Manual | Scheduled | | --- | --- | --- | --- | --- | | Agent | [Agent - Daily Sign-in and Sign-out](/v1/docs/agent-daily-sign-in-and-sign-out) | A daily record of the first sign-in (login) and last sign-out (logout) timestamps for selected agents or teams. | ✔ | ✔ | | | [Agent List](/v1/docs/reporting-agent-list) | Display a wide variety of agent metrics to evaluate {{glossary.Agent}} performance | ✔ | ✔ | | | [Agent List - Per Hour](/v1/docs/reporting-agent-list-per-hour) | Display agent metrics calculated for each hour in a day | ✔ | ✖ | | | [Keyword Group](/v1/docs/keyword-groups-report) | The use of a keyword group by agents and teams for a specified date or date range | ✔ | ✖ | | | [Redial Counter](/v1/docs/reporting-redial-counter) | Show the number of call attempts to a destination number during the report period | ✔ | ✖ | | | [Wrap-up codes](/v1/docs/reporting-wrap-up-codes) | Wrap-up code usage by {{glossary.team}} for a specified time period | ✔ | ✔ | | Queue | [In-queue Abandons](/v1/docs/reporting-in-queue-abandons) | Show the percentage of calls abandoned by contacts waiting in {{glossary.Queue}} | ✔ | ✖ | | | [In-queue Abandons - Per Hour](/v1/docs/reporting-in-queue-abandons-per-hour) | Show the percentage of calls abandoned per hour by contacts waiting in {{glossary.Queue}} | ✔ | ✔ | | Calling number | [ASR by country](/v1/docs/reporting-asr-by-country) | Show the ratio of the number of successfully connected calls to the number of call attempts by country | ✔ | ✔ | | | [ASR by country by hour](/v1/docs/reporting-asr-by-country-by-hour) | Show the ratio of the number of successfully connected calls to the number of call attempts by specified country per hour in a day | ✔ | ✔ | | | [ASR per Caller ID](/v1/docs/reporting-asr-per-caller-id) | Show the ratio of the number of successfully connected calls to the number of attempted calls by specified Caller ID | ✔ | ✔ | | Financial and system | [Billing](/v1/docs/billing) | Track how many billing units were used by agents, and teams during the selected period for cost tracking and analysis. You can track by active users, deactivated users, and AMD. | ✔ | ✔ | | | [Billing Unit](/v1/docs/billing-unit) | Track monthly usage-based and recurring charges for each billing unit. | ✔ | ✔ | | | [Sensitive Data Access Report](/v1/docs/reporting-sensitive-data-access-report) | Monitor access to sensitive data, such as call recordings, by a specific user | ✔ | ✔ | ## Scheduled reports If the selected report supports scheduling, you will see a **Schedule** section on the **Add report** page. Configure the frequency, time, and report recipients, then save the report. Tip Click **Generate report** to see a preview of the report. ![Reporting Create Report View Schedule This Report Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Create%20Report%20View%20Schedule%20This%20Report%20Section.png) The **Schedule** section requires the following parameters: | Parameter | Description | | --- | --- | | Frequency | Select Daily, Weekly, or Monthly. Weekly reports are sent each Monday. Monthly reports are sent on the first day of the month. | | Run time | Use the time selector to define when the report will run in your time zone. | | Recipients | Enter one or more email addresses to receive the report. | | Report name | You define this at the top of the **Add report** page. This name will be used in the email that delivers the report. | ## Generate report The **Generate report** section enables you to immediately view a downloadable report or send the report as a CSV to a specified email address. ### View report In the **Generate report** section, define a date or date range, then click **Generate report** to generate an instant report. ![Reporting Create Report Generate Report Section View Report Method](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Create%20Report%20Generate%20Report%20Section%20View%20Report%20Method.png) You can change the sorting order of the report by clicking the up and down arrows in the column heads. You can drag and drop columns to change the column order. Changes you make control the sort and column orders in downloaded and emailed reports. #### Download report Adjust the column sort and arrangement of your report, then click **Download report** to download your one-time report as CSV files for use outside the Voiso platform. Scheduled reports are automatically emailed to recipients after they are run. ![Reporting Downloadable Instant Report](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Downloadable%20Instant%20Report.png) Click **Cancel** if you do not want to create a [scheduled report](/v1/docs/reporting-historical-reports-overview#scheduled-reports). ### Send to email To send the report by email after or instead of generating it in a new window, select the **Send to email** tab. ![Reporting Create Report Generate Report Section Send To Email Report Method](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Create%20Report%20Generate%20Report%20Section%20Send%20To%20Email%20Report%20Method.png) Select the time range of the report, then add comma separated email addresses in the **Recipients** field. Tip If you generate the report first, the column sort order and arrangement set in the **Generate Report** view is saved automatically and applied to emailed reports and all scheduled reports. Click **Send report** to send a CSV of the current report to the email recipients. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long. ASR (Answer Seizer Ratio) is a telephony metric that measures the percentage of successfully connected outbound calls. It is calculated as: **ASR = (Answered calls ÷ Total call attempts) × 100** A higher ASR generally indicates better call quality, routing, or list effectiveness, since more dialed calls reach a person or endpoint. The outcome of an interaction. This parameter is selected by an agent during the after-call work phase. It is not the same as the Disposition code that is automatically assigned by the system. Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute. ## Related - [Call Detail Records overview](/reporting-cdr.md) - [Reports and scheduled reports](/report-scheduling.md)