Historical reports overview

Updated on 16 Jan 2025
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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 Agents, Queues, answer-seizure ratio (ASR), billing, sensitive data access, and Wrap-up code usage. You can run most reports manually and on-demand. Some reports 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:

Report	Description	Manual	Scheduled
Agent List	Display a wide variety of agent metrics to evaluate Agent performance	✔	✔
In-queue Abandons	Show the percentage of calls abandoned by contacts waiting in Queue	✔	✖
In-queue Abandons - Per Hour	Show the percentage of calls abandoned per hour by contacts waiting in Queue	✔	✔
Keyword Group	The use of a keyword group by agents and teams for a specified date or date range	✔	✖
Redial Counter	Show the number of call attempts to a destination number during the report period	✔	✖
Agent List - Per Hour	Display agent metrics calculated for each hour in a day	✔	✖
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 by country	Show the ratio of the number of successfully connected calls to the number of call attempts by country	✔	✔
ASR per Caller ID	Show the ratio of the number of successfully connected calls to the number of attempted calls by specified Caller ID	✔	✔
Billing report	Outbound calling billing summary by user, Dialer Campaign, and team	✔	✔
Sensitive Data Access Report	Monitor access to sensitive data, such as call recordings, by a specific user	✔	✔
Wrap-up codes	Wrap-up code usage by team for a specified time period	✔	✔
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.	✔	✔

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:

Parameter	Description
Report frequency	From 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 send	Use the time selector up and down arrows to specify a time in your time zone to run the report.
Report name	The name of the report to be included in the email sent to the recipients.
Recipients	A list of email addresses that will receive the report at the scheduled time.

Enter the parameters, then click Schedule report.

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What's Next

Agent List

Table of contents

Introduction
Create a report
Scheduled reports

Historical reports overview

Introduction

Create a report

Scheduled reports

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