Analytics – Call Center Supervisor – Enhanced Reporting

MENU

1.

Overview

Supervisors can view, add, modify, copy, and delete reports.

To navigate to reporting, from the menu select Analytics. Here you can view a list of available reports within your report repository.

Supervisors are provided with the following report folders. Use the dropdown next to a folder to view the subsequent reports.

• CX Real Time
• Agent Performance (Historical)
• Business Performance (Historical)
• Queue Performance
• Report Details

The active reports bar lists your active reports. Select a report to view it, or drag and drop reports to reorder them.

The following options are available in the reports menu.

• Pin the reporting menu.
• Collapse the sidebar to icons to free up space, then hover over an icon to see its label. Expand it again at any time.
• Add frequently used reports to Favorites for quick access from the top of the menu.
• Add a new report.
• Add a Default report.
• Copy a report.
• Delete a report. Deleted reports are held in the recycle bin for 30 days. To restore or permanently remove a report:
  1. Open the Recycle Bin.
  2. Select Restore to return a report to your repository, or empty the bin to permanently delete its contents.

     Note: Restoring a modified default report returns the generic version — your customizations aren't recovered. Custom reports you created restore exactly as they were.

The icons in the report toolbar allow you to:

• Modify report filter parameters.
• Download a report.
• View a Snapshot of the report’s content in a new browser window.
• Apply a Device Filter.
• Re-run the report or apply newly specified filters.
• Adjust the Zoom Level for the selected report.
• Show all personal call control options.
• Set account codes for a call.
• Access the online help resources.
• Modify layout options.
• Change the date/time.
• Close the report.

To open help, click the help icon or press F1. Help has been rebuilt for faster, more searchable answers.

• Context-sensitive help - Press F1 with a report open to jump to that report style's topic.
• Search and Ask - Search conversationally by keyword, or use Ask for a guided answer.
• More - Filter a topic by keyword, view platform callouts (e.g., BroadWorks vs. Webex), and export any article to PDF.

2.

Metrics

Note: If a metric isn't available in your reports, contact your administrator for assistance.

• Wrap-Up Time (Per Call) – Shows how long an agent spends on after-call work, such as notes or follow-up tasks, for each individual call. Available on the Historic Call Log.
• Bounced Call – Counts, cumulatively, how many times a call bounced between agents, queues, or devices before it was handled. Available on the Historic Call Log.
• Escaped From / Escaped To – Track calls where the caller pressed a key to exit a call center queue, separately from calls that overflowed automatically. Available on the Wallboard, Queue Report, and Historic Call Log.
• Abandoned Before/After Entrance Message (BroadWorks) – Four metrics showing the counts and percentages of callers who abandoned during the entrance message versus after it finished. Available on the Hunt Group Report, DNIS Report, and Interval vs Entity report; a Yes/No indicator also flags each call on the Historic Call Log and Call Detail Report.
• Call Queue Policy Insights (BroadWorks) – Metrics identifying which queue policy affected a call — overflow due to queue size, forced forwarding, night service, holiday service, or normal queuing. Available on the Hunt Group Report, Interval Reports, and Interval vs Entity report; the Historic Call Log also shows which policy applied to each call.
• Supervisor Transfer – Records calls a supervisor transfers out of a queue before an agent answers as a distinct call outcome, rather than a regular transfer or overflow. Available on the Historic Call Log.
• N/A Reason Code Counts – Show how often each agent used each Not Available reason code, with an Other category for uncategorized codes. Available on the Call Center Agent Report.
• Call-Back Outcome Tracking (BroadWorks) – Three metrics showing the results of call-back requests: Successful Returned Abandoned Calls, Unsuccessful Returned Abandoned Calls, and Attempted Returned Abandoned Calls (the total of both). Available wherever standard call-back and abandoned-call statistics appear.
• Inbound Unique Abandoned Calls – Counts the number of distinct inbound callers who abandoned, rather than counting every abandoned attempt from the same caller separately. Available wherever standard abandoned-call statistics appear.
• Average Attempts Before Answer – Shows the average number of times a customer called before their call was answered. Available wherever standard call-answering statistics appear.
• Time Started At (Entry) – Shows the exact time a call entered the telephony platform, making it easier to locate a specific call. Available on the Historic Call Log, Active Calls, Unreturned Lost Calls, and Call Detail Modals.
• Total Longest Waiting Now – A real-time wallboard metric showing the full time a customer has been waiting, even if the call has moved across multiple segments, queues, or overflow paths. Available on Wallboards.
• Call Type Breakdown: ACD, Non-ACD, and Internal – Call count, percentage, and duration metrics for each inbound call category: ACD calls (distributed to agents through a call center queue), Non-ACD calls (basic queues, groups, or direct extensions), and Internal calls (between extensions on your system). Available wherever standard call count, percentage, and duration statistics appear.
• Agent Staffing Metrics – Show the maximum number of agents available and signed in during a reporting period, along with Average Staffed Time — the total time agents were on duty. Available on the Calls by ½ Hour + Day, Calls By Interval, Total Calls by Interval, and Hunt Group/Queue Report styles.
• Full-Call Duration Metrics – Show total Held Time, Talk Time, Call Time, and Ring Time across every segment of a call, not just the final leg. For BroadWorks, these also identify whether the calling or called party ended an answered call. Available on the Historic Call Log, Active Calls, Call Detail Modal, and Unreturned Lost Calls reports, depending on the specific metric.

3.

Run and manage reports

Reports let you transform call data into meaningful insights by providing a clear view of call activity, agent performance, and customer interactions, helping you monitor trends, identify opportunities for improvement, and make data-driven decisions. With customizable metrics, filters, and layouts, reports can be tailored to your needs and shared across your team for ongoing analysis.

Each supported report type includes default reports, which you can edit, delete, or add to.

4.

Manage existing reports

Select a report from the list to display its data. To manage the criteria run within this report, select the Modify icon. Toggle on Advanced to view additional options.

Here you can modify the following fields:

Note: The fields that can be modified are dependent on the report type.

• Report
  • Style - Specifies what type of content data is displayed within the corresponding report when it is run. Style controls how the report is grouped.
  • Interval - Only available for Interval reports. Choose your preferred interval — 15 or 30 minutes, 1, 2, 4, 8, or 12 hours, or day/week/month.
  • Name - The default name of the report.
  • Folders - How the report is organized in the report list.
  • Note - Specify a comment or additional description for the report.
  • Display Options - Choose how to display your report.
  • Date/Time - Allows you to run the corresponding report for a fixed and custom date/time range.
• Filter - Specifies the filtering parameters the report is run against, such as devices and/or ACD agents.
• Other - Contains additional, but less commonly used filtering parameters.
• Fields - Configure the specific statistics or property columns to display within the report.
• SLA/KPI - Modify service-level settings and configure other calling-related options.
• Alarms - Used for report-style types that support alarms to turn report alarms on or off and configure time threshold values for when alarms are triggered.

  Note: This tab is hidden when the corresponding report's date/time setting is selected to run across a duration other than Real-Time.

• Scheduling - Configure when the corresponding report automatically runs and is emailed to you.
• Codes - Specify the Agent Not-Available reason code used for calculating each of the statistic variants of total & average Not-Available Agent status time.
• Financial - Assign estimated monetary values to successful inbound and outbound calls, and set a call strike rate (calls per sale), to control how financial call statistics are calculated.
• Settings - Affect how inbound call statistics are calculated.
• Print - Configure display options for when the printable report and/or exported output is generated.
• Layout - For dashboards, configure how report tiles are arranged across tabs. The tab layout also determines the sheet order when the dashboard is exported to Excel.
• Advanced - Change parameters and settings for your report.

  Note: Certain report styles can only be run when the current user is configured to allow the appropriate reporting license level. Additionally, the allowed report styles are also controlled by the selected telephone system(s) capabilities and partition(s) currently set against the corresponding report within the Filter tab. Report styles that are currently unavailable are shown with "(Unlicensed)" displayed after the report type's description.

5.

Manage folders

Organize reports into folders to keep your repository easy to navigate. You can create folders and move reports between them at any time.

To create a folder and add a report to it:

1. Select the report, then select the Modify icon.
2. In the Folders field, type a name for the new folder.
3. Click OK. The report now appears under that folder.

To move a report to another folder, drag it from its current location and drop it onto the target folder. To move a report out to the main group, drag it back out.

6.

Enhanced Call Center Report (ECCR) templates

The built-in Enhanced Call Center Report (ECCR) templates provide column labels and other usability features. Key reports now open automatically by default when the set is applied. This gives new call center reporting setups an up-to-date, easy-to-read baseline, and reapplying the set later brings reports up to the latest version.

To use ECCR templates, follow these steps:

1. From Analytics, click the Add Default Report icon.
2. Hover over Enhanced Call Center Reports.
3. Select your desired report.
4. They now appear in your report repository to access and modify as desired.

7.

Calls by interval and entity report

The Calls by Interval and Entity report combines a time interval (from 15 minutes up to a full month) with a specific entity — devices, agents, groups/queues, or DNIS numbers — in a single report. This provides both dimensions in one view, without the need to run separate reports to see how a specific queue or agent performed across different times of day.

To add a Calls by interval and entity report, follow these steps:

1. Go to Analytics.
2. Click the Add New Report icon.
3. Under Style, select Calls by Interval and Entity.
4. Set your desired options.
5. Click OK.

Note: This is a historic-only report — real-time data and charting are not available.

8.

Filter reports by device type

The Extension/Device Report can be filtered by device type — for example, showing only Auto Attendants, only standard Extensions, or only Voicemail Applications. This narrows a device report down to exactly the type of device being investigated, instead of scrolling through every device on the system.

To filter an Extension/Device report, follow these steps:

1. Create a new Extension/Device report or select one to modify.
2. In the report settings, toggle on Advanced.
3. Select Filter.
4. In Device Type Filtering, add the desired Device Types.
5. Add additional filters and criteria as desired.
6. Click OK.

When filtering a report, choose the field that matches what you're filtering on:

• Device(s) - Filter on queues, plain extensions, and other non-agent devices.
• ACD Agent(s) - Filter on call center agents (ACD contacts).

In either field, start typing a name or extension to search, then select from the matching results to add it. Add as many entries as you need.

Note: Auto Attendants are recognized as a device type, so you can report on call volume into an auto attendant. Reporting on which menu option a caller selected isn't directly available; contact your administrator if you need this level of detail.

9.

Calls by DNIS report

The Calls by DNIS report shows call activity for every DNIS number (the number a caller actually dialed) associated with your call centers, covering external inbound calls, internal calls, and outbound calls. This breaks performance down by the specific number a customer called — useful when different numbers are advertised for different campaigns, products, or locations.

To create a Calls by DNIS report, follow these steps:

1. From Analytics, click the Add New Report icon.
2. Within Style, select Calls by DNIS.
3. Complete all desired report fields.
4. Click OK.

10.

Wallboards

Wallboards display real-time statistics in large individual tiles, each with its own configurable alarm. They provide an at-a-glance summary of business or call center performance and are ideal for large-screen displays, keeping key call handling metrics visible to agents, team leaders, and managers. Hover over the title field in each tile for a brief description of what the tile is reporting on.

Use the tile arrangement button to select how wallboard tiles are displayed:

• Tile In Grid - Arrange sizes and all statistic tiles as a grid to fit within the available horizontal and vertical viewing area.
• Tile As Columns - Arrange all statistic tiles as a single horizontal row to fit within the available horizontal viewing area.
• Tile As Rows - Arrange all statistic tiles as a single stacked vertical column to fit within the available vertical viewing area.
• Display As Chart - Displays the corresponding wallboard report as a chart.

You can also customize the color of individual tiles. To recolor a tile, open the wallboard, select the tile you want to change, and set its background color. Your color choices are saved with the wallboard.

To configure wallboard alarms, follow these steps:

1. Create a new Wallboard or select one to modify.
2. In the report settings, toggle on Advanced.
3. Select Alarms.
4. Set your alarm preferences.
5. Click OK.

11.

Call Journey

Call Journey displays a time-stamped visual map of everything that happened during a call — who called, who answered, wait times, holds, and transfers. It presents the entire call journey in a single view, making it faster to investigate a specific call or complaint without piecing together details from multiple report columns.

To access a Call Journey for a call:

1. Click on any call record in the Historic Call Log, Unreturned Lost Calls, Active Call List, or Agent/Extension Report.
2. You can switch between the new Timeline view or the classic Segment view at any time.

12.

Call log filtering

Filtering the call log by a specific device displays the exact segment where that device was involved, rather than only the first or last leg of the whole call. The First (After Filtering) and Last (After Filtering) options make this precise, so a filter for a specific extension or queue shows what actually happened at that point in the call — not a segment unrelated to the device being investigated.

To manage call log filtering for a report:

1. Create a new report or select a report to modify.
2. In the report settings, toggle on Advanced.
3. Select Other.
4. Under Call Movement Filtering, select and configure Call Segment Number.
5. When complete, click OK.

13.

Missed calls and call back filtering

Unreturned Lost Calls can be filtered to include only specific call types, outbound return calls are matched back to the original missed call even when the call-back device has no assigned users, and escaped or call-back segments can be excluded from service-level calculations. This keeps genuinely abandoned calls separate from calls that were successfully returned, so SLA numbers aren't skewed by call-back activity that's better tracked on its own.

To manage missed calls and call back filtering for a report:

1. Create a new Unreturned Lost Calls report or select one to modify.
2. In the report settings, toggle on Advanced.
3. Select SLA/KPI.
4. Set your desired options for Unreturned Calls Filtering and Inbound Statistic Settings.
5. When complete, click OK.

14.

Export reports

Entire dashboards can be exported in a single action, and individual reports can be downloaded, exported, or scheduled directly to an XLS (Excel) file.

For dashboard exports, XLS places each report on its own sheet within one file — following the dashboard's tab layout, so the report in Tab 1 becomes the first sheet, Tab 2 the second, and so on. PDF combines every report into a single document, and CSV or RTF bundles the individual reports into a zip file.

To export a dashboard:

1. Open the dashboard you want to export.
2. Select Export.
3. Choose your preferred format (XLS, PDF, CSV, or RTF).

To export a single report to XLS:

1. Open the report you want to export.
2. Select Export, then choose XLS as your format.

15.

Schedule reports

You can schedule reports and dashboards to run automatically and email to recipients on a set frequency. Scheduled reports can now be emailed to up to 20 recipients at once, including up to 10 recipients without an Akixi login, as long as their email addresses match your organization's domain. This keeps the whole team automatically up to date without the need to manually forward report emails.

To schedule a report:

1. Create a new report or select one to modify.
2. In the report settings, toggle on Advanced.
3. Select Scheduling.
4. Set the Report Scheduling frequency.
5. Add Recipients. Selected users appear as a gray bubble. Non-user email addresses contain a black border for easier differentiation.

   Note: This feature isn’t available for CME reporting users.

6. Configure additional settings as desired.
7. Click OK.