Administrators Portal – Odin – Call Center Reports

Introduction

The admin portal provides several reporting options for group services, including call center reports. Administrators can run a Call Center Agent Report, which provides detailed data on calls handled within a group's call centers, or a Premium Call Records Report, which provides detailed records for all calls across those call centers.

1.

Call Center Agent Report

Call Center Agent Reports display detailed reporting for all calls within a group's call centers.

Call Record Types:

• Today
• Yesterday
• Last 7 days
• Last Week
• Last 30 days

The following call types are available for each report type:

• Total Calls
• Answered
• Missed

Call Record Details:
The following information is available from the Raw Data tab:

• ACD ID
• Answered
• Agent Name
• Called Number
• Calling Number
• Start Time
• Answer Time
• Release Time
• Wait Time
• Call Duration
• Total Duration

2.

Generate / View / Download Call Center Agent Reports

To generate, view, and download a call center agent report, follow these steps:

1. From the dashboard, under Group Services, select Call Center.
2. Select the call center you would like to report on.
3. From the left menu, under Reporting, select Agent Report.

4. Use the Search icon to set your criteria.
5. Enter the Starts At and Ends At times.
6. Select Generate to run the report.

7. Results populate on two tabs: Overview or Raw Data.
8. To download the report, select Raw Data and click the Download icon.

3.

Call Center Premium Call Records

Call Center Premium Call Records display detailed reporting for all calls within a group's call centers.

Call Record Types:

• Today
• Yesterday
• Last 7 days
• Last Week
• Last 30 days

The following call types are available for each report type:

• Total Calls
• Placed
• Received
• Placed Answered
• Placed Missed
• Received Answered
• Received Missed

Call Record Details:
The following information is available from the Raw Data tab:

• Direction
• Called Number
• Calling Number
• Calling Name
• Start Time
• Answer Time
• Release Time
• Call Duration
• Total Duration
• Answer Indicator
• Related Call Id Reason
• Account Code
• Authorization Code

4.

Generate / View / Download Call Center Premium Call Records

To generate, view, and download a call center premium call records report, follow these steps:

1. From the dashboard, under Group Services, select Call Center.
2. Select the call center you would like to report on.
3. From the left menu, under Reporting, select Premium Call Records.

4. Use the Search icon to set your criteria.
5. Enter the Starts At and Ends At times.
6. Select Generate to run the report.

7. Results populate on two tabs: Overview or Raw Data.
8. To download the report, select Raw Data and click the Download icon.