Automated reporting is a Manager login specific function. Most of the reports found under this section correlate to the exports found on the corresponding pages within the TMS. There are currently two categories of the report available:

  • Call Centre                                                       

  • Operational

When a category is chosen, the report options will change. 

 The report will be sent to the file destination chosen and can be read as a CSV file. 

Operational Reports

Outbound Call History

The Outbound Call History report contains every outbound call made for the specified period and includes the extension that made the call, duration, dialled number, start time of the call, status and cost. Statuses include answered, busy or no answer.

Incoming Call History

Incoming Call History details all incoming calls and includes a date and time, source number, contact name if the number exists within the company address book, duration (in seconds), answer status, and the number that was dialled (DID).

Itemised Billing

Itemised billing includes a report on all calls in a specified time and date range. This includes the start time and date of the calls; called station, which is the number that was dialled; session bill, which is the cost of the call, SRC is where the call originated from. Phone_extension is the extension that made the call if the call came from an internal source,  and terminatecauseid, which is the identification term for the reason that the call was ended. This kind of report will be pulled when a user wants to know what the costs were for all calls and can be compared to the invoices for the chosen time period. 

Call Details

The Call detail records report provides a detailed record by record list of calls through the PBX, including the date stamp, details of both parties and the duration. 

Call Recordings

Provides a detailed list of call recordings, including date stamp, details of both parties, duration, files size and direction of the call.


Extensions automated report gives a list of the active extensions in the system, with their extension number, configured name, as well as a complete set of all features and whether they are active or not for the given extension.

Call Centre Reports

Agent Summary

The agent summary provides a holistic view of key metrics of agent performance, as well as time and attendance. 

The metrics available in the agent summary are:

  • Total Calls

  • Successful calls include all inbound calls and connected outbound calls

  • Failed calls include inbound calls that rang and were not answered (RingNoAnswer), calls that were rejected due to the “Do Not Disturb” function (RingDoNotDisturb). Any outbound calls that failed are also included in this value, for instance, abandoned, invalid, congested and busy calls.

  • Dispositioned Call statistics

    • Successful

    • Failed

    • Unsure

  • Initial Login time

  • Last Logoff time

  • Login Duration, as an agent may log in and off several times during the course of their shift, the login duration is the summation of all of those sessions.

  • Pause Durations

    • Productive

    • Non-productive

  • Talk Time

  • Ring Time

  • Idle Time

Agent by Queue Summary

Agent by Queue Summary is a subset of the total agent summary, showing the split of the call statistics, broken down by queue.

Pause Detail

Pause detail report shows the summary of agent pauses by reason for each agent, including whether it was a productive pause, the reason and a number of events, as well as the duration. 

Call Disposition Detail

The Call Disposition Detail report shows every disposition record for the date range and included details such as:    

  • Date

  • Agent

  • Number Dialed

  • Caller Line ID (CLI) is the number shown to the recipient for outbound calls.

  • Duration

  • Campaign Name, if dialled from a dialler campaign.

  • List Name, also if dialled from a dialler campaign

  • Queue Name

  • Dial Status

  • Disposition Category

  • Outcome

  • CRM Tag

  • Financial Value

  • SIP Call-ID, unique call identifier.

Queue Summary

The Queue Summary report provides detailed information as to all aspects of a queue’s performance; these include:

  • Name

  • Queue Type

  • Calls, being the total number of calls processed by this queue.

  • Answered, a number of calls answered.

  • Abandoned

  • Talk Time

  • Average Talk Time

  • Ring Time

  • Average Ring Time

  • Ring No Answer (RingNA)

  • Ring Do Not Disturb (RingDND)

  • Out of SLA

  • Short Abandons being calls that were abandoned within 5 seconds after entering the queue.

  • Early Hangup

    • Agent

    • Caller

  • Failed

  • Dispositions

    • Success

    • Unsure

    • Failed Contact

Scorecard Summaries

This report provides an overall view of the results of the scorecard and gives detailed information as to all aspects of a scorecard; these include

  • The Scorecard ID

  • Name

  • Description

  • Start date of the report

  • End date of the report

  • Assignments created for the scorecard including

    • Completed

    • Incomplete

    • Pending

    •  Expired

    • Cancelled assignments. 

  • The score of each scorecard per 

Scorecard Agent Summaries

Scorecard Agent Summaries is a subset of the total scorecard summary, showing the performance of the subject. Details in this report include 

  • Extension number

  • Name,

  • From Date meaning what date the report starts in, 

  • To Date meaning what date the report ends on, 

  • Assignments including those that are

    • Complete

    • Incomplete

    • Pending

    • Expired

    • Cancelled

  • The Score of the assignments. 

Scorecard Reviewer Summaries
Scorecard Reviewer Summaries report shows all reviewers and their related details, which include:
  • The Reviewer Type

  • Reviewer ID

  • Name

  • The start date of the report

  • The end date of the report.

  • Assignments given to the reviewer include

    • Complete

    • Incomplete

    • Pending

    • Expired

    • Cancelled 

  • The score for each assignment.

Scorecard Questionare Results

Scorecard Questionare Reports is related to the details of the Questionare and filter options that were chosen to add an assignment. (Not sure if I am understanding this correctly. The columns in this report will )show: 

  • The  Extension user who is part of the call recording. This is the person who spoke to the client

  • Caller ID

  • Recording Date

  • Scorecard ID

  • Scorecard Name

  • Source where the call came from

  • Destination of the call

  • Direction of the call being inbound or outbound

  • The Disposition of the call

    • Outcome which is a category of the disposition

  • Unique ID

  • Assignment Date

  • Assignment ID

  • Review Date

  • Reviewer Type

  • Reviewer ID

  • Reviewer Name

  • Question ID

  • Question

  • Answer chosen

  • Maximum Score

  • Score reached,

  • “Not Applicable“ answers.

Scorecard Rate History

Report columns are:

  • Scorecard ID

  • Name

  • Description

  • The Start date of the assignments

  • The end date of the assignments

  • Assignments created including those 

    • Complete

    • Incomplete

    • Pending

    • Expired

    • Cancelled

  • Generalised Score for that scorecard. 

Abandon Calls

 This will be used to show which calls were abandoned and why.  The report includes: 

  • The time of the abandon

  • The queue the call was abandoned in,

  • The caller that abandoned the call

  • How long they waited before abandoning the call. 

Selected reports can be sent via one of 2 delivery methods, which include the email address associated with this account,  or SFTP, where it is possible to set the address and credentials for an SFTP server to where the file will be delivered to. This delivery method is often used for integration where the file is ingested into a system on the destination side. If the manager wants to use the SFTP options, the details need to be added first byselevting the Add SFTP Details button. 

Reports can be set up to be delivered in the desired manner to the Manager on a specified schedule, for example, hourly, daily, weekly or monthly.  Once a frequency setting has been chosen the Advanced settings button allows the manager to specify this frequency even further. Blank reports will allow managers to receive a report, even when their has been no activity on the selected feature. 

Once the automated report has been created a test can be sent to the manager. 

The overfview of the Automater reports page shows all created reports including their name, frequency, Format and the buttons to edit and delete them.

Articles Related “How To” Document Links:

How to Set Up Automated Reporting.

What are the SFTP Details?

How to Add SFTP Details for Automated Reports.