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Access Performance metrics and insights through Analytics

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Tailor your data view to meet specific analytical needs.

Group Report: Analyze group activity and member performance.
Agent Report: Monitor individual agent productivity and calls.
Call Log: View all call data and find specific details.
Messages Report: Track message costs and totals.
Real-Time Report: Monitor live performance data.
Tags Report: Generate reports by call tags.
AI Analytics: Gain insights with Conversation Intelligence.

You can then add further filters to your search by clicking the + Add filter button.

Stat Cards summarize the data relevant to your selected report.

Customize Stat Cards by clicking Edit:

Rearrange: Drag and drop stat cards.
Hide: Click \"X\" to hide.
Unhide: Click \"+\" on the upper-right corner to restore hidden cards.

Graph updates dynamically based on your selected stat cards.

Change views to daily, weekly, or monthly data trends for better visual insights.

Toggle \"Aggregation\" on to view aggregated data to identify trends, such as peak call days or hours.

Listen to or download recordings by clicking the Play button.

Click the three dots to access:

Call ID, Call Steps and Call Details

Call Steps track the full journey of a call showing where it was routed and actions taken.

Call Details provides comprehensive information about the call, including caller data, timestamps, and more.

Reports can be downloaded in either CSV or PDF format.

If you choose CSV, the report will be sent directly to your email address.

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Track activity as it happens using the
Real Time Report

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Narrow down the data to view the activity of specific groups.

Rearrange or hide specific Stat cards to focus on the metrics that matter most.

View the real-time activity of all agents in the Agent Status tab.

Use filters to display only agents with the specific status you want to monitor.

Idle statuses are displayed in the Status Type column. Both custom and default status entries will appear.

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Track the live activity of groups as it happens in the Group Report

Active Calls shows all ongoing calls.

Calls in Queue shows inbound calls currently waiting to be answered

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