Skip to main content
Reports is in beta. Expect it to change.
Reports lets you answer questions the Dashboard does not. You assemble a view out of chart blocks, then run it over a date range to produce a report. The split matters. A view is the question. A report is one answer, from one date range, frozen at the moment you ran it.

​
Build a view

Go to Reports, stay on the Views tab, and click Create View. Name it, optionally describe it, then click Add block.
A chart block being configured, with filters and metric on the left and chart type, grouping and a live preview on the right
Each block is one chart. The preview updates as you go. Aggregation behaves differently depending on the metric. For a yes/no or categorical metric it is fixed and simply tells you what it is doing, such as counting or taking the top five values. For a numeric metric you choose: Sum, Average, Min or Max, defaulting to Average. Add as many blocks as you want. A view holds several charts, and blocks can be reordered, duplicated or removed.
The preview uses recent data, not your chosen date range. It is there to show you the chart is wired up correctly. The numbers that count come from the generated report.

​
Metrics

Metrics come from two places, and the list tags each one. Call fields are properties of the call itself. Direction, status, stage, result, duration, end reason, voicemail detection, do not call detected, recording available, and the latency figures for the speech, language and voice providers. Insights are the things your agents extract. Anything you set up under Post-call becomes available here.
Insights are what make this worth using. Charting call fields tells you how the system behaved. Charting insights tells you what customers said, which is the question you actually have.

​
Generate the report

Click Save View first. On a brand new view, Generate Report stays disabled until it is saved. If you edit a saved view, the button becomes Save and Generate Report and does both. Then choose a Date range, which offers Last 7 days, Last 30 days, Last 90 days or a custom range, and generate. The result opens as a report, titled with the view name and the dates it covers, with each block showing its record count.
Export saves the report as a PNG image, not as data. It is for pasting into a deck or a message. If you need the underlying rows, export from Calls instead.

​
Finding reports again

The Reports tab lists every report you have run. Reports do not refresh. Each one is a snapshot. To get current numbers, generate a new report from the same view.

​
Where to go next

  • Headline numbers without building anything: Dashboard
  • Create the insights worth charting: Post-call
  • The underlying calls: Calls