REPORTING & ANALYSIS

Operational reporting
and performance analysis.

Examine call volumes, team performance, time use and service quality through detailed reports. Support operational decisions with data.

EXPLORE REPORTSFrom call details to team performance

CDR Reports

Track the details of every call.

A CDR (Call Detail Record) lets you examine when a call took place, its direction, source and destination, duration and outcome. Move from aggregate traffic metrics to individual call details.

Which question does this answer?When did this call happen, who was involved and what was the outcome?

CDR · CALL DETAIL RECORDIllustrative report view

Information available for each call
Time	Direction	Source	Destination	Duration	Outcome
09:15	Inbound	05•• ••• •• 12	1001	03:24	Answered
09:20	Outbound	1002	05•• ••• •• 34	00:00	Unanswered
09:25	Internal	1001	1003	01:10	Answered

Illustrative data explaining how the report is used; no real customer information is shown. Available fields and access permissions depend on your organisation’s reporting scope.

Call time and direction
Source, destination and duration
Answered and unanswered calls

Interval Reports

See when demand changes.

Review the day in 15, 30 or 60-minute intervals. Compare incoming and answered calls, waiting times and service levels to assess your staffing plans.

Which question does this answer?Which times of day are busiest?

ANALYSIS BY TIME INTERVALIllustrative report view

Compare busy periods.

09:00–09:30

Inbound24

Answered22

09:30–10:00

Inbound40

Answered36

10:00–10:30

Inbound30

Answered29

A 30-minute comparison using sample data. Reports support 15, 30 or 60-minute intervals; actual results are calculated from your organisation’s call records.

15 / 30 / 60-minute intervals
Call volume and answering
Service level over time

AUX Reports

Analyse work states and their duration.

AUX refers to work states in which an agent is not taking calls, such as breaks, meals and training. Review defined AUX states for each agent. Compare how often they are used, their total duration and their share of working time.

Which question does this answer?How does the team’s time break down by work state?

AUX Summary Report — actual G-Santral interface with sample data — AUX Summary ReportSample report data

Breakdown by staff and AUX type
Usage count and total duration
AUX / working time ratio

Queue performance

Queue performance and service levels.

Review incoming, answered and abandoned queue calls in the same report. Understand your operation through service levels, average answer times and handling times.

Which question does this answer?Which queues have increasing waits or abandonment?

Queue Performance and Outcomes — actual G-Santral interface with sample data — Queue Performance and OutcomesSample report data

Answer and abandonment rates
Service level · 20 seconds
ASA and AHT durations

Call traffic

Call volume, direction and outcome analysis.

Review incoming, outgoing and internal calls by time period. Assess answered, missed and busy call outcomes alongside talk times.

Which question does this answer?How many calls do we handle, and what are their outcomes?

Call Traffic — actual G-Santral interface with sample data — Call TrafficSample report data

Call analysis by direction
15-minute intervals
Call outcomes and durations

Staff and intervals

Performance by staff member and interval.

See call counts, talk time, availability and working time together for each staff member. Add interval details to period summaries to review changes throughout the day.

Which question does this answer?How is each agent’s call and working time distributed?

Staff Summary — actual G-Santral interface with sample data — Staff SummarySample report data

Staff and location filters
Call, working and availability durations
Period summaries and interval reports

Quality evaluations

Quality evaluations and coaching follow-up.

Review evaluations, quality scores and completion rates following call listening and review. Explore development opportunities through form, criteria, appeal and coaching views.

Which question does this answer?Which areas of service quality need improvement?

Quality Reports — Staff Summary — actual G-Santral interface with sample data — Quality Reports — Staff SummarySample report data

Quality scores and evaluation status
Form and criteria analysis
Appeal and coaching tracking

IVR call journey

IVR steps and routing outcomes.

Review recorded steps from the initial greeting to queue handover. See keypad selections, routing and IVR durations for each call.

Which question does this answer?Which paths do callers take through the menus?

IVR Call Journey — actual G-Santral interface with sample data — IVR Call JourneySample report data

Recorded steps for each call
Keypad selections and queue handovers
IVR duration and exit outcome

REPORTING WORKFLOW

Filter the data,
evaluate the results.

Set the period, select the relevant scope,
review and share the results.

Select the period.

Choose the date and time range you want to review.

Narrow the scope.

Use queue, staff, location or call direction filters according to the report type.

Read the details.

Move from summary cards to the table. Select the columns you need to review the results.

Operational reporting
and performance analysis.

Track the details of every call.