Reports & Analytics

The Reports area is where you step back from individual calls and tickets and look at the bigger picture: how a queue performed this month versus last month, what customers keep complaining about, and which words and phrases are showing up again and again in their messages. This guide walks through both tabs — Performance and Analytics — and shows you exactly how to pull a report for your manager or spot a trending complaint before it becomes a bigger problem.

Reports is reached from the main menu's Reports item. It opens on two tabs at the top: Performance and Analytics.

Performance Tab — Comparing Two Periods#

The Performance tab compares two calendar months side by side so you can see whether things are trending up or down.

1. Open Reports > Performance.
2. At the top of the page, use the filter bar to choose:
   • Queue — pick one specific queue, or leave it on All My Queues.
   • Month A — the "current" month you're reviewing.
   • Month B (compare to) — the month you want to compare it against.
3. Click Compare. The page reloads with everything below scoped to your chosen queue and months.

What you'll see#

• Queue KPIs — a card with Calls Offered, Calls Answered, Calls Abandoned, Abandon Rate, Avg Wait Time, Avg Talk Time, and Service Level, each showing Month A's number, Month B's number underneath it, and a colored arrow showing whether it improved or got worse. The legend at the top of the card tells you which purple shade is Month A and which is Month B — that same purple/light-purple pairing is used consistently in every chart on this tab.
• Calls Offered/Answered/Abandoned and Tickets Closed by Agent bar charts, each with a Month A and Month B bar side by side.
• Two Answered vs. Abandoned pie charts — one for Month A, one for Month B — so you can see each month's own split rather than a single mixed total.
• A Daily Call Volume Trend line chart spanning both months.
• Queue Callbacks — a KPI card covering Total, Completed, No Agent Answer, Unknown Outcome, Failed to Reach, and Completion Rate, shown only when callback (virtual hold) is turned on for the selected queue(s).
• Agent Performance table — Calls Answered, Closed, Avg First Response, and Avg Resolution for each agent, Month A and Month B side by side.
• Top Customers — two cards (one per month) listing your busiest customers by ticket volume, with tickets closed and average resolution time.
• Call Flow section — IVR Usage and Queue Call Volume charts, plus a Caller ID Usage table (inbound/outbound/total per caller ID), each split by Month A and Month B.

How to Export a PDF Report (for your manager)#

1. From the Performance tab, click Export PDF in the top-right action bar.
2. A modal opens letting you pick the Queue, Month A, and Month B for the export — this is completely independent of whatever is currently on screen, so you can export a different period without losing your current view.
3. Click Export PDF inside the modal.
4. The page reloads with your chosen period, builds the charts, and automatically opens a finished PDF in a new browser tab — ready to download, print, or attach to an email for your manager.

The Performance report comparing two periods

Screenshot needed · performance-report

Analytics Tab#

The Analytics tab has two sub-tabs: Queue Explore and Data Mining.

Queue Explore — Guided Ticket Analysis#

Queue Explore is a guided, plain-English look at ticket activity for a chosen queue, channel, and time window — built to answer "what's going on with my tickets lately?" without you having to dig through a spreadsheet.

1. Open Reports > Analytics > Queue Explore.
2. Pick a Queue, a Channel (All Channels, Email, WhatsApp, Call, Facebook, Instagram, or SMS), and a From/To date-and-time range.
3. Click Analyze.

What you get back:

• Insight callouts — short, auto-generated sentences flagging things worth your attention (a spike in a particular issue, a queue falling behind on response time), color-coded by severity.
• An overview strip: Total Tickets, Open / Pending, Resolved / Closed, Avg First Response, Avg Resolution, and Escalation Rate. Click any of the first three numbers (or Escalation Rate) to expand the actual list of tickets behind that number, each one clickable straight through to the ticket.
• A Customer Sentiment doughnut chart (Positive / Neutral / Negative) and a Ticket Volume trend line for the window you picked.
• Repeated Issues & Similar Solutions — tickets the system has clustered together because they look like the same underlying problem, each cluster showing how many tickets and customers are involved, the average resolution time, a sample customer message, and chips linking to every ticket in that cluster.

Keyword Tracking

Click the gear icon (Keyword Settings) in the top-right action bar to maintain your own list of keywords or phrases you want watched — up to 30, separated by commas, semicolons, or new lines (e.g. "no dial tone, billing dispute, refund"). This list is shared domain-wide, so any agent or supervisor who can see this tab can add to it. Once saved, a Keyword Tracking section appears on the Queue Explore page itself, showing how many tickets in the current queue/channel/date window matched each phrase, with every matching ticket listed right underneath (scrollable once there are more than 10).

Data Mining — Deeper, Self-Service Exploration#

Data Mining is a richer set of interactive, explorable dashboards for digging deeper than Queue Explore's guided view. Switch between focus areas using the tab bar above the dashboard:

• Ticket Overview — overall ticket volume and trends.
• Content Insights — includes a Top Keywords / Recurring Phrases word cloud, visually surfacing what customers are talking about most, plus supporting charts.
• Channel Breakdown — how ticket volume splits across call, email, WhatsApp, and the other channels.
• Agent Performance — per-agent metrics on the same dashboard framework.

These dashboards are fully interactive — hover over a bar or slice for exact numbers, and use any filter controls the chart itself offers.

How to Spot a Trending Customer Complaint

This is the fastest path from "something feels off" to "here's the proof":

1. Open Reports > Analytics > Data Mining and switch to the Content Insights tab.
2. Look at the word cloud — the bigger a word or phrase, the more often it's appearing in customer messages right now. A word or phrase that's suddenly larger than it used to be is your early warning sign.
3. Click the table icon next to the Mine Data button (top-right) to open Keyword Occurrences — a full drill-through table of every occurrence of every keyword/phrase across tickets, with:
   • Stat cards for Total Occurrences, Keywords Seen, Tickets Linked, and Channels Linked (with channel badges), plus a 14-day trend arrow when no custom date range is set.
   • Show: All / Keywords / Recurring Phrases pill filters.
   • A free-text Search box (filters the table instantly as you type) and From/To date pickers with an Apply button (this re-runs the real numbers for that period, not just a visual filter).
   • A table listing Type, Keyword, Ticket (with subject), Channel, Status, Repetitions, First Seen, and Last Seen for every match.
4. Click any ticket number in the table to open that ticket directly — its own Back button returns you to this exact same filtered Keyword Occurrences view.
5. To pull the data out for a deeper look elsewhere, click Export CSV (top-right), pick a From/To range in the modal (independent of what's currently on screen), and click Export CSV again — the file downloads immediately.

Mine Data — Ad-hoc Keyword Search

If you have a specific term in mind rather than browsing the word cloud:

1. Click Mine Data in the Analytics > Data Mining action bar.
2. Type your search term(s) into the search box.
3. Optionally set a From and To date/time.
4. Click Search (or press Enter).
5. Results appear either as a table of matching tickets (Ticket #, Subject, Requester, Channel, Status, Sentiment, Sent date — click a ticket number to open it) or, when the search groups results by a field, as a pie chart breakdown instead.

How Do I Pull a Report for My Manager?#

1. Go to Reports > Performance.
2. Pick the Queue and the two months you want to compare (or leave Queue on All My Queues).
3. Click Compare to confirm the numbers look right.
4. Click Export PDF, confirm or change the Queue/Month A/Month B in the modal, and click Export PDF again.
5. The finished PDF opens in a new tab — download it or forward the tab's content straight to your manager.

Tips#

• The Export PDF modal is independent of your current view. You can be looking at one queue's numbers on screen and export a completely different queue or month pair without losing your place.
• Keyword Tracking (Queue Explore) and Keyword Occurrences (Data Mining) share the same underlying keyword list and matching logic — a word cloud entry, a tracked phrase, and a Keyword Occurrences row for the same term will always agree on the count.
• A rising trend arrow next to a keyword is bad news, a falling one is good — Keyword Occurrences colors it accordingly, since more mentions of a problem phrase usually means more customers hitting the same issue.
• Click-through numbers save you a trip to the ticket list. Any KPI tile with a real ticket list behind it (Total Tickets, Open/Pending, Resolved/Closed, Escalation Rate on Queue Explore) is clickable — try it before manually searching the Tickets view.