Call Reporting

Manage Content

  • Browse an extensive catalogue of reports or use filters to customise your own to identify trends in performance. Report on call activity by extension, department, DDI and user.
  • Incoming call analytics. Measure call volumes, targets, grade of service, percentage calls answered and unreturned missed calls.
  • Schedule reports for yesterday, last week or custom dates.
  • Executive reports collate data from multiple reports and provide observations and recommended actions.
  • Customised dashboards and wallboards.
  • Call recording options available.

Detailed analysis enables you to maximise staff and resource productivity, minimise costs, avoid missed. opportunities from dropped calls and deliver the highest levels of customer service. Facilitates access to business reports whenever and wherever needed.

Wallboards & Dashboards Content


Creating and running reports can be time consuming, so dashboards are available to deliver up to date information in a graphical way using live tiles. Live tiles are mini reports which are refreshed regularly and displayed in tabular or graphical formats.

The iCS Report module includes a catalogue of predefined tiles including: Grade of Service (GoS), Percentage Calls Answered (PCA), caller tolerance, hourly call distribution, and call activity by extension and DDI.

It is also possible to create live tiles from your own specifically targeted reporting data. Any report with any combination of filters can be turned into a tile and displayed as a graph, wallboard, speedometer or table.

Report Content

Executive summary Content

The Executive Summary provides a high level summary of the business, including observations and recommendations.

Multiple reports are consolidated into one single report, which can be exported or emailed to key decision makers.