Reports
Every report lives under the Reports menu, grouped by category: Agent Performance, Billing & Usage, Compliance & Audit, CRM & Campaigns, Executive, Operations, Queue & Routing, Technical & IT, and Workforce & Payroll.
| Menu | Reports > category > report |
| Permissions | View Contact Center reports (the Supervisor role has it); View Omnichannel reports for the CRM reports |
| Features | Reports (CrestApps.OrchardCore.Reports) gives CSV export; Reports OpenXml (CrestApps.OrchardCore.Reports.OpenXml) adds Excel. Contact Center reports appear automatically when Contact Center Work Distribution is on. |
Run a report
- Open Reports and pick a category, then a report.
- Set the Date range. It starts on today, in the site's time zone. Pick a preset (Yesterday, Last 7 Days, Last 30 Days, This Month, Last Quarter and so on) or a Custom Range. A range can cover up to 400 days.
- Set the filters the report offers, such as Queue group, Queue, Agent, Channel, Direction, Campaign group, Campaign, Source or Status. Each report shows only the filters it uses.
- Click Show.
- To keep a copy, click Export CSV. With the Reports OpenXml feature enabled you can also export to Excel (.xlsx), which puts each section of the report on its own worksheet.
Which report answers which question
| Question | Report |
|---|---|
| How many calls came in and out, and how many were answered or abandoned? | Call insights |
| Are calls sounding bad, for whom, and why? | Call quality |
| How long do agents talk, hold and ring, and how long do callers wait? | Talk, hold, ring and queue wait |
| What did each agent handle, and what is their average handle time? | Agent productivity |
| How busy is each queue right now and over the period? | Queue usage |
| How far along is each campaign or subject, and how many numbers were not in service? | Campaign summary, Subject inventory |
| What did an agent do, minute by minute? | Agent activity timeline |
| How much paid time did each agent spend in each state? | Reconciled payroll timecard and the other Workforce & Payroll reports |
| Which dispositions are agents choosing? | Disposition breakdown |
| How often did the AI hand a conversation to a person? | AI handoff & containment |
The report catalog lists every Contact Center report with its filters.