Reports and recordings
Reports in the left menu shows what happened, by channel and by period. Most reports filter by date and export to Excel.
Calls | Call Detail Recording (CDR), Skill (Queue) Reports, IVR DTMF Report, Conference Reports, Voice Recordings. |
Messages | WhatsApp/SMS Reports, Email Reports, Webchat Reports. |
Campaigns | Campaign Reports, Survey Reports. |
Team | Agent Activity Reports, User Activity Reports, Realtime Agent Display. |
Tickets | Ticket Summary, Time Based, Detail, Performance and Graphical reports. |
Business | Activity, Contact, Order, Proposal, Project and Billing reports, Dynamic Excel Reports. |
Call recordings
Calls are recorded when Record calls is on in the number's routing rule (it is on for every new rule). Listen to them in Reports → Voice Recordings. Listening to how your AI agent handles real calls is the fastest way to improve its instructions.
In many countries you must tell callers that the call is recorded. Add a line such as "This call is recorded for quality purposes" to your agent's First Message, or turn Record calls off.
On this page
- Reports and recordings