# Analytics & Reporting Comprehensive insights and data export capabilities for call analytics, performance monitoring, and quality management. Access historical data and real-time metrics to drive informed decisions. *** ## Features in Detail ### 1. Real-Time Dashboard Live overview of waiting, active, answered, and missed calls. **How it works:** * **Action:** Open the Easy Calling dashboard in Teams or web browser. * **Response:** Dashboard displays live tiles with current call status and metrics. * **Result:** Instant visibility into queue performance and agent activity. **Key capabilities:** * **Live call tiles:** See all active calls with caller info and duration * **Waiting queue:** View all calls in queue with wait times * **Agent status:** Monitor which agents are on calls, available, or opted out * **Call statistics:** Real-time counters for answered, missed, and active calls * **Visual indicators:** Color-coded status (green=active, red=missed, yellow=Voicemail) * **Auto-refresh:** Dashboard updates automatically without manual refresh * **Filter by queue:** Focus on specific service lines * **Multi-voice app view:** Monitor multiple voice apps simultaneously **Dashboard metrics:** * Total calls today * Calls waiting right now * Agents available/busy * Average wait time * Missed call count * Active call count **Benefits:** * **Immediate insights:** No waiting for reports–see what's happening now * **Proactive management:** Spot bottlenecks before they escalate * **Team coordination:** Everyone sees the same real-time picture * **Quick decision-making:** Adjust staffing or routing on the fly *** ### 2. Call History (CSV Export) Export of call data initiated via Easy Calling for external analysis and quality management (6-month retention). **How it works:** * **Action:** Navigate to call history, apply filters, and click "Export CSV." * **Response:** System generates CSV file with selected call records. * **Result:** Download file for analysis in Excel, Power BI, or other tools. **Key capabilities:** * **6-month history:** Access up to 6 months of call records * **Advanced filtering:** Filter by date range, queue, agent, call type, status, topic * **Comprehensive data:** Includes caller, agent, duration, timestamps, status, topics, notes * **Batch export:** Export thousands of records in a single file * **On-demand generation:** No scheduled reports–export when you need it * **Data privacy compliant:** Export respects user permissions **Exported fields:** * Call start date/time * Call end date/time * Caller number and name * Assigned call queue * Answered by (agent name) * Call duration * Call type (answered, missed, voicemail, transferred) * Call topics/tags * Call notes **Use cases:** * **Performance analysis:** Analyze agent productivity and call patterns * **Quality management:** Review call handling for training purposes * **Compliance reporting:** Maintain audit trails for regulatory requirements * **Trend identification:** Discover peak call times and seasonal patterns * **External BI tools:** Import into Power BI, Tableau, or custom dashboards **Benefits:** * **Data ownership:** Your call data, in your preferred format * **Flexible analysis:** Use any tool you're comfortable with * **Historical insights:** Track improvements over time * **Compliance ready:** Maintain required records effortlessly *** ### 3. Statistics (PDF Export) Statistical data and visualizations of call outcomes (missed and answered calls) and call duration. **How it works:** * **Action:** Select date range and navigate to analytics section. * **Response:** System generates visual charts and summary statistics. * **Result:** Download PDF report with graphs and tables for sharing or archiving. **Key capabilities:** * **Visual charts:** Bar charts, pie charts, and line graphs for call metrics * **Summary statistics:** Total calls, answer rate, average duration, peak times * **Date range selection:** Daily, weekly, monthly, or custom ranges * **Queue comparison:** Compare performance across different service lines * **Trend analysis:** Week-over-week or month-over-month comparisons * **Professional formatting:** Polished PDF suitable for management presentations **Report sections:** 1. **Executive Summary** * Total calls in period * Answered calls * Missed calls * Average wait time * Total Duration 2. **Call Distribution** * Answered vs. missed breakdown * Calls by hour of day 3. **Performance Metrics** * Answer rate * Missed rate * Average call duration * Outbound trate * On-Call queue rate **Benefits:** * **Executive reporting:** Share insights with stakeholders quickly * **Performance tracking:** Monitor KPIs against goals * **Identify improvements:** Data-driven decisions for process optimization * **Team visibility:** Transparent metrics foster accountability * **Archive record:** Maintain historical performance documentation *** ## Technical Requirements and Information **Microsoft Licenses:** * Microsoft 365 or Office 365 subscription * Easy Calling license per call queue * No additional license required for reporting features **Interfaces:** * Web browser access for report generation * Microsoft Teams app for real-time dashboard **Network:** * Internet connection for data access * WebSocket support for real-time dashboard updates **Data Sources:** * Call records stored in Microsoft 365 tenant * Real-time data from Easy Calling service * Optional: Integration with external BI tools via CSV export **Data Privacy:** * Call history data retained for 6 months by default * Configurable retention policies available * GDPR compliant data handling * Export permissions controlled by admin roles * Personal data handling follows Microsoft 365 compliance policies **Browser Requirements:** * Modern web browser (Chrome, Edge, Firefox, Safari) * JavaScript enabled * Pop-up blocker disabled for downloads *** ## Pricing All Analytics & Reporting features are included in the Easy Calling Basic license. *** ## Support & Troubleshooting ### Known Limitations * **Historical data:** Call history is retained for 6 months by default. * **Real-time latency:** Dashboard updates may have 5-10 second delay during high call volumes. * **Export size:** CSV exports are limited to 50,000 records per download. Use filters for larger datasets. * **Browser compatibility:** PDF export works best in Chrome and Edge. Safari users may need to adjust pop-up settings. ### Quick Help (FAQ) **Problem:** CSV export file is empty or incomplete.\ **Solution:** Check your filter settings–you may have filtered out all records. Verify the date range includes call data. Ensure you have permission to export call history. **Problem:** Real-time dashboard is not updating.\ **Solution:** Check your internet connection. Refresh the page. Verify Teams is connected. Check browser console for WebSocket errors. **Problem:** Cannot see calls from certain queues in reports.\ **Solution:** Verify you have permission to view those queues. Check that calls actually occurred in the selected date range. Confirm queue filters are not excluding data. **Problem:** PDF statistics report shows "no data available."\ **Solution:** Verify calls occurred during the selected period. Check that you have selected at least one voice app. Try a different date range. **Problem:** Excel cannot open CSV file properly.\ **Solution:** Use Excel's "Data > From Text/CSV" import wizard instead of double-clicking the file. This ensures proper encoding and delimiter detection. **Problem:** Dashboard shows different numbers than exported CSV.\ **Solution:** Dashboard shows real-time data; exports show historical data. Ensure you're comparing the same time periods. Dashboard may include currently active calls not yet in history. **Need more help?** Contact support through the [Support page](/troubleshooting-and-support/support.md). --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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