# 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.

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## 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

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### 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

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### 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

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## 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

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## Pricing

All Analytics & Reporting features are included in the Easy Calling Basic license.

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## 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](https://docs.easycalling.easyplatform.app/troubleshooting-and-support/support).