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.
Video Overview A comprehensive video demonstrating all analytics and reporting features is available, showing how to access insights and export data for analysis.
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=waiting)
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 queue
Answered by (agent name)
Call duration (wait time, talk time, total time)
Call status (answered, missed, voicemail, transferred)
Call topics/tags
Call notes
Transfer history
Voicemail status
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: Navigate to analytics section and select date range.
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
Agent performance: Individual and team statistics
Trend analysis: Week-over-week or month-over-month comparisons
Professional formatting: Polished PDF suitable for management presentations
Report sections:
Executive Summary
Total calls in period
Answer rate percentage
Average wait time
Average talk time
Busiest day/hour
Call Distribution
Answered vs. missed breakdown
Calls by queue
Calls by day of week
Calls by hour of day
Performance Metrics
Average answer time
Average call duration
Longest wait time
Service level achievement (% answered within threshold)
Agent Statistics (if permissions allow)
Calls handled per agent
Average handling time
Agent availability hours
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. Older data may require custom retention policies.
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.
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