Enhanced Reporting
Unlock Powerful Insights
OneCloud Enhanced Reporting is a hosted platform designed to give you a complete overview of your call activity. With powerful historical reporting tools, customizable dashboards, and automated report scheduling, you’ll have real-time access to the data that matters most.
Comprehensive Call Reports at Your Fingertips
Gain insights into call queues, agent performance, and extension activity with a variety of built-in reports.
Generate reports on demand or schedule them to be delivered automatically via email in Excel or PDF formats.
Historical Reports
Easily access detailed call data and generate reports on call queues, agents, and extensions. Reports can be exported in various formats for convenience.
Advanced Call Analytics
Track call distribution by day and hour, analyze abandoned call data, and view agent performance, including total calls, handle time, and call types.
Performance Monitoring
Monitor service levels with reports on answered calls, measure agent efficiency with extension and call summaries, and identify frequent external numbers interacting with your business.
Call Center Report Types
Our call center reporting tools offer in-depth insights into various aspects of your communication operations. From abandoned call analysis and agent performance tracking to detailed reports on call distribution and extension activity, we provide a comprehensive view of your call center’s performance. Whether you need to understand peak call times, track agent efficiency, or assess call volume, our reports help optimize operations and improve customer service.
Cradle to Grave: Full Call Journey Tracking
Gain complete visibility into every call’s lifecycle by seeing each step from initiation to completion. Track interactions with auto attendants, queues, and agents, and view details such as call transfers, holds, and voicemail routing.
Automated Report Scheduling
Save time by automating reports with the ability to schedule them for delivery on a daily, weekly, or monthly basis. You can customize parameters to ensure you receive the exact insights needed for your team. Additionally, reports can be easily shared with team members via email, eliminating the need for them to have direct access to the platform.
Real-Time Dashboards
Stay informed with live call center metrics by tracking hourly call trends to view call volume patterns throughout the day. You can also analyze the extension breakdown to identify which extensions handle the most calls. Additionally, customizable widgets allow you to tailor your dashboard for instant, at-a-glance insights that matter most to your team.
Key Features of Top Contact Center Analytics Solutions
Historical Reporting
Monitor performance trends such as Average Handle Time (AHT), Average Speed of Answer (ASA), and Abandon Rate. Choose from pre-built reports or create custom reports tailored to your organization’s specific requirements.
Real-Time Dashboards
Utilize widget-based live dashboards to design personalized views for various business stakeholders. Track essential real-time data, including overall contact center performance, queue statuses, and other critical metrics.
Conversation Intelligence
Gain actionable insights by analyzing every customer interaction. Identify key areas for improvement by examining customer sentiment, trending topics, and competitor mentions, all of which contribute to enhancing customer experiences.
Voice of the Customer
Collect valuable customer feedback through post-interaction surveys. Use diverse question formats—such as yes/no, multiple choice, and ranking scales—to measure essential KPIs like Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS).
Historical Reporting
Monitor performance trends such as Average Handle Time (AHT), Average Speed of Answer (ASA), and Abandon Rate. Choose from pre-built reports or create custom reports tailored to your organization’s specific requirements.
Real-Time Dashboards
Utilize widget-based live dashboards to design personalized views for various business stakeholders. Track essential real-time data, including overall contact center performance, queue statuses, and other critical metrics.
Conversation Intelligence
Gain actionable insights by analyzing every customer interaction. Identify key areas for improvement by examining customer sentiment, trending topics, and competitor mentions, all of which contribute to enhancing customer experiences.
Voice of the Customer
Collect valuable customer feedback through post-interaction surveys. Use diverse question formats—such as yes/no, multiple choice, and ranking scales—to measure essential KPIs like Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS).
Seamless User & System Management
Extension & Hunt Group Management
Extensions can be organized into groups, which helps streamline reporting and management. By mirroring the settings of the phone system, you ensure accurate data tracking across all extensions and groups.
Alarms & Notifications
Receive real-time alerts whenever there are unusual call patterns, helping you spot potential issues quickly. You can also set up alarms for specific outbound calls or system inactivity, ensuring you stay informed about the system’s performance.
User & Role Management
You can easily configure user access and permissions to control who can access specific features. Additionally, you can assign admin roles for full control or reporting-only roles for limited access to analytics.
Extension & Hunt Group Management
Extensions can be organized into groups, which helps streamline reporting and management. By mirroring the settings of the phone system, you ensure accurate data tracking across all extensions and groups.
Alarms & Notifications
Receive real-time alerts whenever there are unusual call patterns, helping you spot potential issues quickly. You can also set up alarms for specific outbound calls or system inactivity, ensuring you stay informed about the system’s performance.
User & Role Management
You can easily configure user access and permissions to control who can access specific features. Additionally, you can assign admin roles for full control or reporting-only roles for limited access to analytics.
Optimize Your Call Center Operations Today!
Experience the full power of OneCloud Enhanced Reporting. Gain better insights, improve efficiency, and stay ahead with real-time data.