Call Center Reports Overview

Yeastar P-Series PBX System provides a set of predefined reports concerning detailed information about call center performance. This topic describes what you can do with call center report, and the report types.

What you can do with call center reports

The system automatically generates reports in the format of graphs or charts, and helps you to simplify analysis and extract invaluable data with ease. These reports can be historical and real-time. You can view and schedule reports on demand to evaluate past activities and plan future actions.

Type of call reports

Yeastar P-Series PBX System provides comprehensive call reports that offer valuable insights into call queue and queue agent performance over a period of time, helping you monitor work efficiency and evaluate performance. Based on their level of customization, these reports can be divided into two types:

Default Call Report: Call reports with built-in dimensions, filters, and metrics.
You can choose from a variety of default reports to view call statistics with ease.
Custom Call Report: Call reports with customizable dimensions, filters, and metrics.
You can choose from the available options to customize reports according to your business needs.

Refer to the following table for the reports available in each category and their dependency on subscription plan. You can click the report link for instructions on accessing the report and viewing its metrics.


Type	Reports	Requirement
Default Call Report	Queue AVG Wait & Talk Time Report Queue Performance Report Queue Performance Activity Report Queue Callback Summary Report Queue Callback Activity Report Satisfaction Survey Report Satisfaction Survey Details Report Agent Login Activity Report Agent Pause Activity Report Agent Missed Call Activity Report Agent Performance Report Agent Call Summary Report	Require subscription to Enterprise Plan or Ultimate Plan
Custom Call Report	Inbound Queue Activity Analysis Report Inbound Queue Logs Report Inbound Queue Logs for Agent Report Agent Activity Analysis Report

Creation of call reports

Beyond system-provided call reports, you can create your own report by adjusting filters and metrics of a Default Call Report, or by customizing dimensions, filters, and metrics of a Custom Call Report. The reports you create are saved under My Reports for centralized and easy access.

For more information, see Create a Custom Call Report.