Reports, Scheduled Packs & Analytics

Last updated · fulliautomatix 1.0.33 · cacofonix 3.4.28 · getafix 3.2.65

Supervisors have access to ad-hoc report building, instant exports (XLSX, PDF, CSV), automated email report scheduling, and quick preset analytics on the Desk, as well as detailed log tables in the Admin Console.

1. Ad-Hoc Report Builder (/reports)

Open Reports (https://desk.<domain>/reports) from the left navigation rail:

  1. Select Metrics (toggle one or more metric chips):
    • Answered
    • Abandonment
    • Service level
    • AHT (Average Handle Time)
    • Occupancy
    • Transfers
    • Outcomes (adds one column for each of your company's configured wrap-up outcomes, including multi-disposition calls)
  2. Choose One Dimension:
    • Agent, Queue, Team, Hour, Day, or Language.
    • Note: Metrics that do not apply to a chosen dimension (such as Occupancy by Queue, or AHT by Day/Hour) are left blank rather than estimated.
  3. Select Date Range & Queue Filter:
    • Presets: Today, Yesterday, Last 7 days, This month, or Custom date range.
    • Optionally filter to a single Queue.
  4. Run & Export:
    • Click Run report.
    • View the result table with previous-period delta comparisons alongside a visual bar chart for your selected metric.
    • Click XLSX, PDF, or CSV to download the report immediately.

2. Scheduled Email Report Packs (/reports → Scheduled reports)

Any ad-hoc report query can be turned into an automated email pack delivered at 07:00 in your company's time zone:

  1. After configuring your metrics and dimension on the builder, click Schedule this.
  2. Enter a Schedule name, choose the cadence (Daily, Weekly, or Monthly), choose the attachment format (XLSX, PDF, or CSV), and enter one or more recipient email addresses.
  3. Click Save schedule.
  4. Open the Scheduled reports tab to manage your schedules:
    • View the next scheduled run time and the history of past runs (SUCCESS or FAILED with error reason).
    • Click Run now to trigger an immediate off-schedule delivery, or Retry now on a failed delivery.
    • Click Pause to suspend a schedule or Delete to remove it.

3. Desk Analytics (/analytics)

Click Analytics (https://desk.<domain>/analytics) for instant whole-day summaries across Today, This week, or Month:

  • Supervisors see company-wide KPIs, outcome breakdowns, pause reasons, and the full Agents table with one-click CSV export.

4. Admin Console History & Reports (https://ui.<domain>)

When you need raw call-leg logs, recording downloads, or 3-month historical drill-downs, open the Admin Console (https://ui.<domain>) via your Desk account menu:

  • Applications → History (up to 3 months lookback):
    • Channel Logs: Every call leg per extension (Personal, Q: <queue>), call status (Received, Dialed, Missed, In Progress), duration, inline Recording playback & download, and one-click Call (click-to-dial).
    • Agent Logs: Every agent state transition (join, leave, pause with reason, resume, WRAP_UP_START/END, and MONITOR_AGENT audit rows naming the supervisor and mode).
    • Endpoint Logs: Every SIP device registration and unregistration event.
    • Queue Logs: Raw Asterisk queue events (Logs tab) and per-call queue outcomes (Channel Logs tab with queued duration, status, recording playback, and click-to-dial).
  • Applications → Report:
    • Agent Reports: Session tab (logged-in, joined, paused, occupancy) and Call tab (inbound/outbound queue calls, ACD outcomes, talk/ring/idle time).
    • Queue Reports: Summary, Inbound, Outbound, Wait Analysis, Daily Trend (with CSV export), and 30-minute Intervals (with CSV export).
    • Company Reports: Multi-queue and multi-agent comparison tables with CSV export.