UCaaS · Reporting & analytics

See the whole operation. Know your next move.

Bring calls, conversations, campaigns and service performance into a clearer operational view. Trace activity, understand the pressure and give your team a focused next step.

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Operational overview

Period

Last 7 days

Calls

128

Conversations

Open tickets

Daily call activity

Review point

When does demand rise?

One period. More than one perspective.

Start with the dashboard, then inspect the relevant records. A total tells you how much happened; the underlying report helps you understand what happened.

Volume

Incoming and outgoing calls, sent and received messages, and conversation totals.

Work in progress

Open conversations, unassigned work and ticket status show where follow-up is needed.

Context

Read each indicator with its time range, channel and available filters.

CALLS

Every call has a trace.

Review call date, caller, destination, direction and status. Compare total duration with talk time, and open the recording where it is available. Search and available columns help narrow the review.

Call record

Direction / status

Incoming · Answered

Total duration

03:40

Talk time

03:12

Available evidence

Recording & call details

MESSAGES

Follow message activity across the period.

Inspect sent and received message activity with the date range, message type and available channel filters. Keep message counts distinct from delivery receipts and conversation counts.

Message report

Selected period

01–07 October

Received

Customer messages arrive across connected channels.

Sent

Team replies contribute to message activity.

A message is not a complete conversation.

CONVERSATIONS

Understand the workload behind the conversation count.

Switch between chart and detail views to review conversation activity during the selected period. Open, closed and unassigned work reveal different follow-up needs; use the available filters to inspect the relevant slice.

Conversation review

Chart

Details

Open

Still needs follow-up

Closed

Review completed work

Unassigned

Check ownership

The dashboard and reports complement one another.

CAMPAIGNS

Measure each campaign on its own terms.

Compare campaign outcomes without treating every channel the same. Delivery and engagement signals depend on the connected provider and the statuses it returns.

Channel-aware measurement

Sent, delivered, read and failed — where returned by the provider.

SMS

Sent, delivered and failed. Delivery does not mean the message was read.

Voice campaigns

Attempts, successful calls and average duration through the PBX integration.

SERVICE

Connect service commitments to follow-up.

Read ticket status alongside enabled SLA indicators, such as response and resolution targets, timers and breach records. Agent, team and channel views help focus the review where these dimensions are available.

Service review

Ticket status

In progress

Response target

Review the timer and the recorded event.

Resolution target

Follow up on breaches and escalation records.

Follow response and resolution targets in SLA reporting.

EXPERIENCE

Listen to the rating. Investigate the reason.

Review available customer satisfaction results across periods and supported agent or channel dimensions. Treat customer ratings and inferred sentiment as separate signals, and return to the interaction before drawing conclusions.

Two signals, different meaning

Customer feedback

What the customer explicitly rated.

Sentiment analysis

An AI-generated interpretation that needs context.

Review trends, then inspect individual interactions.

Measure how the AI agent reaches an outcome.

Track sessions, resolution without handoff, handoffs, average turns and available CSAT. Compare agent performance and exit reasons. For enabled post-call or chat analysis, review summaries, transcripts, keywords and sentiment in context.

AI analytics

Sessions

Activity over time

Resolution / handoff

How sessions conclude

Agent comparison

Performance by agent

Read the outcome, not just the volume.

Analysis tools and languages depend on the enabled integration.

WALLBOARD

A live view for today. A report for the review.

When contact-centre integration is enabled, wallboards can surface queue activity, missed calls, waiting indicators and active agents. Historical records serve a different purpose: reviewing the period and understanding recurring patterns.

Two operational rhythms

During the shift

Where does the team need attention now?

After the period

Which pressure points keep recurring?

Wallboard metrics and refresh depend on PBX events and configuration.

CUSTOM REPORTS

Build a focused view from the available fields.

Use service reports to follow activity, response times and outstanding requests.

A focused report

Question

Where is follow-up delayed?

Records

Choose the relevant source

Columns & filters

Keep the necessary detail

View

Compare the period, channel and team.

Configuration uses available data; it is not an unrestricted BI builder.

DELIVERY

Put the report into the review routine.

Use supported exports to share the relevant records with your team. Scheduled report delivery, email distribution and export formats depend on the report type, enabled options and permissions.

From report to action

Select the period

Align the review with the same time window.

Share the relevant detail

Export the supported view, within access permissions.

Agree the follow-up

Assign an owner and revisit the same indicator.

GOVERNANCE

The right visibility for each role.

Administrative views can bring together tenant usage, campaign and channel activity, and available audit records. Access remains tied to the role and enabled modules; operational reporting does not imply access to other organisations’ data.

Access-aware reporting

Team view

Operational follow-up

Administrative view

Usage & enabled audit records

Scope

Your organisation and permissions

Choose who needs the report before sharing it.

Questions, answered

A clearer picture before you begin.

Which reports can I review?

The platform provides call logs, message reports, conversation reports and dashboard indicators. Campaign, SLA, AI, wallboard and configurable reporting capabilities depend on the modules and integrations enabled for your organisation.

Are all reports real time?

No. Live wallboards rely on connected PBX events, while reports use the records and update cycle of their source. Review the selected period and available data before comparing results.

Can I see whether an SMS was read?

SMS delivery reports show supported sending, delivery and failure statuses. They do not provide a read receipt. WhatsApp read status depends on the provider returning it.

How do reports support team decisions?

Choose the reporting fields, filters and outputs that help your team answer its operational questions.

Is sentiment the same as a customer rating?

No. A customer rating is direct feedback. Sentiment is an AI-generated interpretation. Reading them together can support a review, but neither should be used without the interaction context.

How do we choose the right reporting setup?

Start with your team’s questions, communication channels and reporting responsibilities, then organise the view that supports each decision.

Which question should your next report answer?

Tell us what you need to measure. We will help map it to the reports, data and integrations available in UCaaS.

Talk to our team