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Historical reports

CONTACT.WORK historical reporting includes about thirty prebuilt reports on your queues and your people. They show what share of calls were lost, how long customers waited for an answer, how much each agent works, and how inquiries end. You can break the numbers down by hour or day, tie them to form fields, and download them as a spreadsheet. Your BI system can pull them through the API.

Get a quotePricing
30+prebuilt reportsfor managers
Anyperiodfrom an hour to a year
Excelexportfor any report
NPSand formsnext to call data

Reports

What the reports track

QueuesHow many calls came in, how many were answered or lost, and how long customers waited.
Answered within 20 secondsThe share of calls answered in 20 seconds or less – for every hour and day.
Inbound numbersCalls to each number, so you can see which ad channel is working.
AgentsCalls, transfers, talk time, and wait time for each person.
StatusesHow much time an agent spent on the line, on breaks, and in training.
Inquiry outcomesTopics, reasons for lost deals, and how the customer heard about you – from forms.
IVR and AITransfers from the IVR, requested callbacks, and questions to the voice assistant.
PartnersCalls sent to each partner, share of the target, and how those calls ended.

Report types

What the reports tell you

Reports are grouped by the questions managers ask: do we have enough people, how is each agent doing, how did inquiries end, how are partners handling calls, and what did customers resolve on their own.

Load and losses by queue

The group report shows how many calls entered the queue, how many were routed to agents and answered, and how many went unanswered, were transferred, or called back again. Next to that are average and maximum wait time, average talk time, and the share of fast answers. Separate reports break calls down by the number customers dialed, by call type, and by direction.

  • Lost and repeat calls
  • Wait time in queue
  • Breakdown by number
Group 1 of 5

Each role sees only the reports it has access to.

How it works

How historical reporting works

Filters

How you pick the data

At the top you choose a report, then the period: day, week, month, year, or custom dates. Each report has its own filters: people, queues, direction, and call type. Results appear as a table or a chart, and it's easy to compare two periods – for example, this week and last week.

  • Five period types
  • Table or chart
  • Compare two periods

Export

Where the numbers go

Get an Excel spreadsheet with one click, and have the reports you need emailed on a schedule – say, every Monday. If your company pulls numbers into its own BI system, it gets the data through the API, with no manual exports.

  • One-click Excel
  • Scheduled email
  • BI integration

Access

Who sees the reports

The role decides which reports are open: administrators see everything, supervisors see their own groups, and the QA team sees forms and call reviews. Test accounts and internal staff are excluded from the numbers.

  • Reports by role
  • Own groups
  • No test accounts
See your lossesAbandoned calls by hour show when you're short on people.
Each agent's workloadEach agent's time on the line, on breaks, and in training.
Reasons in numbersTopics and lost deals are counted from forms, not gut feeling.
Numbers without the busyworkReports are built with one click – no stitching spreadsheets together by hand.

Launch

How we set up reporting

  1. 01GoalsTogether with your leadership, we pick the numbers to check daily and the ones that only need a monthly look.
  2. 02RolesWe set who can access which reports: administrators, supervisors, the QA team.
  3. 03StatusesWe create agent statuses – lunch, training, order processing – so time in each is counted separately.
  4. 04FormsWe link reports to forms so you can see inquiry topics, lost-deal reasons, and ad channels.
  5. 05ValidationWe check the first reports against the call log and make sure the numbers match exactly.
  6. 06TrainingWe show managers how to choose a report, period, and filters, and save the result to Excel.

Comparison

Manual spreadsheets vs. platform reports

Platform reportsManual spreadsheets
Data collectionBuilt automaticallyExports from different systems
FreshnessAs of the moment you open itAs of the day you built it
BreakdownsHours, queues, people, topicsAs many as you had time for
ErrorsNo manual copyingCreep in during copying
Analyst timeMinutes to pick a filterHours every week
Form resultsTogether with callsSeparate from calls

Requirements

What you'll need

Access
Administrator or supervisor role
Data
Calls and forms in the platform
Statuses
A list of agent statuses
Export
Excel or a feed to your analytics
Where to view
A browser, nothing to install
Price
Reports are free; setup is billed in hours

Preparation

What to decide up front

What to check every day?Missed calls and wait time are usually checked daily, everything else less often.
Who sees which reports?Supervisors – their own groups, QA – forms, leadership – everything.
Which statuses to create?The more precise the statuses, the clearer it is where agents' work time goes.
What service level is your target?Many teams aim for 80/20, but sales and service often have different goals.
Do you need a BI system?Whether reports and Excel are enough, or calls need to be matched with sales separately.
Which form fields matter?Topics, lost-deal reasons, channels – only the fields someone will actually review.

Q&A

Frequently asked questions

How are historical reports different from monitoring?

Monitoring shows the current minute: who's busy and which calls are waiting. Historical reports sum things up – for yesterday, a week, or a quarter.

Real-time monitoring →

Which reports are included?

About thirty: on queues and numbers, agents, their statuses and logins, call types, forms, QA reviews and NPS, partners and branches, callbacks, IVR transfers, and the voice assistant.

How is service level calculated?

It's the share of calls answered within the target time. In the platform's report, the target is 20 seconds, and the share is calculated per hour, per day, or for the whole period.

Service level →

Can I see reports by hour?

A report can be split by hour or day, or give a single total – that's how you see when you're short on agents.

Are chats included?

For written channels, there are reports on message volume by channel, time to first reply, conversation outcomes, and customer ratings.

Omnichannel inbox →

Is there a report for the auto dialer?

For each campaign, you see who was reached, and for each number on the list – the call outcome.

Auto dialer →

Can I export the data?

Every report can be saved to Excel, and we provide data for your BI system through the API.

API →

Can I get reports by email?

Selected reports arrive by email on a schedule: every day, every Monday, or at the start of the month.

Can I build my own report?

We build reports for your forms and business needs as custom development.

Development →

How do I calculate revenue lost to missed calls?

Take the number of unanswered calls for the month from the report and subtract the callers who later got through on their own or were called back. Multiply what's left by your typical share of calls that end in a purchase and by your average order value – that's your lost revenue.

How much does historical reporting cost?

Reports are free – they're built into the platform. You pay only for setting them up and customizing them, billed in support hours.

Pricing →

Glossary

Terms on this page

BI system
A system that brings data from different apps together in shared reports. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Net Promoter Score (NPS)
How willing customers are to recommend your company – based on one question rated 0 to 10. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →

More

More on managing your contact center

Real-time monitoring Agent availability, waiting customers, and missed calls – right now. Learn more Workforce management Agent schedules built on the volume forecast, so you're fully staffed at peak. Learn more Speech analytics Your entire call volume gets scored, not a handful of calls someone had time to listen to. Learn more Form builder Every call's outcome goes into form fields, not a free-text comment. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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