Reporting System

The Reporting System provides comprehensive analytics for your conversational AI agents with advanced filtering, metrics tracking, and data export capabilities.

Overview

The reporting system offers detailed insights into agent performance, call metrics, and conversion analytics with temporal analysis to help you optimize your AI agents.

All reports are generated in real-time and can be exported to CSV format for further analysis.

Getting Started

Access Reports

Navigate to the Reports section in your dashboard to begin generating analytics reports.

Select Agents

Choose which agents you want to include in your report from the available list.

Configure Filters

Set date ranges, status filters, and other criteria to focus your analysis.

Generate Report

Click “Generate Report” to create your comprehensive analytics report.

Report Filters

Basic Filters

Configure your report scope with these fundamental filters:

Agent Selection: Choose specific agents or select all agents
Date Range: Set start and end dates for your analysis period
Status Filter: Filter by call status (completed, missed, failed, etc.)
Call Type: Filter by inbound, outbound, or transferred calls

Advanced Filters

Refine your analysis with additional criteria:

interface ReportFilters {
  agent_ids: string[];
  start_date: string;
  end_date: string;
  filters?: {
    status?: string[];
    call_type?: string[];
    min_duration?: number;
    max_duration?: number;
    min_nps_score?: number;
    max_nps_score?: number;
  };
}

Duration Filters:

Set minimum and maximum call duration thresholds
Analyze calls within specific time ranges

NPS Score Filters:

Filter by Net Promoter Score ranges
Focus on high or low satisfaction calls

Agent Metrics

Each report provides comprehensive metrics for selected agents:

Core Metrics

Call Statistics
Performance Metrics
Duration Analysis

Total Calls: All initiated calls
Completed Calls: Successfully finished conversations
Converted Calls: Calls that achieved objectives
Received Calls: Inbound calls handled
Outbound Calls: Agent-initiated calls
Transferred Calls: Calls passed to human agents

Customer Satisfaction

NPS (Net Promoter Score) tracking is available for agents with NPS activation enabled.

Average NPS Score: Mean customer satisfaction rating
NPS Surveys Count: Number of completed satisfaction surveys
NPS Response Rate: Percentage of customers who responded to surveys

Lead Management

Track your lead conversion funnel:

Unique Leads: Total number of distinct leads
Contacted Leads: Leads successfully reached
Converted Leads: Leads that completed desired actions
Conversion from Contacted Rate: Efficiency of contacted lead conversion

Temporal Analysis

Daily Breakdown

View performance trends over time with daily metrics:

daily_data: Array<{
  date: string;
  calls: number;
  unique_leads: number;
  contacted_leads: number;
  converted_leads: number;
  completed_calls: number;
  conversions: number;
  avg_duration: number;
  conversion_rate: number;
  // Additional metrics...
}>

Key Daily Metrics:

Call volume trends
Conversion rate fluctuations
Duration patterns
Lead engagement levels

Hourly Analysis

Optimize scheduling with hourly performance data:

Peak Hours: Identify most effective calling times
Conversion by Hour: Success rates throughout the day
Duration Patterns: Average call lengths by time of day

Hourly analysis requires sufficient data volume for meaningful insights. Reports with fewer than 50 calls may show limited hourly patterns.

Data Export

CSV Export

Export your reports for external analysis:

Generate Report

Create your report with desired filters and date range.

Export Options

Choose CSV format and optionally specify a custom filename.

Download

The system will generate and download your CSV file with all report data.

CSV Export Includes:

Agent metrics summary
Daily temporal data
Hourly analysis
Status distribution
Call details (if included in filters)

Export Format

// Export request structure
{
  report_data: ReportData,
  format: 'csv',
  filename?: string // Optional custom filename
}

Report Templates

Predefined Templates

Use pre-configured templates for common reporting needs:

Daily Performance: Standard daily metrics overview
Weekly Summary: 7-day performance analysis
Monthly Review: Comprehensive monthly report
Conversion Analysis: Focus on conversion metrics
NPS Analysis: Customer satisfaction report

Custom Templates

Create and save your own report configurations:

interface ReportTemplate {
  id: string;
  name: string;
  description: string;
  filters: ReportFilters;
}

Status Distribution

Understand call outcomes with status distribution analysis:

Completion Status: Breakdown of finished, ongoing, and failed calls
Contact Results: Distribution of answered, missed, and unreachable calls
Percentage Analysis: Visual representation of status proportions

Common statuses include:

closed: Successfully finished calls
open: Currently ongoing calls
no-answer: Unanswered calls
voicemail: Calls reaching voicemail
failed: Technical failures
busy: Busy line encounters

Best Practices

Effective Reporting

For optimal insights, use date ranges that provide sufficient data while remaining focused on your analysis goals.

Regular Monitoring: Generate weekly reports to track performance trends
Comparative Analysis: Compare different time periods to identify improvements
Agent Benchmarking: Compare agent performance to identify best practices
Seasonal Adjustments: Account for seasonal variations in your analysis

Data Interpretation

Look for Patterns: Identify recurring trends in daily and hourly data
Context Matters: Consider external factors affecting call performance
Actionable Insights: Focus on metrics you can improve through optimization

Performance Optimization

Use reporting data to:

Adjust calling schedules based on hourly success rates
Optimize agent scripts based on conversion analysis
Improve lead quality based on contact rate insights
Enhance customer experience using NPS feedback

API Integration

The Reporting Service provides programmatic access to all reporting functionality:

// Generate a report
const reportData = await reportingService.generateReport(filters);

// Export report data
const csvBlob = await reportingService.exportReport(reportData, 'csv');

// Get available agents
const agents = await reportingService.getAgents();

// Access report templates
const templates = await reportingService.getTemplates();

API access requires proper authentication tokens. Ensure your integration handles token refresh for long-running processes.

Getting Started

Agents

Advanced Editor

Voice Library

Calls

CRM

Account

Overview

Getting Started

Report Filters

Basic Filters

Advanced Filters

Agent Metrics

Core Metrics

Customer Satisfaction

Lead Management

Temporal Analysis

Daily Breakdown

Hourly Analysis

Data Export

CSV Export

Export Format

Report Templates

Predefined Templates

Custom Templates

Status Distribution

Best Practices

Effective Reporting

Data Interpretation

Performance Optimization

API Integration

​Overview

​Getting Started

​Report Filters

​Basic Filters

​Advanced Filters

​Agent Metrics

​Core Metrics

​Customer Satisfaction

​Lead Management

​Temporal Analysis

​Daily Breakdown

​Hourly Analysis

​Data Export

​CSV Export

​Export Format

​Report Templates

​Predefined Templates

​Custom Templates

​Status Distribution

​Best Practices

​Effective Reporting

​Data Interpretation

​Performance Optimization

​API Integration

Overview

Getting Started

Report Filters

Basic Filters

Advanced Filters

Agent Metrics

Core Metrics

Customer Satisfaction

Lead Management

Temporal Analysis

Daily Breakdown

Hourly Analysis

Data Export

CSV Export

Export Format

Report Templates

Predefined Templates

Custom Templates

Status Distribution

Best Practices

Effective Reporting

Data Interpretation

Performance Optimization

API Integration