📊 Documentation: Reportes

📊 Definition — Reports module

The Reports module gathers the telephony operation reports: CDR (call detail), Queues / Call Center (queue and agent performance) and Statistics (user activity). With date, queue and agent filters, and export.

⚠️ Sample data: the numbers, names, queues and agents shown in this guide are generic (sample data), used only for illustration; they do not correspond to any real client information.

📞 CDR — Calls report

The CDR (detailed call record) shows the detail of each call, grouped by call (a call may have several legs). Typical columns: date, source (who called), DID (the company number they dialed), destination, queue/agent, type (inbound or outbound), status (answered / not answered), duration and recording.

Beyond the detail, the CDR offers several views of the same period, grouped in different ways:

Summary and by who handles

• Overview — totals and breakdown by call type.
• Extension — activity by agent/extension (offered, answered, no-answer).
• Queue — calls per queue (offered, answered, abandoned).
• Account — accounts (IVR) with the most calls.

By number and route

• Destination — the most frequent external numbers (callers and dialed).
• DID — inbound calls per company number (DID).
• Outbound ID — outbound calls by the Caller ID presented.
• DID Forward — DID calls forwarded to an external number (origin, DID, destination).
• Country — external calls grouped by country.
• Trunk — traffic per provider / trunk.

Trends and volume

• Day Trend — answered rate and volume by day.
• Hour Trend — call distribution by hour of day.
• Concurrency — peak simultaneous (concurrent) calls.

Call outcome

• Answer SLA — time-to-answer and service level.
• Abandoned — queue calls the customer hung up before being answered.
• No Answer — calls nobody answered.
• Busy / Failed — calls that returned busy or failed.
• Feature — feature-code usage (queue login/logout, do-not-disturb, forward, call spy, etc.).

Example with generic data (not real).

👥 Queues / Call Center

Four views — we explain what each one does: Queues (reports by queue), Agents (reports by agent), Monitor Real Time (live board) and Monitor Plus (configurable board with charts).

1 · Queues — reports by queue

A queue is a group that calls enter and are shared among agents (for example Sales or Support). These reports measure how each queue responded.

• Performance (performance) — the queue summary: how many were answered, how many were abandoned (hung up before being answered), how long they waited and the service level (calls answered on time). To see the health of the queue.
• History (history) — the list of every call that entered the queue: time, who called, which agent answered and how long they waited. To review a specific call.
• Caller-ID — the numbers that called the queue the most (with their calls, answered, abandoned and talk time).
• DID — the company numbers (the ones dialed) with the most calls to the queue.
• Daily Trend — how the queue activity changed day by day.
• Hour Trend — the busiest and quietest hours of the queue.
• Ranking — orders the queues from best to last by the value you choose.
• Compare — compares two or more queues side by side.
• Heatmap — a day × hour grid that colors the busiest hours.
• Longest wait — the calls that waited the longest in the queue.
• Callbacks — abandoned calls to call back: who called, how long they waited and whether they were called back.

2 · Agents — reports by agent

An agent is the person (their extension) who answers the calls. These reports measure each agent work.

• Performance — summary of each agent: answered, missed, talk time and occupancy (how much of the time they were on a call).
• Agent Call — the detailed list of the calls each agent handled.
• Missed — the calls that rang the agent and were not answered.
• Ranking — orders agents from best to last by the value you choose (for example, most answered calls).
• Compare — places two or more agents side by side to compare them.
• Scorecard — a card per agent with their main numbers, like a report card.
• Daily Trend — shows how activity changes day by day.
• Hour Trend — shows the busiest and quietest hours of the day.
• Heatmap — a day × hour grid that colors the busiest hours.
• Agent State — which state the agent was in (available, busy, on break) and how long in each.
• Agent State Log — the log with the exact time of each state change.
• Login Sessions — what time each agent logged in and out.
• Occupancy — the percentage of time the agent was actually on a call.

3 · Monitor Real Time — live

A live board that shows what is happening right now: calls waiting, calls in progress and which agents are available, busy or on break. It updates by itself — ideal for the supervisor during the day.

Example of Monitor Real Time (generic data).

4 · Monitor Plus — configurable board

A live board you set up your way: choose which queues, agents and data to see, with charts (bars, pies, 2D/3D), clock, sound and full screen. To have a tailored view on a big screen.

Example of Monitor Plus (generic data).

Example (Performance by agent) with generic data — sample queue/agent names.

📊 Statistics

Summary of your activity for the day: calls (inbound/outbound) and messages (SMS, WhatsApp, Email and chat).

Example with generic data (not real).