---
title: Reporting & Analytics
slug: contact-center/reporting-and-analytics
docTags: 
createdAt: 2025-09-30T19:57:28.699Z
---

Reporting & Analytics provides supervisors and administrators with access to a wide range of historical data and performance metrics for the contact center. These reports are essential for tracking KPIs, monitoring agent performance, understanding campaign effectiveness, and making data-driven business decisions.

# How It Works

The system continuously collects data on every interaction and agent activity. Users with the appropriate permissions can access a dedicated `Reports` module. Here, they can select from a list of standard reports (e.g., Agent Performance, Call Detail Report, Queue Performance), filter them by various parameters, and then view the results on-screen or export them.

## Prerequisites

- The user must have supervisor or administrator permissions.
- The required report must be assigned to the Supervisor by an Administrator.

## Configuration Steps

- **Add a Custom Report (Administrator):**
  - **Location:** Administrator > `Reports`> `Home`> `Report List`
  - **Action:**
    1. Click on "Add Report"
    2. Enter-
       1. Unique ReportID
       2. Report Name
       3. Upload the JRXML file
       4. Select Data Source of the report from `AmeyoDB` or `ReportsDB`
       5. Click on Next to add report.
- **Edit an existing Custom Report (Administrator):**
  - **Location:** Administrator > `Reports`> `Home`> `Report List`
  - **Action:**
    1. Edit the report name or data source or upload a new JRXML file.
    2. Click on Next to save changes.
- **View/ rerun past reports (Administrator):**
  - **Location:** Administrator > `Reports`> `Queue`> `Reports Queue`
  - **Action:**
    1. Past reports are listed in sequential order.
    2. Any past report can be viewed (upto 1 year since date of execution) or rerun, by clicking on the relevant icons for-
       1. Rerun
       2. Download in PDF (.pdf)
       3. Download as CSV (.csv)
       4. Download as Excel (.xlsx)
       5. View as HTML page
- **Assigning Report Access to Supervisors (Administrator):**
  - **Location:** Administrator > `Reports`> `Management`> `Report Privilige`
  - **Action:**
    1. The left panel contains the list of all `Reports` available in the system.
    2. Select the required report, which you want to assign or unassign from users.
    3. Select if you want to view the users "Assigned" to this report (these users can then run these reports) or users that are "Available" for this report to be assigned to (these users do not currently see this report on their interface).
    4. All the selected type of users appear in a alphabetical list, with their permission check box towards the right of their username listing. It is possible to search for a particualr user within the selected user assignment type.
    5. Enable the permission check box to give the report access to the user(s) or disable it to revoke access.
- **Assigning Supervisor Access to Reports (Administrator):**
  - **Location:** Administrator > `Reports`> `Management`> ` User Privilige`
  - **Action:**
    1. The left panel contains the list of all Supervisors available in the system.
    2. Select the Supervisor for whom you want to view or assign reports..
    3. Select if you want to view the reports "Assigned" to this user (these reports are avalable to this user) or reports that are "Available" for assignment to this user(these reports do not currently appear on this user's interface).
    4. All the selected type of reports appear in a alphabetical list, with their permission check box towards the right of their report name listing. It is possible to search for a particualr report within the selected report assignment type.
    5. Enable the permission check box to give the user access to the report(s or disable it to revoke access.
- **Accessing and Running Reports (Supervisor):**
  - **Location:** `Supervisor` > `Reports`
  - **Action:**
    1. The `Reports` module is accessible from the main navigation bar.
    2. Click on a report category, such as `ACD Reports` or `CRM Reports`.
    3. Select the specific report you want to view.
    4. Use the filters at the top of the page to specify the date range, campaign, and other parameters.
    5. Click **View** to generate the report. You can also **Export** the data.

# Use Cases

- **Daily Performance Review:** A supervisor runs the Agent Performance Report every morning to review the previous day's metrics for each agent.
- **SLA Monitoring:** A manager reviews the Queue Performance Report to check the service level and average speed of answer (ASA).
- **Campaign Analysis:** An administrator exports the Call Detail Report (CDR) for an outbound campaign to analyze connection rates and outcomes.

# Benefits

- **Data-Driven Decision Making:** Provides the quantitative insights needed to optimize staffing, improve processes, and enhance performance.
- **Comprehensive Performance Tracking:** Offers detailed visibility into the performance of agents, queues, and campaigns.
- **Identifies Trends and Patterns:** Helps managers identify recurring issues, peak call times, and other important trends.

# Limitations

- The sheer number of available reports and metrics can be overwhelming without proper training on which reports are most relevant.

## Report Comparison

Starting from version 4.13.3, the platform includes **default comparison rules** that allow administrators to compare two report runs side by side and highlight differences. In version 4.13.4, comparison reports gained the ability to **export only mismatched rows**, making it easier to audit data discrepancies without sifting through large result sets.

## Scheduled `reportsdb` Cleanup

Starting from version 4.13.9, a scheduled job can be configured to **clean up stale data in the **`reportsdb` database. This prevents unbounded growth of the reporting database and keeps report generation performant over time.

## Default Reports and Extended Columns

Starting from version 4.13.32, additional **default reports** are included out of the box, and several existing reports have been enhanced with **extra columns** to provide richer data coverage without requiring custom JRXML development.

## Version History

| Version | Enhancement                                   | Release Notes                                                                          |
| ------- | --------------------------------------------- | -------------------------------------------------------------------------------------- |
| 4.13.1  | Initial feature documentation                 | —                                                                                      |
| 4.13.3  | Default report comparison rules               | [4.13.3 Release Notes](docId\:AAQ9HD2jykMjBsrFYAaNe)                                   |
| 4.13.4  | Comparison reports can export mismatched rows | [4.13.4 Release Notes](docId\:jomNaxU6JtlBECPeCEyXc)                                   |
| 4.13.9  | Scheduled `reportsdb` cleanup                 | [4.13.9 Release Notes](docId:9NxxIUvSS1xLP1SVj_GHJ)                                    |
| 4.13.32 | New default reports and extra columns         | [Contact Center - Patch Release Notes - Version 4.13.32](docId\:L_miO7Fd4LCfPvpFVKa-k) |