Understanding the Reporting Page

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  • Published on Nov 20, 2025
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The Reporting page displays the following elements:

  • The Calls Summary section displays:

    • The number of Calls This Week

    • The Total Calls (number of recorded calls to date)

    • The percentage of calls This Month compared to the same period last month

  • The Calls Volume section renders a bar chart displaying the call volume over the past six months. To see this chart, click on the icon.

  • The Saved template button renders a list of previously saved report templates, when clicked. When generating a report users have the option to save the report’s template that they may reuse. Once saved, the saved template appears in a dropdown list. If a user generates a report based on the same parameters/criteria, they may create their own template based on one of the five reports. To run a saved report a user would click Saved template button and then select the report template’s name visible in the list. An example of this dropdown template report list is:

    List of saved reports with options to edit or delete each entry.

    Incidentally, the user may search for a saved template by typing their request in the Search Reports search field. For example;  

  • A Call Duration report allows a user to pull data associated with call durations. For example, if the user wishes to evaluate how much time agents are spending on calls daily, the user would pull a Call Duration Report using the criteria: by agent, by day.

  • A Call Volume report pulls data associated with call volumes. For example, if the user wishes to evaluate how many incoming calls occurred on a particular extension each day, the user would pull a Call Volume Report using the criteria: extension by day.

  • An Evaluation Counts report allows a user to generate reports based on quality assurance evaluations.

  • Quality assurance evaluation reporting is only possible with CR&A’s Quality Assurance (QA) license.

  • An Evaluation Scores report pulls reports based on quality assurance evaluation scores. Quality assurance evaluation reporting is only possible with CR&A’s Quality Assurance (QA) license.

  • A Speech Analytics report creates reports based on call insights, such as call sentiment.