Call Center Feature
Know what happened
on every number
and with every agent.
Two reports cover your call center: one per number, one per agent. Pick the period and the breakdown, choose your columns, and get the result in Excel or in your inbox.
| Talked to an agent | Entered queue | Unanswered in queue | Service level % | Abandoned | Short abandoned | Agent CSAT | |
|---|---|---|---|---|---|---|---|
| Mon | 182 | 140 | 6 | 91% | 5 | 3 | 4.6 |
| Tue | 167 | 128 | 9 | 86% | 8 | 2 | 4.5 |
| Wed | 174 | 133 | 4 | 93% | 4 | 4 | 4.7 |
| Total | 523 | 401 | 19 | 90% | 17 | 9 | 4.6 |
Why it matters
Every number, every reason
Calls that reached an agent and calls that did not, queue entries and answers, service level, voicemail, callback requests, and why calls were missed: abandoned, short abandoned, out of hours.
Every agent, every hour
Calls in and out, talk time, chat conversations, survey scores, time Available, Busy, on Break, and Away, and occupancy. Ringing attempts show why an agent missed a call: no answer, declined, or no device responding.
Answered means a person answered
A call your menu picked up does not count as answered. Talk time on an inbound call starts when the agent joins, so the numbers match what customers lived.
Reports that come to you
Save a view, then get it by e-mail every day, week, or month, in Excel or CSV.
How It Works
Set up in four steps
- 1
Choose a report
The number report for lines and queues, the agent report for people.
- 2
Pick the period
From the last hour to last year, broken down by hour, day, week, or month.
- 3
Shape it
Show the columns you need, filter by numbers, users, or teams, and save the view.
- 4
Share it
Export to Excel or CSV, or schedule it by e-mail.
Use Cases
Staffing by the hour
An hourly view of last month shows the queue going unanswered between 12:00 and 13:00. The team moves lunch breaks and adds a break rule.
One-to-ones
A team lead opens the agent report with Shift View before a weekly one-to-one: talk time, survey scores, and time on break, for the same week.
The monthly pack
The operations manager gets the number report for every line on the first of each month, as an Excel file, without asking anyone for it.
FAQ
Frequently asked questions
Inbound and outbound calls, talk time, queue entries and answers, service level, missed reasons, survey scores, chat conversations, time in each agent status, and occupancy.
Up to 50,000 rows in Excel and 200,000 rows in CSV.
The person who saved the view. Each user can schedule up to five, and every e-mail has a link to stop it.
Each agent's figures for today are available over the API, and AI assistants connected over MCP can answer questions about call volume and agent performance.