Reporting

By hour, by day, by team, by number dialled. The report that matters most is usually abandoned calls by hour, because it tells you when to put another person on the phone.

Average wait, longest wait, calls answered inside your service level, and how the load is shared. Enough to have a fair conversation about performance.

What is happening now, not last month: who is on a call, who is waiting, how long they have been waiting.

At larger sizes the call data can feed the dashboards your business already uses, so telephony sits beside the rest of the numbers instead of in its own corner.