Reports

The Reports page turns raw call activity into the operational answers your team actually wants: not just “how many calls”, but which contacts came back, why, and what they kept calling about. Five purpose-built reports run side by side, each with its own headline tile and a deeper breakdown beneath, all anchored to a single shared period picker so you can compare like-for-like across the page.

The Period Picker

A single period picker at the top of the page drives every report on screen. Switch between:

• Last 7 days: recent operational view, week-on-week comparable.
• Last 30 days: month-style baseline.
• Last 90 days: quarterly view, smooths out weekly variance.
• This month: current calendar month, useful for live stand-ups.
• Last month: closed comparison period for QBRs and reviews.

Every report recalculates against the chosen period when you switch, including the previous-period comparison many reports show, which automatically uses the immediately-preceding window of the same length.

Headline Tiles

Four KPI tiles sit at the top of the page so you can answer the obvious questions without drilling in:

• FCR rate: share of contacts resolved on the first call within 7 days, in the chosen period.
• Escalation rate: share of calls that ended in a transfer or warm-handoff to a human.
• Top demand driver: the single intent that drove the most inbound volume in the period.
• Repeat callers: share of unique numbers that called back more than once during the period.

First Contact Resolution (FCR)

First Contact Resolution measures how often a customer's issue is closed on the first call. That is, the same caller did not dial back about the same thing within seven days. It is the single best signal that your agents are actually solving problems, not just answering them.

The FCR card shows the resolution rate for the period plus a stacked breakdown of contacts that were resolved versus those that came back. Drill down to see the unresolved contacts ranked by the number of repeat calls; those are the biggest opportunities to fix a prompt, add a tool, or expand the knowledge base.

Escalations

Escalations counts every call where the agent handed off to a human via call transfer, queue handoff, or a contact-centre target. The report breaks the total down by:

• Reason: why the agent escalated (e.g. caller asked for a human, out-of-scope question, sentiment threshold tripped, tool failure).
• Destination: which department, queue, DDI, or extension the call landed on.
• Trend: escalation rate over the period plus a comparison arrow against the previous matching window.

Use it to spot agents that escalate too eagerly (a prompt issue), or destinations that are absorbing too much load (a routing or staffing issue).

Repeat Demand

Repeat Demand surfaces the top intents driving inbound call volume and how each one has trended versus the previous period. Each row shows the intent name, the call count, and an up / down delta against the matching previous window, so you can see at a glance whether billing enquiries are trending up while password resets are trending down.

Pair this with Knowledge Base updates and prompt tweaks: if a topic is climbing, expand the relevant article and refine the agent's instructions for that scenario.

Repeat Intent

Repeat Intent is the customer-side counterpart to FCR. Where FCR asks “did the same caller come back?”, Repeat Intent asks “when they came back, what was it about?”. The report groups repeated callers by intent so you can see, for instance, that 38% of all call-backs in the last 30 days are about “refund status”, a strong hint that one workflow needs attention.

Repeat Callers

Repeat Callers ranks the phone numbers that have dialled in the most during the period, alongside their dominant intent. Click any row to see every call from that number in the call log, with the same agent, transcript, and recording links as the rest of the platform.

Use it to identify VIP customers worth a manual reach-out, or low-quality numbers (auto-dialers, spam) that should be added to a block-list; the Block unknown numbers setting and per-agent allow-lists pair well with this report.