Quickstart: Reports & Statistics

Before you start

• You need the appropriate access rights to view reports (data is visible only for users/teams/campaigns you have permissions for)
• Clarify what data you want to track: overall performance, campaign efficiency, agent metrics, lead-level results, etc.
• An in-depth guide to the Reports module can be found here.

Step-by-step

1. Navigate to Reports

1. From the main menu, go to Insights > Reports
2. You’ll see a list of existing reports. Reports are grouped into two sections: My Reports (custom reports you create), and 3 pre-configured Standard Reports.

2. View a Standard Report

• Open the reports dropdown and select one of the default reports: Agent, Campaign, or Detailed
• Click the date and time option to filter the report by a certain period, then click Search to load the report
• The first column shows a hierarchy such as Projects > Campaigns > Active Agents (or whichever grouping you select)
• Other columns show KPIs (e.g. calls made, success rate, etc.) by default.

You can expand or collapse hierarchical groups to dig into project-level, campaign-level, or agent-level data.

3. Create a Custom Report

1. Start with KPIs. Click the “+” icon (Add Column) to add KPIs
2. Use the Filters menu to select Projects, Campaigns, Teams, Users, or other criteria relevant to your report
3. Click Search to load data matching your filters
4. Click Save Report to finish
5. Your report can be found under My Reports. Click the star to load it as default! ⭐️

If you want to customise a standard or existing report, simply create a clone and make your changes.

4. Build Custom KPIs

Using the KPI Builder, you can create tailored metrics based on:

• Lead Data Summarising — e.g., sum, count, or average of a given lead data field (e.g. revenue, number of leads, etc.)
• Filtered User-Processed Leads — e.g., count leads closed with a specific outcome, or filter by custom lead field values.

1. Open the KPI selector and click Create KPI
2. Select the KPI type, and enter the details
3. When finished, click the pencil icon to give the KPI a name and click Save Changes.

5. Save, Share or Export Reports

• Once your report is set up, click Save report as to store it under My Reports.
• Use the Options menu to:
• • Share the report with other users
  • Export it to Excel (or XLSX) format
  • Schedule automatic delivery of reports via email (e.g. daily, weekly, or monthly) using the Job Scheduling feature.

Check it’s working

• When you open the report, you should see data grouped correctly (by project, campaign, team, agent, etc.)
• The KPIs you chose (or built) appear as columns with correct values
• Shared reports are accessible to intended users
• Exports or scheduled reports generate and deliver correctly

Troubleshooting essentials

• Data is missing? Check your filters — maybe the wrong project, campaign or team is selected
• A KPI shows zero or unexpected values? Verify that the underlying lead data or user activity is present, and that the custom KPI is built correctly (correct field, operator, filters)
• Scheduled reports are not delivered? Check email settings and job scheduling configuration
• Some users don’t see data? Ensure they have permission to access those projects/campaigns/users.