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Review call reports

A Supervisor reviews call volume, answer rate, waiting and talk times, missed calls not yet called back, and per-operator call figures.

When this happens: Supervisor opens the omnichannel dashboard or operator performance report.

Step by step

  1. 1

    Open the omnichannel dashboard and sets Period Last 30 days, Connection Phone — Vânzări.

    EasyCRM shows the call widgets: calls by direction and state, answer rate, average wait to answer, average talk time, missed calls not yet called back, and calls by hour of day in the company time zone.

  2. 2

    Reads the answer rate: 82 % (answered ÷ answered plus missed, inbound).

  3. 3

    Click Missed calls not yet called back: 6.

    EasyCRM opens the open callback follow-ups and the missed calls still marked Missed call — call back, each with the customer and, for a follow-up, its due time.

Other paths

Per-operator figures

Open the operator performance report. EasyCRM shows per user: inbound answered, outbound made, outbound connected, total and average talk time, and calls that rang at their extension and were missed.

Filter by operator

Filters the dashboard to Ion Rusu. Recomputes every call widget for that user.

First response time

For a voice conversation, counts first response from the first inbound call's start to its answer, or, if missed, to the next connected call with the customer.

If something goes wrong

Provider does not report extensions

A connection that does not report extensions has no rang and missed figure per operator; the column shows — for it.

No calls in the period

Widgets show an empty state No calls in this period rather than 0 %.

Permission missing

Without the report permissions the call widgets are not shown; an Operator sees only their own figures where the standard report rules allow.

Excluded calls

Blocked, internal and KPI-excluded conversations are left out of every figure.

Good to know

  • Answer rate is answered ÷ (answered plus missed) for inbound calls.
  • Hours of day use the company time zone.
  • Blocked and internal calls never count.
  • Call widgets use the same filters (period, connection, operator) as the rest of the omnichannel dashboard.
  • First response for a voice conversation runs to the answer or, for a missed call, to the next connected call.