Reports
9 Built-In Reports for Call Centers and Sales Teams
From call volume breakdowns to agent occupancy and attendance — every report your team needs is built into the dashboard. No third-party tools, no exports to wrestle with.
Reports Built for Operations Managers
Most softphones give you a call log and nothing else. Softphone Plus includes a full reporting suite designed for call center managers, sales leaders, and operations teams. Every report supports custom date ranges — from today's snapshot to 90-day trends.
All reports are accessible from the admin dashboard. No extra software, no BI tool integrations, no CSV exports to manipulate in spreadsheets. The data you need is already formatted and ready to act on.
Calls Report
Total call volume, average talk time, inbound vs outbound breakdown with percentages, hourly volume chart, and paginated call detail records with agent, phone number, status, wait time, and talk time.
Inbound Distribution
Inbound answer rate, average and max wait times, average and max talk times, hourly distribution with per-hour stats, and detailed inbound call records.
Outbound per Agent
Outbound volume per agent, success count and percentage, unique numbers dialed, average and max wait and talk times. See which agents are making the most productive calls.
Agent Call Summary
Per-agent breakdown of total calls handled, average talk time, inbound vs outbound split with percentages. Compare agent performance side by side.
Agent Availability
Shift time totals and averages, talk time, after-call work (ACW), break time, and idle time per agent. Understand how agents spend their logged-in hours.
Agent Attendance
Number of shifts, shift duration stats, average/min/max clock-in and clock-out times. Track punctuality and schedule adherence across your team.
Agent Breaks
Shift time vs break time vs away time per agent, with percentages. Identify agents who over-break or under-break relative to their shift duration.
Agent Occupancy
Occupancy rate, talk time, inbound and outbound time, and after-call work as both durations and percentages. The key efficiency metric for call center staffing.
Agent Timeline
Visual timeline of each agent's day — every status change (available, on call, break, idle) with timestamps, durations, and linked call IDs. Drill into any moment.
Reports FAQ
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