The Kixie Dashboard provides a comprehensive suite of reporting tools to track agent performance, call metrics, and business insights. Below is an overview of the key reporting pages available, including their functionalities and use cases.
Accessing Reports
Managers can access reports by navigating to the Reporting section in the Kixie Dashboard sidebar.
Agent Reports
The Agent Reports page displays a line chart of call metrics for agents on your account.
Filters:
- Team: View all agents or filter by a specific team.
- Metric: Select various call metrics (e.g., total incoming missed calls, outbound connections).
- Time Grouping: Choose between Daily, Weekly, or Monthly views.
- Date Range Picker: Adjust the time frame of the report.
Example Use Case:
- Set Team to Support, Metric to Incoming Answered Calls, Time Grouping to Day, and Date Range to Last 30 Days.
- This allows you to track how busy your Support Team has been in handling calls and adjust staffing as needed.
Agent Status
The Agent Status Report tracks Workforce Management (WFM) statistics to monitor how agents spend their time.
Metrics Tracked:
- Logged-in time: Total time an agent is signed in.
- Idle time: Time spent not on a call.
- Do Not Disturb (DND) time: Time when an agent is unavailable.
- Number of Calls Handled
- Total Call Handle Time & Average Call Handle Time
- Speed to Answer: Time taken before answering an inbound call.
- Call Length: Duration of active calls.
- After Call Work (ACW): Time spent wrapping up a call (e.g., adding notes, scheduling follow-ups).
For more details, visit our Agent Status Report page.
Agent Summary
The Agent Summary report provides a high-level view of call metrics for agents and teams, helping managers track performance.
Key Filters:
- Team & Metric Selector: Measure performance by team.
- Date Picker: Adjust the reporting period.
Available Metrics:
Call Metrics
- Total Calls: Count of all incoming & outgoing calls (answered and missed).
- Total PowerList Dial Attempts: Calls dialed from a PowerList but not answered.
- All Connections: Includes both inbound and outbound connections.
Incoming Call Metrics
- Total Incoming Calls: Includes answered and missed calls.
- Connections: Answered calls that reached the Connection Duration.
- Missed Calls: Calls unanswered by agents or sent to voicemail.
- Missed Call %: Percentage of missed incoming calls (Lower % is better).
Outgoing Call Metrics
- Total Outgoing Calls: Includes answered and missed calls.
- Connections: Outgoing calls exceeding the Connection Duration.
- Connection %: Percentage of outbound answered calls exceeding Connection Duration.
Call Duration Metrics
- Avg Call Duration
- Total Call Duration
- Total Duration (Answered Calls Only): Excludes ringing time from unanswered inbound calls.
Business Reports
The Business Reports page displays line charts for high-level call metrics with options to toggle sub-metrics.
Metrics Displayed:
Total Calls
- Outgoing
- Incoming
- Connections
- Missed
Totals Outgoing
- Calls
- Answered
- Connections
Totals Incoming
- Calls
- Answered
- Connections
- Missed
Example Use Case:
- Set Time Grouping to Month and Date Range to Last 3 Months.
- This provides an at-a-glance view of quarterly call performance.
Business Snapshot
The Business Snapshot report provides a detailed overview of call metrics for agents and teams over a specified time range.
Available Time Ranges:
- Today (default)
- This Week
- This Month
- This Quarter
Metrics Displayed:
- Total Calls Transcribed
- Average Call Score
- Sentiment Analysis (% Positive, Neutral, Negative Calls)
- Call Volume (Total Outbound, Total Inbound, Missed Calls)
- Agent Performance Metrics (Call Handle Time, Speed to Answer, Idle Time, DND Time)
- Time Saved via features like Click-to-Call, SMS Templates, and VM Drops.
Additional Features:
- Pie Charts: Breakdown of Talk Time, Total Calls, and Connections.
- Top Agents Table: Highlights agents above or below average on key call metrics.
For more details, visit our Business Snapshot Report page.
Call Outcomes (Dispositions)
The Call Outcomes Report tracks dispositions (custom call summaries logged by agents). Dispositions are customizable based on account type.
For more details, visit our Call Dispositions Help Article.
Inbound Summary
This report provides insights into inbound call activity for numbers assigned to:
- Individual Agents
- Queues
- Ring Groups
- IVRs
For setup details, visit our Inbound Summary Help Center.
Queues Reports
Monitor call activity for Queues, including abandonment rates, hold times, and answer rates.
Tracked Metrics:
- Abandoned Calls (Total, %, Avg Time to Abandon)
- Average Hold Time
- Average Ring Time
- Missed Calls (Total, %)
- Answered Calls (Total, %)
Learn more about Call Queues in the FAQ.
Scheduled Reports
Automate the export of data reports from the Kixie Dashboard.
Available Reports for Export:
- Agent Summary
- Call History
- SMS History
- PowerList Contacts
Scheduling Options:
- Daily
- Weekly
- Monthly
SMS Reports
The SMS Reports page tracks messaging activity across agents and teams.
Key Features:
- Line Graph: Displays SMS volume (Total, Incoming, Outgoing).
- Team Filter: View all agents or a specific team.
- Metric Filter: Adjust displayed data.
- Sortable Table: Shows SMS activity per agent.
Time Saved Report
This report quantifies time saved using Kixie’s automation features.
Features That Save Time:
- Click-to-Call
- Call Outcomes
- Voicemail Drop
- Auto-SMS & Logged Calls
Use this report to measure workflow efficiency and feature adoption.
Final Thoughts
Kixie’s reporting tools provide deep insights into call performance, agent productivity, and business operations. By leveraging these reports, managers can make data-driven decisions to improve efficiency, optimize staffing, and enhance customer interactions.
For additional information, visit our Help Center.