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Reporting Documentation

Overview

The Reporting section in Daktela provides comprehensive tools for analyzing contact centre performance, tracking metrics, and visualizing data. The reporting system consists of three main components that work together to provide insights into your operations.

Main Components

1. Statistics

Location: Reporting β†’ Statistics

Statistics provide real-time and historical performance insights across your contact centre operations. View detailed metrics about: - Call handling and queue performance - Agent productivity and activity - Channel-specific metrics (calls, emails, chat, SMS, social media) - Service level agreements (SLA) tracking - Custom time period analysis

Key Features: - Absolute time ranges for historical analysis - Detailed breakdowns by user, queue, and activity type - Export capabilities - Customizable views

Documentation: statistics.md

2. Reports

Location: Reporting β†’ Reports

Reports consolidate frequently-used statistics into reusable templates with automated email distribution capabilities. Unlike Statistics, Reports use relative time periods for ongoing monitoring.

Key Features: - Combine multiple statistics in one view - Relative time ranges (e.g., "last 7 days", "this month") - Automated email distribution on schedule - Clone and customize existing reports - Template management

Documentation: reports.md

3. Analytics

Location: Reporting β†’ Analytics

Analytics enables creation of custom reports with flexible grouping options and personalized metrics. These integrate seamlessly with Wallboards and Dashboards for real-time visualization.

Key Features: - Custom metric creation using mathematical formulas - Filter-based metrics for refined data analysis - Multiple grouping options (by day, hour, user, queue, etc.) - Relative time ranges for dynamic reporting - Integration with Wallboards and Dashboards - Export to PDF and Excel

Types of Metrics: - Filter-Based Metrics: Modify parent metrics with custom filters - Custom Metrics: Mathematical operations combining multiple metrics - Custom Field Metrics: Extract data from Record or Ticket custom fields - Templated Metrics: Display metrics with formatted text - One Metric Widgets: Single-value displays for Wallboards

Documentation: analytics.md

Interactions and Listings

Performance data is captured from various interactions: - Calls: ../interactions/calls.md - Emails: ../interactions/emails.md - SMS: ../interactions/sms-messages.md - Web Chats: ../interactions/web-chats.md - Social Media: Facebook Messenger, WhatsApp, Viber, Instagram DM

Detailed Tracking

Visualization

Choosing the Right Tool

Use Statistics when:

  • You need detailed historical analysis
  • Absolute time ranges are required
  • You want comprehensive metric breakdowns
  • Performing ad-hoc investigations

Use Reports when:

  • You need regular monitoring with consistent metrics
  • Automated email distribution is required
  • Relative time periods suit your needs
  • You want to save and reuse report configurations

Use Analytics when:

  • You need custom metrics and calculations
  • Integration with Wallboards/Dashboards is required
  • Flexible grouping options are important
  • You want to create specialized KPIs

Export Options

All reporting tools support data export: - PDF: Formatted reports with visualizations - Excel (.xlsx): Spreadsheet format for further analysis - CSV: Raw data export for custom processing

Access Control

Reporting access is controlled by user permissions: - Navigate to Manage β†’ Users β†’ Rights - Configure access to specific users, queues, and data - Set read-only or full access permissions - Control visibility of sensitive metrics

Best Practices

Performance Monitoring

  1. Set up regular Reports for key metrics
  2. Create Analytics for specialized KPIs
  3. Use Wallboards for real-time team awareness
  4. Schedule automated report distribution to stakeholders

Data Analysis

  1. Start with Statistics for initial investigation
  2. Create Reports for ongoing monitoring
  3. Build Analytics for custom insights
  4. Export data for deep-dive analysis

Metric Management

  1. Define clear KPIs for your operation
  2. Create custom metrics that align with goals
  3. Use consistent naming conventions
  4. Document metric definitions for your team

Visualization

  1. Use appropriate chart types for data
  2. Keep dashboards focused and uncluttered
  3. Use color coding for quick status recognition
  4. Update Wallboards regularly to maintain relevance

Integration with Other Systems

Reporting data can be integrated with external systems: - API Access: Export via REST API - Webhooks: Trigger actions based on thresholds - Zapier: Automate workflows with reporting data - Analytics Platforms: BigQuery, Looker Studio integration

Support and Resources

For additional assistance: - Daktela Documentation: Complete user guides - API Documentation: https://customer.daktela.com/apihelp/v6/ - Support: Contact your Daktela support team - Release Notes: https://daktela.com/resources/documents

Last Updated: 2026-02-03 Documentation Version: v2025.2