This article will show you how to generate call center reports.

You will learn how to schedule emailed reports.

You will learn how to customize your report data.

Data is the new oil...

Clive Humby, a British Mathematician and entrepreneur was the first to be quoted as saying, "Data is the new oil. It's valuable, but if unrefined it cannot really be used. It has to be changed into gas, plastic, chemicals, etc. to create a valuable entity that drives profitable activity; so must data be broken down, analyzed for it to have value." It's so important to be able to have usable data at a moment's notice when critical business decisions are about to be made. Gone are the days when analysts would just pour over lines and lines of black and white characters on an Excel spreadsheet just to be able to report on a trend. Now, we have the tools to take all of that data and transform it into information. While this solution article is a little longer than usual, it's dedicated to helping you discover that vital information as fast as possible.  

What Do I Click?

To Find the Reports Screen

Click the Call Center icon → Click Reports button.


Creating a Call Center Report

There are 5 types of reports that can be generated: Queue Stats, Agent Stats, Agent Availability, Dialed Number Stats, and Abandoned.

  • Choose whether these will be broken down by particular departments or all inclusive. 
  • Choose individual queues or all inclusive.
  • Select your Start and End Date/Time
  • To choose the columns of data, Click the Settings cogwheel icon in the top right corner → Select the check boxes that you'd like to include. Rows with no data can also be hidden.

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Altering the Call Center Graph

  • The Call Center Graph can be turned off/on by clicking the Graph icon in the top-left of the data portion of the page. The rows of data can also be inserted or taken out by using the check boxes on the far left of the row.
  • The Call Center Graph can be set to show Call Volume or Average Talk Time in minutes using the blue drop-down in the top-left corner of the graph.



Printing & Downloading a Call Center Report

  • To print or download the report, click the respective buttons in the top right corner.
  •  Please Note: Downloading will only display the data in a .csv file. However, printing will also print off the Graph on the screen. 
  • To get a printed version of the Graph, go to the Print Preview screen, you can be save the file to Google Drive or as a PDF with the graph. Then open the file in the respective place on your computer and then print it. 


To schedule generated reports

Click the Call Center icon → Click drop-down button to the right of the Reports button → Click Email Reports.


Choose the Frequency that you'd like the reports to arrive:

  • Monthly: Choose the day of the month to have the report sent from the 1st -28th. These are sent at the start of the day. 
  • Weekly: Choose the day of the week and the hour in which to have the report sent.
  • Daily: Choose the hour in which to have the report sent.

Choose the report type to send. Please note that you can select more than one type to be emailed.

  • Summary
  • Call Queue
  • Agent
  • Dialed Number

Please note: After choosing a report type, you will be able to choose the data related to your selection on the Advanced tab that appears. Choosing the Summary type will include all field options of data to choose from.


Customizing your scheduled report

  • The Advanced tab will allow you to choose the fields of data related to your report type on the Basic tab. 
  • Hold Ctrl/CMD to make certain selections or Shift to make Multiple selections.
  • To have the report sent to other parties, you can add their email addresses by clicking the Green "+" sign.
  • Click the check box to have the report attached as a CSV data to the Email. 
  • Once you’re finished, click Save.

Still need more assistance?


Contact our support team of Customer Success Managers either by sending us an email to support@ringfree.com or give us a call at 828-575-0030, then press Option 2 and we will be glad to assist you further.