Reporting & Analytics

Know how you're performing. And what to do next.

Over 100 contact center metrics calculated automatically, scorecards against your targets, dashboards for every part of the operation, and AI insights into why customers get in touch.

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Metrics & Scorecards

The numbers that matter. Already calculated.

Grade of service, handling time, abandonment, response times, transfers, CSAT, adherence and more are calculated for you from every call and conversation — no spreadsheets, no exports.

Set targets for each queue, and results for any person, queue, brand or location show their percentage to goal. Stack rank your team to recognise top performers and spot who needs support.

100+ metricsTargetsScorecardsStack rank

Ava Bennett · Performance

Customer Care · This month

#2 of 14

Average Handling TimeTarget 5m 30s

4m 52s

113% to goal

CSATTarget 4.5

4.7

104% to goal

Schedule AdherenceTarget 92%

96%

104% to goal

Transfer RateTarget 8%

11%

73% to goal

Operations Dashboard

All brands · Today by interval

Custom ▾

Grade of Service

84%

▲ 3% vs last week

Abandon Rate

3.2%

▼ 0.8%

AI Resolved

41%

▲ 6%

Avg. Queue Time

0:38

▲ 0:05

Conversations by interval

Dashboards

Every view you need. Built in or built by you.

Start with ready-made dashboards for voice, transfers, AI performance, campaigns, sales and collections. Then build your own from any metric for the views your leadership team asks for.

Drill from the month down to the day and the interval, and filter by brand, queue, location or person to find exactly where things changed.

Ready-made dashboardsCustom dashboardsInterval drill-downBrand & location filters

AI Insights & Customer Feedback

Understand why customers get in touch.

AI reads your conversations and sorts them into the reasons customers contact you, so you can see which topics drive volume and where processes or self-service could do better.

Send CSAT surveys by SMS after calls, track sentiment, and compare how customers rate your team and your AI agents.

Contact reasonsSentimentCSAT surveysAI vs. agent experience

Insights

Contact reasons · Last 30 days

✦ AI classified

Billing & payments28%

Bookings & changes22%

Opening hours & access17%

Account updates12%

CSAT

4.6

Team rating

4.7

AI rating

4.5

How it fits together

One platform means one version of the truth.

Calls, messages, AI conversations, rosters and customer records all live in CSRScape — so your reporting covers the whole operation without stitching together exports from different systems.