This article provides a step-by-step guide for Call Center Supervisors on how to access, analyze, export, and schedule performance reports within the PBX Portal. These tools allow you to track inbound call metrics, monitor agent productivity, and optimize queue performance.
User Role: Call Center Supervisor account permissions.
Follow these steps to navigate to your call center analytics:
Log in to the PBX Portal using your supervisor credentials.
Click on the Call Center tab from the top navigation menu.
Locate the SNAPQ Analytics panel on the right side of the screen.
Click the Reports button.
Once inside the Reports section, you will see five specialized tabs. Before analyzing data, always configure your desired Date and Time range filters located at the top-left of the page.
Purpose: Monitors the overall health and traffic of your individual call queues (e.g., Sales, Support, Marketing).
Key Metrics: Call Volume, Calls Handled, Service Level (%), Average Talk Time, and Average Wait Time.
Action: Check the box next to any specific queue to populate its visual graph and data table.
Purpose: Measures individual agent productivity and workload distribution.
Key Metrics: Total call volume handled per extension, total talk time, and average talk time.
Filtering: You can filter this view by Department or by specific Queues using the dropdown menus at the top.
Purpose: Tracks agent login timelines, active states, and schedule compliance.
Visuals: Displays a color-coded daily timeline chart showing exactly when each agent was online, busy, or offline.
Purpose: Analyzes inbound call traffic based on the specific phone number (DNIS) the customer dialed.
Filtering: Useful for tracking marketing campaigns or specific direct lines. Can be filtered by queue, date, and hour.
Purpose: Tracks lost connections where the caller hung up before reaching an agent.
Action: Review this list to identify peak hours for dropped calls or to extract numbers for proactive callback strategies.
If you need to extract data for external presentations or offline review:
Print: Click the Print button in the top-right corner to generate a clean, printer-friendly layout of the active tab.
Download: Click the Download button to instantly export the current tabular data view to your local machine.
You can configure the system to automatically email reports to your inbox or upper management on a recurring schedule.
Click the Email Reports button in the top-right corner.
Types: Select the report type you want to receive (Summary, Call Queue, Agent, or Dialed Number).
Frequency: Choose how often the report should run (Daily, Weekly, or Monthly).
Note: If you select Monthly, use the dropdown to choose the specific day of the month the report should be sent.
Click Next.
Select Statistics: Check the boxes next to the specific metrics you want included as columns in your report.
💡 Tip: Hover your cursor over the small blue information (i) icon next to any metric to see its official definition.
Recipients: The system automatically includes the supervisor's email. Add additional team members or managers in the Extra Email Addresses field (separate multiple entries with a comma).
Data Attachment: Check the box for Attach CSV data to Email if you want an editable spreadsheet file included alongside the email text.
Click Save.
No Data Available Warning: If a tab shows "No data available in table", double-check that your Date/Time filters at the top left are set correctly and encompass a period where active call volume occurred.
Department Filters: If the department dropdowns are empty, ensure your agents have been assigned to their respective corporate departments within the main PBX settings directory.