Using reports

The Reports view is in the Flex side navigation. The same screens run outside Flex in two places, signed in with the Flex login (SSO or Twilio):

• the reports console at https://<your-floor-walker-host>/reports/, for people who want reports without opening Flex;
• the Reports tab of the dialer console (see Outbound Dialer).

The view has five tabs: Reports, Explore, Contacts, Ask AI and, for supervisors and admins, Settings.

What agents see

Agents get the same view with their own numbers only. The server enforces this on every request, not only the screen:

• standard reports My performance (handled contacts, handle time, holds) and My time (time in each activity);
• Explore, limited to their own rows;
• Contacts, limited to the contacts they took part in;
• Ask AI, answering from their own rows.

Supervisors and admins see everything. A user is a supervisor when their Flex user has the supervisor or admin role.

Reports tab

The built-in catalogue, plus reports people saved (see Saved reports and email schedules). Above the saved reports, New report opens an empty report in Explore, and New report with AI builds one from a description in your own words (see New report with AI).

Group	Standard reports
Overview	Contact centre overview: offered, answered, abandoned and service level, day by day.
Queues	Queue performance: service level, waits and handle time per queue. Queue intervals (15 min): today in 15-minute intervals, the staffing view. Busiest hours: contacts and abandons by hour of day. Abandon analysis: where and when callers give up: in the queue, while ringing, early.
Agents	Agent performance: handled, handle time, holds, missed reservations and occupancy. Team performance: the agent numbers by team. Agent time by activity: time in each TaskRouter activity, per agent.
IVR and self-service	IVR containment: sessions, self-service, hand-offs and abandons per flow. Where callers leave the IVR: the widget callers hung up in. IVR widgets: visits and time per widget and transition.
Contacts	Wrap-up outcomes: what contacts ended with, per queue. Repeat contacts: customers coming back within 24 hours, per queue.
Outbound	Outbound results: outbound contacts by wrap-up outcome. Outbound by agent: outbound legs handled and handle time per agent.
AI insights	Customer sentiment: how the AI rated each analysed conversation. Top topics: what customers called about.
Quality and cases	Coaching and QA: coaching notes and ratings per agent. Cases: opened, resolved, resolution time and SLA by status.

Every standard report is an ordinary report definition: open it, change the period or filters, open it in Explore, save a copy, export it or schedule it.

Reading a report

• Period. Today, yesterday, last 7 / 30 / 90 days, this week, last week, this month, last month, or custom dates. Weeks start on Monday; days are local days in the report's timezone.
• Filters. Narrow by any dimension the report's metrics support, for example queue, channel, agent or team.
• KPI tiles above the chart are the totals of the report's metrics over the period.
• Charts keep counts and seconds on separate axes; percentages go on the right-hand axis.
• Today refreshes every minute.
• Drill down. The drill-down button on a table row opens the contacts behind that row in the Contacts tab.

Explore

Build a report yourself:

1. Pick up to 20 metrics (see Metrics catalog).
2. Pick up to four groupings (queue, agent, team, channel, outcome, any custom field, and so on).
3. Pick a time breakdown: none, 15 minutes, 30 minutes, hour, day, week or month.
4. Pick a chart: table, line, bars, stacked bars, pie or numbers only.

Or let the AI do it: Change with AI changes the open report from a sentence, such as split it by agent.

The preview runs on live data. From there you can save it, export it to Excel or CSV, or email it on a schedule. Metrics from different sources (for example queue metrics and agent activity time) can share one report; each is computed from its own table and joined on the groupings.

Contacts

Every contact end to end. Search by customer number or address, and filter by outcome, queue, agent, channel and IVR exit. Each row shows the time, customer, queue time, handle time and IVR time.

Opening a contact shows:

• the IVR or bot steps, with caller input where it may be stored (see Caller input);
• every queue and agent leg: wait, ring, talk, hold and wrap-up, and whether it was within service level;
• milestones recorded by your flows or bots;
• the AI analysis: summary, sentiment and topics;
• the recording, to play in place.

Ask AI

Ask a question in plain words, for example Which queue had the worst service level last week? The answer comes with the queries and numbers it was built from, and Save as report turns it into a report you keep. See Ask AI and MCP.

Settings

Supervisors and admins:

Setting	See
Service level per queue	Service level settings
Custom report fields	Setup and backfill
Stored IVR input	Caller input
Data: data health, hold capture, retention, the 30-day TaskRouter import	Setup and backfill