Reports and integrations
The dashboard shows calls, queues and agents as they happen. The call center reports tell you what happened: every call with its steps, queue wait times, agent hours and what each agency was charged.
Call center reports should answer real questions: how many calls you missed today and when, how long customers wait in the queue, which operator spent the most time on break, what the month cost you. In Robottino it is all under Reports, split into tabs: General, Calls, Queues, Operators, Agencies, Campaigns, AI analysis and Transactions.
The Dashboard looks at right now. On the Phone tab you see who is online, on a break or on a call, the calls running on each number and who is waiting in a queue. From there you can listen in, whisper to the operator without the caller hearing you, transfer a call or hang it up.
Every call opens into its own detail view: each step with its time (the number dialled, the time condition, the key pressed in the menu, the queue, the operator who answered) plus the recordings to play or download. You can see why a call ended the way it did without asking anyone.
Whatever you see, Export takes it out as a CSV, Excel or PDF file, either with the page filters or for a whole period you pick. Dates and times always follow the time zone in your profile.
In the General report, "Inbound calls per hour" and the inbound call outcomes show when most calls are missed, and the peak of simultaneous calls tells you how many channels you really need. Shifts get planned on numbers, not gut feeling.
Search their number in the Calls report and open the detail: when the call came in, whether it was outside opening hours, which queue it joined, how long it waited and whether the caller hung up before an answer. You have the answer in a minute.
On the Dashboard Phone tab they see, for each queue, who is waiting, the longest wait and the free operators. A sensitive call can be transferred with one click, and a new operator who is struggling can be listened to and helped with a whisper.
The Operators report shows each day's first login, last logout and time online, available, on break and on calls. Sessions and pauses list the times and IP address of every login. The ranking shows who handled or converted the most calls.
The Agencies report shows answered calls, charged calls and amounts for each agency and sub-agency in the month, with every charge line by line. Export it and you have the basis for invoicing.
The Campaigns report shows the contacts worked: answered and unanswered calls, delivered SMS, opened links and leads converted by the IVR answerer. Filter the converted ones and export them for sales.
Overview sums up the day (calls received, answered, missed, made, available operators, balance) next to the same time 24 hours earlier. Phone and Campaigns show operators, queues and calls second by second.
Under Reports, choose the tab and set the From and To dates. The General report offers Today, Last 7 days, Last 30 days or a custom range of up to 93 days, and every chart updates together.
Each report has its own filters: line, outbound route, operator, type, status, closure, outcome, caller and called number for calls; queue, number, status and agency for queues. The number of active filters stays visible and one click resets them.
The icon at the start of each row opens the detail: call ID, number of steps, the full sequence with times and the recordings to play or download.
Export lets you choose CSV, Excel or PDF. With "Filtered like the current search" on, the file holds what you see; with it off, you pick a period and get everything in it.
General (overview charts), Calls, Queues, Operators, Agencies, Campaigns and AI analysis, plus the credit Transactions. The Dashboard also shows operators, queues and live calls in real time.
Yes. Open the detail of a row in the Calls report: every step with its time, from the number dialled to the operator who answered or the reason the call ended, plus the recordings if the call was recorded.
Yes. The Export button on each report creates a CSV, Excel or PDF file. The file can follow the page filters or hold everything in a period you choose.
Yes, from the Dashboard Phone tab. Listen from your browser without being heard, or whisper to the operator without the customer hearing you. You can also transfer or hang up the call.
With the Operators report: time online, available, on break and on calls per day, every session with its IP, and a ranking by calls handled, occupancy, conversions or least pause.
The one set in your profile. Days, hours and charts in every report follow it.
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