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Reports Overview

The Reports page provides a high-level view of performance trends across your organisation and links to more detailed views.

Access: Generally available to users with Administrator, Manager, or Team Lead roles. The specific data visible may depend on permissions.

Data Availability

Report data and metrics begin to populate after CallCoach is integrated with your call centre system and has processed a sufficient number of interactions. Metrics are typically updated weekly on Saturdays.

Accessing Reports

Click the Reporting card (button labelled "View Reports") on the Main Dashboard, or navigate via the main menu.

Report Sections

From the Reports page, you can access:

The Reports page displays several performance trend plots:

  • Overall Progress — general performance trend for the entire organisation
  • Lead Score Progress — trends for a specific "Lead Score" metric (if applicable)
  • Emotional Journey Chart — voice analysis tracking customer emotional responses over time
  • CCSAT Gauge Chart — customer satisfaction scores in gauge format
  • Team Comparison Plots — graphs comparing all teams across key metrics

7-Day Smoothing Window

Graphs use a 7-day smoothing window: each data point represents an average of that day's value plus the 3 days before and 3 days after. This smooths out daily fluctuations and makes it easier to spot genuine trends.

Interacting with Plots

  • Download — each plot has a Download PNG button to save an image
  • Interactive view — click on any plot image to open a larger, interactive version in a modal window with zoom, pan, and exact data point values

Show New Charts Toggle

The toggle switches between two versions of the performance charts:

  • New Charts (Toggle ON — Default) — rebuilt charts showing weekly performance averages and overall scores. Some new charts (like "Team Overall Scores Weekly Progression") are only available in this mode.
  • Old Charts (Toggle OFF) — previous version with daily performance data. Available temporarily during rollout.

Common Questions

What does the 7-day smoothing window mean for the graphs?

Each point on a trend line isn't just that single day's data, but an average of a 7-day period (the day itself, 3 days prior, and 3 days after). This helps reduce the impact of random daily variations and makes it easier to spot genuine trends.

The plots are showing 'Plot is not available' or an error. What should I do?

This can happen if there's not enough data yet or if there's a temporary issue. Ensure enough time has passed since integration for data to accumulate (metrics are updated weekly on Saturdays). Try refreshing the page. If the issue persists, contact support.

I clicked on a plot but nothing happened.

Try refreshing the page. If plot images are not clickable or show errors in the browser console, this may indicate a technical issue that has been resolved in recent updates. Contact support if the problem persists.

Why do some charts show 'not available' when I switch the toggle?

Some newer charts are only available in the "New Charts" mode. Try switching to "Show New Charts" to view these visualisations.