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Report Types

When creating a report, choose how the data is scoped and who receives it. For Manager and Agent reports, you design the report layout once and preview it with any individual’s data while building. When you publish, the same layout is generated for every manager or agent — only the underlying data changes.

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Reports List

Click Reports in the left navigation to see all reports. The list shows each report’s name, status, type, products, who created it, and when.
  • Search by report name using the search bar.
  • Filter by status (Draft, Published), report type (Admin, Manager, Agent), or product.
  • Sort by clicking any column header.
  • Status badges indicate where each report stands: Draft (gray), Published (green), or Generating (yellow — in progress).
Actions per report: Click the ellipsis menu next to any report to Copy link, Edit, Duplicate, or Delete.
Managers and agents are automatically directed to My Reports, which shows only reports shared with them. See Viewing Published Reports.

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Create a Report

1

Navigate to Reports

Click Reports in the left navigation bar, then click Create new report in the top right.
2

Configure scope

Set a name, report type (Admin, Manager, or Agent), date range, duration, product, and call type (Training or Live).
Create new report modal showing report name, report type, date range, duration, product, and call type options
Naming best practice: LineOfBusiness -- UseCase -- DateRange (e.g., “Sales — Weekly Compliance — Q1 2026”).
The report scope (date range, products, call type, duration) cannot be changed after creation. To use different settings, duplicate the report and adjust the scope on the new copy.
3

Open report builder

Click Create to open the report builder. For Manager or Agent reports, you will first select a person to preview how the report looks with their data while you build it. You can switch between people at any time to check how the layout looks with different data — this does not affect the final output, which is generated for everyone when you publish.

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Report Builder

Report builder with Add New Widget, Add Header, Add Text, and Add Insight options
The report builder is a drag-and-drop canvas where you add and arrange content sections. A summary bar below the report name shows the report’s products, date range, call type, and duration for reference. All changes are saved automatically as you work.

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Adding and editing sections

Add sections to your report using the toolbar buttons: Widget, Header, Text, or Insight. Click any section on the canvas to configure it in the right panel. You can drag sections to reposition them and drag their edges to resize.
Widgets are data visualizations tied to metrics. Select a metric, choose a chart type, and optionally break down or filter the data.
Bar chart: call volume by objection type, broken down by rebuttal quality
Configure the following fields in the right panel to generate the data visualization.

Widget configuration: metric and chart type

Widget configuration: breakdown dimensions and filters
1

Metric

Choose from your organization’s available metrics (e.g., Call Volume, Average Handle Time, Compliance Score). A description of the selected metric appears below the dropdown to explain what it measures.
Contact your Customer Success Manager to request custom metrics for your organization.
2

Chart type

Select a chart type to display the data.
Bar charts support a horizontal bars toggle when you want bars displayed left-to-right instead of bottom-to-top.
3

Breakdown

Choose up to 2 dimensions (e.g., agent, product, tags, date, score range, duration range) to segment data. The first dimension defines the main axis; the second creates grouped or stacked segments within each group.Example: The chart and config screenshots above show Objection type (Dimension 1) on the axis and Rebuttal quality (Dimension 2) as segments. This displays call volume by objection, broken down by rebuttal quality.
For bar charts with two dimensions selected, you can display data either grouped (bars side-by-side) or stacked (segments stacked on top of each other).
Date breakdowns support configurable intervals: daily, weekly, monthly, or yearly.
4

Filter

Optional widget-specific filters to narrow data within your report scope.
5

Target (optional)

Set a target value or range to display a benchmark line on your chart. Choose between a single target value or a min/max range.
Widget titles and captions: Click a widget’s title on the canvas to edit it inline. Below each widget, click “Add caption…” to add a short description that appears at the bottom of the visualization.

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Preview mode

For Admin reports, use the Preview / Edit toggle to switch between building your report and seeing a read-only preview of how it will look when published. For Manager and Agent reports, use the employee switcher dropdown to preview how the report looks with different people’s data.

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Report name

Click the report name at the top of the canvas to rename it inline.

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Publishing and Sharing

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Publishing

When your report is ready, click Publish in the report builder toolbar.
Admin reports publish immediately.
To make changes after publishing, click Unpublish to revert the report to draft. The report will no longer be visible to viewers until you publish again.

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Sharing

  • Copy link: From the reports list, click the ellipsis menu on any report and select Copy link to copy a direct link to the report.
  • Share a specific version: For published Manager and Agent reports, each version has a Share button that opens a dialog with a link to that person’s report. Copy and send the link — recipients must be logged in to view it.

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Viewing Published Reports

Click a published Admin report in the reports list to view it. The report opens as a standalone page with interactive charts and formatted insight content.

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Exporting Data

Excel exports run in the background. A progress indicator appears while the file is being prepared, and the download starts automatically when ready.

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FAQ

It depends on the report type. Admin reports are visible only to admins. Manager and Agent reports are distributed automatically — each person sees only their own version under My Reports. Admins can always view all versions.
Choose the Manager or Agent report type when creating your report. You design the layout once, and when you publish, each manager or agent receives their own version with their data. They can view it under My Reports in the left navigation.
Yes. Unpublish the report to revert it to draft, make your changes, then publish again. While unpublished, the report is not visible to viewers.
Not in a single report — each report covers either Training or Live calls. Create two separate reports to analyze both.
Yes. Click the ellipsis menu next to any report in the reports list and select Duplicate. This creates a copy with the same layout and sections that you can reconfigure with a different date range, product, or report type.
Your organization has a set of pre-configured metrics (e.g., Call Volume, Average Handle Time, Compliance Score). Contact your Customer Success Manager to request additional custom metrics. See the Metrics Glossary for how each metric is calculated.

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Additional Resources

Add Call Metadata

Add custom tags via API for filtering and breakdowns.

Metrics Glossary

How each metric is calculated.