How do I view my Call Reports?

How do I view my Call Reports?

Use Reports to track incoming/outgoing calls, team performance, and department/group activity. Full reports are on the Web App; a subset is available on the Mobile App (when synced).


Table of contents

  • When to use this

  • Prerequisites

  • Web: View and filter Call Reports

  • Mobile: Quick views

  • What you’ll see (charts & filters)

  • Expected result & how to verify

  • Troubleshooting

When to use this

Open Reports whenever you need call volumes, answer rates, or performance by user, department, or group.


Prerequisites

  • Access: Your role needs Reports: View permission.

  • Definitions: IVR = Interactive Voice Response (your phone menu).

  • Data sources: Mobile metrics appear only after the MyOperator mobile app is installed and synced with your account.

  • Date ranges: The Monthly option appears only when your selected range spans ≥ 30 days.


Steps to View Call Reports (Web App)

  • Log in to your MyOperator Web App.

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  • From the left sidebar, click “Reports.”

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  • Use the top filters to adjust the view:
    • Time Frame: Daily, Weekly, Monthly, Quarterly
    • Groupings: Department-wise, User-wise, Group-wise
    • Call Type: Incoming vs Outgoing
  • Navigate to “All Company Data” (top-left) to see combined reports if you have multiple groups/departments.

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What You’ll See

  • Visuals: Pie charts and line graphs showing call volume and trends.
  • Filters: Sort by connected vs missed calls, IVR vs mobile.
  • Mobile Reports: Only visible if the MyOperator mobile app is installed and synced with your Web App account.


Performance Reports (Under Reports > Performance)

  • All Users – Call Pickup Report: % of IVR/mobile calls answered per user.
  • All Departments – Pickup Report: Call handling performance by department.
  • On-Call Time Report (User & Department): Total calls and minutes on-call for IVR.
Note: Monthly filter is only enabled when viewing data over a 30-day span.

REP3.png


Mobile: Quick views

  1. Install and sign in to the MyOperator mobile app.

  2. Open Reports.

  3. Choose Time frame and Grouping (User/Department/Group).

  4. Swipe between Overview, Trends, and Performance (if available).

What you’ll see (charts & filters)

  • Charts: Pie charts and trend lines for call volume and connected vs missed.

  • Sources: Split by IVR vs Mobile when mobile sync is enabled.

  • Performance (Reports → Performance):

    • All Users – Call Pickup: % of IVR/Mobile calls answered per user.

    • All Departments – Pickup: Department-level handling.

    • On-Call Time (User/Department): Total IVR calls and minutes.

Example (sample data):

  • Time frame: Monthly (Aug 1–31) • Grouping: Department-wise • Call type: Incoming

  • Support — 2,340 calls, 74% connected, 26% missed; IVR share 88%, improving +6% MoM.

Expected result & how to verify

  • Result: The dashboard updates to show metrics scoped to your selected filters (time frame, grouping, and call type).

  • Verify: Export or take a screenshot before and after changing a filter. Totals and percentages should change accordingly.

Troubleshooting

I can’t see Reports.

  • Ask your admin to grant Reports: View permission.

Monthly is disabled.

  • Select a date range covering at least 30 days.

Mobile data is missing.

  • Install/sign in to the mobile app with the same account and confirm sync is enabled.

Charts look empty.

  • Expand the date range, clear restrictive chips (e.g., Missed only), or switch Grouping to a level with recent activity.

Still stuck?

  • Contact Support via in-app chat. Include your account subdomain, the Report URL, selected date range, and a screenshot of your filters.