> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/contact-center/en/analyse-und-reporting.md).
# Analysis and reporting
View and export historical performance reports of contact center channels.
#### How do I use the analytics reports?
The analytics show the historical performance of the contact center channel. The analyzable period ranges from the previous day to the channel's creation date.
Access: In the sipgate account, navigate to Contact Center ➔ Analytics.
A detailed list of all analytics data can be found in our [KPI glossary](https://help.sipgate.de/contact-center/kpi-glossar).
The analytics are divided into three tabs:
Tab: Call volume Visualization of incoming and outgoing call volume in the selected period, broken down into answered, missed, and outgoing calls. Heatmaps by time of day and day of week make peak loads visible. A separate section shows calls outside service hours.
**Incoming**
The inbound analytics show the development of incoming call volume over the selected period. Shown are answered, missed, and total incoming calls as well as the reachability rate over time — as line and bar charts and as a heatmap by time of day and day of week. This makes it easy to identify peak loads and weak spots at a glance.
Detailed analysis of missed calls
Missed calls are broken down by reason for hanging up (timeout, caller hung up, no agents available) and are also visualized as a heatmap by time of day and day of week. The average time until hanging up provides additional insight into callers' patience and helps calibrate the maximum waiting time.
Calls with immediate forwarding
A separate section shows the call volume of calls with immediate forwarding. These include calls outside business hours or date-based absences. The visualizations serve as a basis for deciding whether and to what extent the use of an AI agent makes sense.
Service level analysis
The service level analysis shows the development of the key accessibility metrics over the selected period: calls answered within a defined time, average answer and waiting times, as well as a direct comparison with the configured target values. This makes it immediately visible whether SLAs are consistently met or whether structural action is needed.
**Outgoing**
Outbound analysis
The outbound analysis provides an overview of the team's outgoing call activity: total number of outgoing calls, reached and unreached contacts, and the resulting contact rate. A time distribution by hour and day of week (heatmap) shows when outgoing calls are most successful.
**Tab Team performance**: The historical performance view enables an individual evaluation of team performance over the selected period. For each agent, metrics such as logged-in time, number and duration of answered and outgoing conversations, as well as after-call work times are shown. In addition, the distribution of agent statuses throughout the day is displayed to identify utilization differences and optimization potential within the team.
**Tab Call data:** Tabular detailed view of all calls in the selected period
Select period: Choose the desired period using the date filter at the top right. Predefined options (e.g. last 30 days) as well as custom periods are available.
#### How do I export call data?
The Call data tab contains a complete tabular overview of all calls in the selected period and can be exported as raw data.
Incoming calls — available columns:
| Column | Content |
| -------------------- | ------------------------------- |
| Date / Time | Time of the call |
| Phone number | Caller’s phone number |
| Agent | Handling agent |
| Received on | Channel phone number |
| Waiting time | Time until the call is answered |
| Call duration | Duration of the call |
| After-call work time | Duration of after-call work |
| Handling time | Total handling time |
| Outcome | Answered / Missed |
Outgoing calls — available columns:
| Column | Content |
| ------------- | --------------------- |
| Date / Time | Time of the call |
| Phone number | Dialed number |
| Agent | Calling agent |
| Sender number | Used sender number |
| Ringing time | Time until answered |
| Call duration | Duration of the call |
| Outcome | Reached / Not reached |
Export: The data can be exported via the download icon at the top right in the Call data tab.
Note: Calls with a ringing duration under 3 seconds (speed dialers) are not included in the analytics.
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