Analysis and reporting
View and export historical performance analyses of contact center channels.
How do I use the analysis reports?
The analysis shows the historical performance of the Contact Center channel. The evaluable period ranges from the previous day to the date the channel was created.
Access: In the sipgate account, navigate to Contact Center ➔ Analysis.
The analysis is divided into three tabs:
Tab: Call volume Visualization of incoming and outgoing call volume in the selected period, broken down by 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 analysis shows the development of incoming call volume over the selected period. It displays answered, missed, and total incoming calls as well as the accessibility 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 points at a glance.
Detailed analysis of missed calls
Missed calls are broken down by reason for hanging up (timeout, hanging up on their own, no agents available) and are also visualized as a heatmap by time of day and day of week. The average time until hanging up also provides additional insight into callers' patience and helps calibrate the maximum waiting time.
Calls outside service hours
A separate section shows call volume outside the configured opening hours — as a basis for deciding whether, and to what extent, using an AI agent makes sense.
Service level analysis
The service level analysis maps 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 easy to see at a glance whether SLAs are being consistently met or whether structural action is needed.
Outgoing
Outbound analysis
The outbound analysis provides an overview of the team's outgoing calling 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.
Team performance tab: The historical performance view enables an individual evaluation of team performance over the selected period. Per agent, metrics such as logged-in time, number and duration of answered and outgoing calls, as well as after-call work times are shown. In addition, the distribution of agent statuses throughout the day is displayed to identify differences in workload and potential for optimization within the team.
Call data tab: 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:
Date / time
Time of the call
Phone number
Caller’s phone number
Agent
Handling agent
Received on
Phone number of the channel
Waiting time
Time until call is answered
Call duration
Duration of the call
After-call work time
Duration of after-call work
Handling time
Total handling time
Result
Answered / Missed
Outgoing calls — available columns:
Date / time
Time of the call
Phone number
Dialed phone number
Agent
Executing agent
Sender phone number
Used sender number
Ringing time
Time until answer
Call duration
Duration of the call
Result
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 ring duration under 3 seconds (speed dialers) are not included in the reports.
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