Reporting & Analytics

iCX provides multichannel reporting and analytics to track the performance of your contact centers across channels, queues, agents, outcomes, and more. Users can analyze data across all functions by choosing from over fifty standard reports or using the custom report builder.

Powered with Elasticsearch

iCX leverages Elasticsearch technology to provide users bleeding-edge search functionality all within the reporting center.

Access Data Anywhere, Any Time

Whether you need to access data in real-time, schedule recurring reports and send them automatically via email, iCX makes sure you are always in the know. Need to share reports with non-contact center users? You can export reports to a comma-separated values file, Microsoft Excel workbook, or PDF.

50+ Standard Reports Available

Key Agent Reports

  • Agent Activity Across Channels
  • Call Detail Records
  • Traffic Analysis by Channel
  • Queue Performance by Channel

Key Supervisor Reports

  • Channel Performance
  • Queue Performance
  • Agent Utilization and Productivity
  • Campaign Performance
  • Abandoned Contact Report
  • Callback Performance