Upload your Call Detail Record CSV to see operations metrics, call volume charts, and agent performance.
English Voice Calls Only — Spanish, Chat & IVR excluded from totals below
📞 Calls Per Hour
↗️ Transfers Per Hour
🚫 Denied Calls Per Hour
⏱ AHT Per Hour (min:sec)
IVR Activity
📟 IVR — Pre-Queue
IVR calls never reached an agent queue — excluded from all agent metrics above.
Spanish Language Queues
🇪🇸 ESPAÑOL
Queue
Offered
Answered
Transfer
Abandoned
Abandon%
Callbacks
Outbound
Denied
Avg Talk
AHT
ASA
SL%
Chat Support
💬 CHAT
Staffing by Hour
No staffing data
Upload User State Detail to see staffing.
Queue Breakdown
Queue
Offered
Answered
Transfer
Abandoned
Abandon%
Callbacks
Outbound
Denied
Denied%
Avg Talk
AHT
ASA
SL%
Agent Performance
⚠ Upload Schedule CSV + User State Detail to see Clock In/Out & Adherence
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Upload Schedule + State Detail to Get Started
Schedule CSV(s) — Data Export with agent shifts. Select multiple files to load a full month across weeks. User State Detail CSV — Actual worked time & state data