Overview

This displays reports on Twilio phone and voice conversation handling for the past 30 days. You can compare the number of people waiting on the phone with the number of responding agents to verify whether you’re maintaining an appropriate support structure. Each report item can also be exported in CSV format.

How to Access Reports

To view this report, select “Reports” > “Calls” from the left menu in the agent screen.

Phone and Voice Conversation Report Items

Call load

This is used to analyze whether there are sufficient agents handling phone support. This item compares the number of calls, slots (number of available response channels), and phone queue numbers by minimum, maximum, and average values.

Call availability

Displays phone operational status by hour. For example, if an agent remains in standby for 1 hour, it is reported as 100% availability / 60 minutes.

Agent availability

Displays a list of each agent’s login history. In addition to login and logout dates and times, online time is also measured.

SLA Compliance

Displays whether SLA set in “SLA Rules” is being complied with in an hourly list.

SLA log

Logs are recorded when “SLA Rules” cannot be complied with.