Call Reports

Overview

Call Reports is the quality assurance and analytics hub of TotalApp's Call Center module. It gives QA analysts, supervisors, and managers the tools to review actual call recordings, score them against standardised quality criteria, and analyse aggregate performance metrics over time.

The screen is organised into three tabs — Recordings, QA, and Analytics — each addressing a different layer of call quality management. You can move seamlessly between listening to a call and scoring it: clicking Open in QA on any recording row pre-loads that call into the QA scoring interface.

Recordings Tab

The Recordings tab is the master library of all call recordings. Every call that was recorded by the PBX appears here as a row with playback and QA access controls. The list is sorted by date descending (newest first) by default.

Filtering Recordings

Use the filter bar to narrow the list to the calls you want to review:

• Date range — start and end date picker; defaults to the current week
• Call type — Inbound, Outbound, or Internal type pills
• Extension — filter to a specific agent's extension
• QA status — "Unscored only" filter to find calls that still need a QA review
• Score range — filter to calls with QA score between X and Y (e.g. score below 3.0 to find calls that need coaching follow-up)
• Search — free-text search across Caller ID

Multi-Select & Bulk Actions

Each row has a selection checkbox, plus a select-all checkbox in the header, so you can act on a batch of recordings at once instead of one at a time. Selecting one or more rows reveals a bulk action bar above the table for exporting the selection and clearing it. Checkbox shape (circle or square) and whether a check icon is shown inside a selected checkbox are controlled globally in Settings → Appearance → List Style — the same setting that governs multi-select tables across TotalApp. Your current selection also becomes the context the AI Assistant analyzes, so you can select a handful of calls and ask the assistant about just that subset.

QA Tab

The QA tab is the quality scoring interface. It is designed to make call evaluation fast and consistent by presenting all eight scoring criteria on a single screen alongside the audio player so you can score as you listen.

QA Scoring Workflow

1. Select a recording from the Recordings tab and click Open in QA — it pre-loads into this tab. Or navigate to the QA tab and select a recording from the search dropdown.
2. The audio player appears at the top. Press Play and listen to the call. Pause at any point to score a criterion.
3. Rate each of the eight criteria on a scale of 1 to 5 (1 = Poor, 5 = Excellent). Scores are entered by clicking the star rating for each criterion.
4. Add free-text coaching notes in the Notes field — these are visible to the agent and their manager.
5. The Overall Score is automatically calculated as a weighted average of the eight criteria scores.
6. Click Save QA Review to persist the scores. The score badge on the corresponding Recordings row updates immediately.

The Eight QA Criteria

QA History

After saving a review, a QA History section appears below the scoring form showing all past reviews for the selected agent. Each history entry includes the call date, overall score, and the reviewer's name. A score trend mini-chart shows whether the agent's quality is improving or declining over recent calls — a critical input for coaching decisions.

Analytics Tab

The Analytics tab aggregates call data across all recordings and QA reviews for the selected period, turning individual call records into actionable team-level insights.

KPI Cards

Six metric cards at the top of the Analytics tab provide a quick summary for the selected period:

• Answer Rate — percentage of inbound calls answered (not abandoned)
• Avg Handle Time — average total call duration from answer to disconnect, including any after-call work
• Avg Wait Time — average queue wait time in seconds before agent pickup
• Abandonment Rate — percentage of callers who hung up before being answered
• Total Talk Time — cumulative minutes of connected call time across all agents
• CSAT Average — mean customer satisfaction score across all post-call surveys collected in the period

Call Volume Chart

A daily bar chart shows inbound and outbound call counts for each day in the selected date range. Two bars per day: inbound (sky blue) and outbound (violet). Hover any bar for the exact count. Use this to identify high-volume days that correlate with specific campaigns, promotions, or external events.

Peak Hours Heatmap

A grid with hours of the day on the x-axis (0–23) and days of the week on the y-axis (Mon–Sun). Each cell's colour intensity represents the call volume for that hour-day combination — lighter cells are quieter periods, darker cells are busier. This is the fastest way to identify recurring staffing gaps: if Thursday at 10am is consistently dark (high volume) but you're short-staffed then, the heatmap makes it visually unmistakable.

Agent Leaderboard

A ranked table of agents for the selected period, sortable by three dimensions:

• Call Count — total calls handled (default sort)
• Avg Handle Time — agents with very low AHT may be rushing calls; very high AHT may indicate training needs
• QA Score — agents with the highest quality scores; useful for identifying top performers to shadow

Score Badges

QA scores are displayed as colour-coded badges throughout the Recordings list, QA history, and the Analytics leaderboard. The colour makes it possible to scan hundreds of call records and immediately spot problem areas without reading every number.

Export

Call Reports supports two export formats to make it easy to share data with stakeholders outside TotalApp:

Both exports reflect the currently active date range and any filters applied at the time of export. Always verify your filters before exporting to ensure the report covers the intended scope.

AI Assistant

Call Reports ships with a built-in AI Assistant. Click the vertical AI Assistant tab on the right edge of the screen (or the Sparkles toggle) to open a chat panel that reads the currently selected recordings (or the full filtered list if nothing is selected) — agent, party, call type, queue, duration, date, and QA score. Use the row checkboxes in the Recordings tab to hand-pick exactly which calls the assistant should analyze before asking your question:

• Quality review — summarizes QA score trends across the selected calls and flags agents or calls that need coaching.
• Volume & type analysis — breaks down call volume by type, queue, and agent, referencing the actual names and numbers shown.
• Recommendations — prioritizes which agents or calls need follow-up first.

Every reply can be saved with the Save as Report button, which stores it in My Reports under a title derived from your question and the current month/year. The panel respects the Writer Engine selected in Settings → Agentic (Local CLI, Hosted API, Local LLM, or Ollama) — Ollama and other local/in-browser engines run entirely on your own machine and never proxy through the server.

Frequently Asked Questions