Utilize the interactive table to filter the call data records you want to track. 

Sonar Call Center Report Table Overview 

At anytime, you can click the download (or print) button, on the right side of the data graph, to download a .csv file with all the data included in your table. 

 

How to Use the Call Center Data Table 

Only Office Managers and Call Center Supervisors have access to the interactive call center table. To access the Call Center Reports section of the Sonar portal, you must be in Manage Organization/Manage Call Center. 

1. Click the Call Center tab.
2.  Click the Reports button on the left side of the page. 
3. Using the table subtabs, choose the Report Type you want to track in a dynamic table. 
   1. Queue Stats
   2. Agent Stats
   3. Agent Availability
   4. Dialled Number Stats
   5. Abandoned Calls
4. Click the Settings button to reveal additional call center options.
   1. The General subtab provides a Service Level Agreement slider, with a minimum of 20 seconds and a maximum of 1920 seconds. 
   2. The Custom Statuses subtab allows you to add new agent status. 
      Custom agent status messages to allow for agent time tracking.
      1. View current Custom Statuses, and, 
      2. Add New Custom Status. 
5. Filter the Date Range using the calendar and time drop-downs. 
   The max range is 35 days. 
6. Directly under the date range, select the type of table data you want to track; the options available in the dropdown are dependent on the reporting type you choose in step #3. 
   1. For Queue Stats, choose between: 
      1. Call Volume
      2. Calls Handled
      3. Average Talk Time (min)
      4. Average Wait Time (min)
      5. Abandoned Calls
      6. Service Level (%)
   2. For Agent Stats, choose between:  
      1. Call Volume
      2. Average Talk Time (min)
   3. Agent Availability tables are filtered by departments.   
   4. Dialed Number Stats tables are filtered by call queues. 
   5. Abandoned Call tables are filtered by call queues.  
7. Scroll down to find your filtered table (under the graph). To change the displayed statistics, click the Table Settings dropdown; check or uncheck any stats to include or exclude them. Additionally, Within the Table Settings dropdown, under General Settings, you can choose to:  
   1. Hide rows with no data, and,
   2. Hide totals on the table.