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Reports

AI-generated performance reports and analytics

#Reports

#What are Reports?

Reports are AI-generated performance summaries that analyze your call data and provide actionable insights. Instead of manually reviewing metrics, reports synthesize patterns and highlight what matters.

Use reports to:

  • Understand overall performance trends
  • Identify common issues
  • Find coaching opportunities
  • Share insights with stakeholders

#Report Types

TotalView AI can generate reports at different scopes:

Scope Analyzes Best For
Campaign All calls in a campaign Overall performance review
Segment Calls matching saved filters Focused analysis
Check Performance of a specific check Check effectiveness review
Calls A selected set of calls Ad-hoc analysis

#Generating a Report

#Campaign Report

Analyze overall campaign performance:

  1. Navigate to your campaign
  2. Click Reports in the navigation
  3. Click Generate Report
  4. Select Campaign Report
  5. Optionally adjust the date range
  6. Click Generate

[SCREENSHOT: Generate report dialog with scope and date options]

#Segment Report

Analyze a subset of calls:

  1. Go to campaign Reports
  2. Click Generate Report
  3. Select Segment Report
  4. Choose a saved segment (or create filters)
  5. Click Generate

Learn More: Segments are saved filter combinations. Create them from the Calls page.

#Check Report

Analyze a specific quality check:

  1. Go to Checks in your campaign
  2. Click a check to view details
  3. Click Generate Report
  4. Set the date range
  5. Click Generate

#Report Contents

Each report includes several sections:

#Executive Summary

A brief overview (2-3 paragraphs) covering:

  • Overall performance assessment
  • Key achievements
  • Primary concerns
  • Top recommendations

#Performance Metrics

Quantitative data:

Metric Description
Total Calls Number of calls analyzed
Average Score Mean quality score
Pass Rate Percentage of checks passed
Score Distribution Breakdown by score ranges
Trend Comparison to previous period

#Check Performance

Analysis of each quality check:

Check Pass Rate Avg Score Trend
Opening Greeting 92% 87.5 ↑
Customer Verification 78% 72.1 ↓
Issue Resolution 85% 81.3 →

#Common Issues

The AI identifies recurring problems:

  • Pattern description
  • Frequency
  • Example calls
  • Suggested remediation

#Agent Performance

If agents are linked:

Agent Calls Avg Score Top/Bottom Performer
John S. 45 88.2 Top
Jane D. 38 71.5 —
Mike J. 52 65.4 Bottom

#Recommendations

Actionable suggestions based on findings:

  1. Immediate actions — Address critical issues now
  2. Short-term improvements — Focus areas for next week/month
  3. Long-term strategies — Structural changes to consider

#Viewing Reports

#Report List

Access all generated reports:

  1. Go to campaign Reports
  2. View the list of reports with:
    • Report name/type
    • Generated date
    • Scope
    • Actions

#Report Detail

Click a report to view:

  • Full report content
  • Interactive sections
  • Export options
  • Delete option

[SCREENSHOT: Report viewer showing executive summary and metrics]

#Interpreting Results

Trend Meaning Action
↑ Improving Scores going up Recognize what's working
→ Stable Consistent performance Maintain current efforts
↓ Declining Scores going down Investigate and intervene

#Pass Rate Thresholds

Pass Rate Interpretation
90%+ Excellent — check is being followed consistently
70-89% Good — room for improvement
50-69% Concerning — needs attention
<50% Critical — immediate action required

#Confidence in Findings

Reports indicate confidence based on:

  • Sample size (more calls = higher confidence)
  • Consistency of patterns
  • Statistical significance

Tip: Be cautious with reports on small samples (<20 calls).

#Exporting Reports

#Available Formats

Format Best For
PDF Sharing, printing, presentations
JSON Integration, data analysis

#How to Export

  1. Open the report
  2. Click Export
  3. Select format
  4. Download the file

#Report History

All generated reports are saved:

  • View past reports any time
  • Compare reports across time periods
  • Track improvement over time

#Retention

Reports are retained indefinitely unless manually deleted.

#Deleting Reports

  1. Open the report
  2. Click Delete
  3. Confirm

Note: Deleting a report doesn't affect the underlying call data.

#Scheduled Reports (If Available)

Some organizations can schedule automatic reports:

#Setting Up a Schedule

  1. Go to Reports
  2. Click Scheduled Reports
  3. Click Create Schedule
  4. Configure:
    • Report type
    • Frequency (daily, weekly, monthly)
    • Recipients (email addresses)
  5. Save

#Managing Schedules

View and edit scheduled reports from the Reports page.

#Report Costs

Reports consume AI tokens:

Component Tokens Used
Data analysis Based on call count
Narrative generation Based on report length

View token usage in Settings → Usage.

#Best Practices

#When to Generate Reports

Frequency Report Type Purpose
Weekly Campaign Report Track progress, identify emerging issues
Monthly Campaign + Segment Comprehensive review, stakeholder updates
Quarterly Campaign Long-term trends, strategic planning
As needed Check Report Investigate specific issues

#Sample Size

  • Minimum: 20 calls for meaningful patterns
  • Recommended: 50+ calls for reliable insights
  • Ideal: 100+ calls for high confidence

#Acting on Insights

  1. Read the executive summary — Get the big picture
  2. Review recommendations — Prioritize actions
  3. Check agent data — Identify who needs support
  4. Plan interventions — Schedule coaching, update training
  5. Track progress — Compare future reports

#FAQ

#How long does report generation take?

Typically 1-3 minutes, depending on the number of calls analyzed.

#Can I regenerate a report?

Yes. Generate a new report with the same scope. Old reports remain for comparison.

#Can I customize what's in a report?

Not currently. Reports use a standard template. You can generate different scopes (campaign, segment, check) for different focuses.

#Are reports updated automatically?

No. Reports are snapshots at generation time. Generate new reports to see updated data.

#Who can see reports?

All Admins and Members in your organization can view reports. Reports are not visible to agents.

#Can I share reports externally?

Yes. Export as PDF and share the file. Be mindful of sensitive data.

#What if I have no calls in the date range?

The report will indicate insufficient data. Expand the date range or wait for more calls.

#Do reports include audio or transcripts?

No. Reports include metrics, summaries, and insights. For specific call details, use the call detail page.