Building Reports with Call Center Analytics at Carolina Digital Phone

In this Carolina Digital Phone Training video series, we provide a detailed walkthrough of call center analytics and reporting in the Carolina Digital Phone Manager Portal.

This video shows how to access the Call Center dashboard and explains the key sections, including your organization’s call queues, the statistics grid, active calls grid, and agent list. We demonstrate how to view performance data for a specific call queue by selecting it from the list, which automatically updates the statistics grid with relevant metrics.

You will learn how the statistics grid uses color coding to highlight performance based on configured threshold limits and how to customize these settings by clicking the gear icon. The video shows how to enable or disable individual statistics and set lower and upper thresholds to match your operational goals.

The training also explains how to view performance statistics for individual agents by selecting the graph icon next to an agent’s name. For reporting, we demonstrate how to generate call center reports by clicking the Reports button, choosing a report type, filtering by department or call queue, and selecting a date range.

Finally, the video covers how to customize report columns using attribute settings, adjust table views with the gear icon, and download completed reports for further analysis or record keeping.

This training is ideal for supervisors, administrators, and managers who need insight into call volume, agent performance, and overall call center activity using Carolina Digital Phone.

Need help? Call us from your Carolina Digital Phone dialing 611 or call (336) 346-6000