Koretel PBX - Reporting Manual

1. Overview

Welcome to Koretel PBX Reporting System

The Koretel PBX reporting system provides comprehensive analytics and insights into your call center operations. From real-time monitoring to detailed historical analysis, our reporting suite helps you make data-driven decisions to optimize performance.

Key Features

Real-time Monitoring
Live wallboards and real-time queue statistics for immediate visibility into call center operations.
Historical Analytics
Comprehensive historical reports with detailed call analysis and performance metrics.
Agent Performance
Detailed agent metrics including attendance, performance tracking, and FLSA compliance.
Automated Scheduling
Schedule reports to be generated and delivered automatically via email.
Quality Assurance
QA reporting tools with customizable evaluation templates and scoring systems.
Export Capabilities
Export reports in multiple formats including CSV, PDF, and Excel for further analysis.

Report Categories

  • Realtime Reports: Live monitoring and wallboards
  • Historical Reports: Call details, summaries, and performance analysis
  • Agent Reports: Individual agent performance and attendance tracking
  • Automated Reports: Scheduled reports and alert management
  • Quality Assurance: QA evaluations and performance scoring

2. Accessing Reports

Navigation to Reports

Access the reporting system through the main navigation menu:

  1. Log into the Koretel PBX system
  2. Click on the "Reports" dropdown in the main navigation
  3. Select the desired report category from the dropdown menu

Report Menu Structure

Category Available Reports Description
Realtime Agents Queue Wallboard, Queue Stats Wallboard, Custom Wallboard, Operator Panel Live monitoring and real-time statistics
Historical Call Details, Call Summary, DID Performance, Queue Performance, Hourly Queue Performance, Ring Group Performance Detailed historical analysis and trending
Agent Wise Agent Queue Performance, Agent Attendance Report Individual agent metrics and compliance
Automated Scheduled Reports, Alert Management Automated report delivery and notifications

Permission Requirements

Note: Access to reports is controlled by user permissions. Contact your administrator if you cannot access specific reports.
  • view_reports: Basic report viewing access
  • admin_portal: Full administrative reporting access
  • manage_schedules: Access to scheduled reports
  • manage_alerts: Alert management capabilities
  • manage_qa: Quality assurance report access

3. Realtime Reports

Agents Queue Wallboard

Monitor your agent team in real-time with live status updates and current activity visibility.

What You'll See:

  • Agent Status: Available, On Call, Break, Logged Out
  • Current Call Timer: How long each agent has been on their current call
  • Queue Assignments: Which queues each agent is logged into
  • Extension Information: Phone numbers and agent names
  • Break Codes: What type of break agents are currently on

How to Use:

  1. Navigate to Reports > Realtime > Agents Queue Wallboard
  2. Select which queues you want to monitor
  3. The screen refreshes automatically every 5 seconds
  4. Use full-screen mode for monitoring displays

Queue Stats Wallboard

Get instant insights into queue performance with real-time metrics and service level tracking.

Call Volume Metrics
• Calls waiting in queue
• Calls answered today
• Calls per hour rate
• Abandoned call count
Service Level Tracking
• Current service level percentage
• Average wait time
• Longest waiting caller
• Target vs. actual performance
Agent Availability
• Agents currently available
• Agents on calls
• Agents on break
• Overall staffing status

Custom Wallboard

Create personalized monitoring displays tailored to your specific operational needs.

Customization Options:

  • Choose Your Metrics: Select which KPIs to prominently display
  • Layout Configuration: Arrange widgets in your preferred layout
  • Color Themes: Match your company branding or preferences
  • Alert Thresholds: Set visual alerts when metrics exceed limits
  • Multiple Configurations: Save different setups for different shifts or purposes

Operator Panel

Supervisory control center for managing live call operations and agent assistance.

Supervisory Tools:

  • Live Call Monitoring: View all active calls across the system
  • Agent Management: Monitor agent status and assist with issues
  • Call Control: Transfer, conference, or disconnect calls when needed
  • Emergency Functions: Quick access to override controls
  • Real-time Alerts: Immediate notifications of system issues

4. Historical Reports

Custom Reports

Build tailored reports to answer specific business questions and track unique KPIs.

Features:

  • Flexible Data Selection: Choose exactly which information to include
  • Advanced Filtering: Narrow down data by date, queue, agent, or custom criteria
  • Multiple Views: Switch between summary and detailed views
  • Save Templates: Reuse frequently needed report configurations
  • Share Results: Export or email reports to stakeholders

Call Details Report

Examine individual call records for quality assurance, dispute resolution, and detailed analysis.

Information Available:

  • Call Identification: Unique call ID and timestamp
  • Caller Information: Phone number and any available caller data
  • Routing Details: Which queue handled the call and final destination
  • Agent Assignment: Which agent handled the call
  • Timing Metrics: Wait time, talk time, hold time, total duration
  • Call Outcome: How the call ended (completed, transferred, abandoned, etc.)

Common Uses:

  • Investigating customer complaints
  • Quality assurance sampling
  • Billing verification
  • Training case studies
  • Compliance auditing

Call Summary Report

Get the big picture with aggregated statistics and key performance indicators.

Key Metrics You'll See:

  • Call Volume: Total calls received, answered, and abandoned
  • Service Levels: Percentage of calls answered within target time
  • Average Times: Wait time, handle time, and talk time averages
  • Peak Analysis: Busiest hours and traffic patterns
  • Trends: Day-over-day and week-over-week comparisons

Business Value:

  • Identify staffing needs and optimize schedules
  • Track service level agreement compliance
  • Spot trends and seasonal patterns
  • Measure impact of process changes
  • Report to executives and stakeholders

Queue Performance Report

Compare performance across different queues to identify best practices and improvement opportunities.

Queue Comparison Metrics:

Metric What It Shows Why It Matters
Service Level % Calls answered within target time Customer satisfaction indicator
Average Speed of Answer How quickly calls are answered Efficiency measurement
Abandonment Rate Percentage of callers who hang up Lost opportunity tracking
Average Handle Time Time spent per call Productivity and training needs
Agent Occupancy How busy agents are Staffing optimization

Hourly Queue Performance Report

Understand traffic patterns throughout the day to optimize staffing and improve service delivery.

What You'll Discover:

Traffic Patterns
Peak hours, slow periods, and call volume distribution throughout the day.
Performance Trends
How service levels and response times vary by hour.
Staffing Insights
Agent availability vs. call volume to identify under/over-staffing.
Optimization Opportunities
Recommendations for schedule adjustments and resource allocation.

Ring Group Performance Report

Analyze how effectively your ring groups distribute calls and utilize available staff.

Ring Group Analysis:

  • Answer Rates: How often calls are picked up vs. going to voicemail
  • Response Times: Average time before calls are answered
  • Member Utilization: Which members answer the most calls
  • Distribution Fairness: Whether calls are evenly distributed
  • Overflow Patterns: When and why calls overflow to backup options

5. Agent Reports

Agent Queue Performance Report

Comprehensive individual agent performance tracking with detailed analytics and visual insights for managing your team effectively.

Complete Agent Performance Dashboard

Track individual agent productivity, call handling efficiency, and team performance with easy-to-understand metrics and interactive charts.

How to Access and Filter:

  1. 1Go to Reports > Agent Wise Reports > Agent Queue Performance Report
  2. 2Set your date range using the date picker fields
  3. 3Choose specific queues to analyze (hold Ctrl/Cmd for multiple selections)
  4. 4Select which agents to include in the report
  5. 5Choose how many rows to display (10, 25, 50, or 100 per page)
  6. 6Pick which columns to show using the dropdown menu
  7. 7Click "Apply Filters" to generate your customized report

Understanding the Data Columns:

Column Name What It Shows How to Interpret
Extension Agent's phone number Identifies which phone the agent used most recently
Agent Name Full name of the agent Links performance data to specific team members
Total Calls All inbound calls directed to this agent Higher numbers indicate busy agents or longer shifts
Answered Calls Calls the agent successfully handled Compare with Total Calls to see answer rate
Missed Calls Calls that rang but weren't answered May indicate agent unavailability or system issues
Outbound Calls Calls the agent initiated Shows proactive calling activity and productivity
Avg Talk Time Average length of conversations Longer times may indicate complex issues or chatty agents
Avg Hold Time How long callers wait before reaching agent Lower is better for customer satisfaction
Total Login Time How long agent was available in queues Shows actual work time vs. scheduled time
Total Break Time Time spent on breaks and pauses Monitor for excessive break time
Adherence Rate Percentage of time actively working Higher percentages indicate better productivity
Break Count Number of break sessions taken Compare with break time to see break patterns

Performance Charts & Insights:

The report includes four interactive charts that help visualize agent performance:

Call Distribution Chart
What it shows: Stacked bars comparing answered calls (green), missed calls (red), and transferred calls (blue) for each agent.

Use it to: Quickly identify top performers and agents who may need coaching.
Performance Matrix
What it shows: Scatter plot with adherence rate on X-axis and answered calls on Y-axis.

Use it to: Find agents who are both productive and efficient (top-right area).
Productivity Timeline
What it shows: Line graph comparing login time vs. actual talk time.

Use it to: Identify agents with good time utilization vs. those with gaps.
Break Analysis
What it shows: Bar chart for break time combined with line showing break frequency.

Use it to: Monitor break patterns and identify potential attendance issues.

Managing Agents with Multiple Extensions:

Multi-Extension Tracking

The system automatically handles agents who use different phones or extensions:

  • Consolidated Data: All activity is combined under one agent regardless of which phone they used
  • Extension Display: Shows the most recently used extension for identification
  • Complete Picture: Login times are merged to show total availability time
  • No Double Counting: Overlapping sessions are automatically merged for accurate time tracking

Customizing Your View:

  • Column Selection: Use the dropdown menu to show only the metrics you care about
  • Search and Filter: Quickly find specific columns in the selection dropdown
  • Page Size: Adjust how many agents appear on screen at once
  • Sorting: Click column headers to sort by that metric
  • Navigation: Use page numbers to browse through large agent lists

Best Practices for Using This Report:

  • Weekly Reviews: Use for regular one-on-one meetings with agents
  • Performance Coaching: Identify specific areas where agents need improvement
  • Recognition Programs: Highlight top performers in team meetings
  • Training Needs: Spot patterns that indicate training opportunities
  • Schedule Optimization: Adjust schedules based on individual productivity patterns

Agent Attendance Report

Comprehensive time tracking and payroll compliance reporting that meets federal labor law requirements.

FLSA-Compliant Time Tracking

Accurate attendance tracking that helps ensure compliance with the Fair Labor Standards Act (FLSA) and provides detailed data for payroll processing.

How to Generate Attendance Reports:

  1. 1Navigate to Reports > Agent Wise Reports > Agent Attendance Report
  2. 2Select your date range (typically payroll period)
  3. 3Choose specific queues if needed (or leave blank for all)
  4. 4Select specific agents or leave blank for all agents
  5. 5Choose view type: Daily or Weekly summary
  6. 6Click "Apply Filters" to generate the report

Understanding Daily View:

Column What It Shows Payroll Use
Date Specific work day Daily payroll calculations
Clock In When agent first logged into system Shift start time verification
Clock Out When agent last logged out Shift end time verification
Work Time Total time logged into queues Gross hours worked
Paid Breaks Break time that counts as work Included in paid hours
Unpaid Breaks Meal breaks and unpaid time off Deducted from paid hours
Net Hours Work time minus unpaid breaks Final payable hours
Compliance Labor law compliance alerts Overtime and meal break tracking

Break Classification System:

How Breaks Are Categorized

The system automatically determines if breaks are paid or unpaid:

  • Paid Breaks: Generally 20 minutes or less (coffee breaks, bathroom breaks)
  • Unpaid Breaks: Meal periods over 30 minutes or extended personal time
  • Custom Settings: Your administrator can override these rules for specific break codes
  • Compliance: Follows federal Fair Labor Standards Act guidelines

Understanding Weekly View:

The weekly summary provides payroll-ready information:

  • Week Period: Sunday to Saturday date range
  • Days Worked: Number of days agent was active
  • Regular Hours: Up to 40 hours per week
  • Overtime Hours: Hours worked over 40 in the week
  • Total Hours: Complete weekly time
  • Total Breaks: All break time for the week

Compliance Alerts and Color Coding:

Alert Type When It Appears Visual Indicator Action Needed
Daily Overtime More than 8 hours in one day Yellow highlighting Verify overtime was authorized
Excessive Hours More than 12 hours in one day Red highlighting Review for safety compliance
Missing Meal Break Over 5 hours without meal break Orange highlighting Confirm meal break was taken
Weekly Overtime More than 40 hours in one week Week row highlighted Calculate overtime pay

Interactive Break Details:

Click on any day in the daily view to see detailed break information:

  • Break-by-Break List: See each individual break with start/end times
  • Break Type Classification: Visual indicators showing paid vs. unpaid status
  • Duration Details: Exact length of each break period
  • Pattern Analysis: Frequency and timing of breaks throughout the day
  • Summary Statistics: Total break time and percentage of work day

Using This Report for Payroll:

  • Export to CSV: Import directly into payroll systems
  • PDF Reports: Printable time sheets for manual processing
  • Compliance Documentation: Meets FLSA record-keeping requirements
  • Overtime Tracking: Automated detection of overtime situations
  • Audit Trail: Complete record of all time tracking data

Common Management Uses:

  • Payroll Verification: Ensure accurate time reporting
  • Compliance Monitoring: Stay compliant with labor laws
  • Schedule Optimization: Identify patterns to improve scheduling
  • Performance Management: Address attendance and break abuse issues
  • Budget Planning: Track overtime costs and labor expenses

6. Automated Reports

Scheduled Reports

Set up reports to be automatically generated and delivered to your inbox on a regular schedule.

Benefits of Automated Reports:

  • Consistent Monitoring: Never miss important metrics
  • Time Savings: Eliminate manual report generation
  • Stakeholder Updates: Automatically inform management and teams
  • Trend Tracking: Regular reports help identify patterns over time
  • Compliance: Ensure regular reporting requirements are met

Setting Up Scheduled Reports:

  1. 1Go to Reports > Automated Reports > Scheduled Reports
  2. 2Click "Create New Schedule"
  3. 3Choose which report type to automate
  4. 4Set the data parameters (date ranges, filters, etc.)
  5. 5Choose delivery schedule (daily, weekly, monthly)
  6. 6Add email recipients
  7. 7Select output format (PDF, CSV, Excel)
  8. 8Test and activate

Alert Management

Get immediate notifications when important metrics exceed your defined thresholds.

Performance Alerts
Notifications when service levels drop, wait times increase, or abandonment rates spike.
Multiple Delivery Options
Receive alerts via email, SMS, or in-system notifications based on urgency.
Custom Conditions
Set complex alert rules with multiple criteria and time-based conditions.

Common Alert Scenarios:

  • Service Level Alert: "Notify me if service level drops below 80%"
  • Wait Time Alert: "Alert if average wait time exceeds 2 minutes"
  • Staffing Alert: "Warn when available agents drop below 3"
  • Abandonment Alert: "Notify if abandonment rate exceeds 15%"
  • System Alert: "Alert on system errors or downtime"

7. Quality Assurance

QA Reports

Track quality scores, evaluation results, and agent development progress.

QA Reporting Features:

  • Individual Scores: Track each agent's quality performance over time
  • Team Comparisons: Compare quality metrics across teams and departments
  • Trend Analysis: Identify improving or declining quality patterns
  • Evaluation Summaries: Breakdown of scoring criteria and common issues
  • Calibration Reports: Ensure consistency among quality evaluators

QA Templates

Create and manage standardized evaluation forms for consistent quality assessments.

Template Management:

  • Custom Forms: Build evaluation forms specific to your business needs
  • Scoring Systems: Define point values and weighting for different criteria
  • Pass/Fail Thresholds: Set minimum scores for acceptable performance
  • Auto-Calculations: Automatic scoring based on your criteria
  • Version Control: Track changes to evaluation criteria over time

8. Export & Sharing

Export Formats

Multiple export options to integrate with external systems and tools.

CSV Export
Raw data export for spreadsheet analysis and data processing.
PDF Reports
Professional formatted reports with charts and branding.
Excel Export
Advanced Excel files with formatting and formulas.
Print Options
Optimized printing layouts for physical documentation.

Sharing and Distribution

Flexible options for sharing reports with stakeholders and external parties.

Sharing Methods:

  • Direct email delivery with attachments

Export Process

Step-by-step guide to exporting reports from the system.

For Agent Attendance Reports:

  1. 1Configure your report filters (date range, agents, queues)
  2. 2Click the "Apply Filters" button to generate the report
  3. 3Scroll to the bottom to find the "Export Options" section
  4. 4Choose your preferred format:
    • Export CSV: Raw data for analysis
    • Export PDF: Formatted report with compliance indicators
    • Print: Browser print dialog for physical copies
  5. 5The download will start automatically

For Agent Performance Reports:

  1. 1Use the filtering options to select specific data
  2. 2Configure column selection for customized exports
  3. 3Apply pagination settings if needed
  4. 4Use chart export functions for visual data
  5. 5Download in preferred format

9. Compliance Features

FLSA Compliance & Labor Law Adherence

Koretel PBX includes comprehensive compliance features to help organizations meet federal and state labor law requirements, particularly the Fair Labor Standards Act (FLSA).

FLSA Compliance Features

The system automatically tracks and reports on key labor law compliance metrics.

Accurate Time Tracking
Precise clock-in/out times with automatic session merging for overlapping logins.
Overtime Calculation
Automatic overtime detection for both daily (8+ hours) and weekly (40+ hours) thresholds.
Break Classification
Intelligent classification of paid vs. unpaid breaks based on federal guidelines.
Meal Break Monitoring
Track compliance with state-specific meal break requirements.

Break Classification Rules

The system uses a sophisticated break classification system to ensure FLSA compliance.

Classification Logic:

  1. Database Configuration: Pause codes can be explicitly marked as paid/unpaid
  2. Federal Guidelines: Breaks ≤ 20 minutes are generally considered paid
  3. Meal Breaks: Breaks > 30 minutes typically classified as unpaid meal periods
  4. Custom Rules: Administrators can configure organization-specific rules

Pause Code Management:

Configure break types through Settings > Pause Codes:

  • Set individual pause codes as paid or unpaid
  • Override duration-based classifications
  • Track specific break reasons for analysis
  • Generate compliance reports by break type

Compliance Alerts

Visual indicators and automated alerts help identify potential compliance issues.

Alert Type Trigger Condition Visual Indicator Action Required
Overtime Daily hours > 8 or Weekly hours > 40 Yellow highlight Review overtime authorization
Excessive Hours Daily hours > 12 Red highlight Mandatory review for safety compliance
Missing Meal Break Work > 5 hours without meal break Orange highlight Verify meal break was taken

Audit Trail & Documentation

Comprehensive audit trails for compliance verification and legal protection.

Audit Features:

  • Complete time tracking history with timestamps
  • Break detail records with duration and classification
  • Login/logout session logs across multiple extensions
  • Automated compliance flag generation
  • Export capabilities for legal documentation
  • Data retention policies for regulatory requirements

10. Report Customization

Column Selection

Customize report displays by selecting only the columns relevant to your needs.

Available Customizations:

  • Multi-select dropdown with Select2 interface
  • Real-time column filtering and reordering
  • Save custom column configurations
  • Template-based column sets for different roles
  • Export custom column selections

Agent Performance Report Columns:

Column Description Calculation Method
Extension Agent's phone extension Most recent extension used
Agent Name Full name from user database Lookup from users table
Total Calls All inbound calls handled Sum of all call interactions
Answered Calls Successfully completed calls CONNECT/COMPLETE status calls
Outbound Calls Agent-initiated calls Calls from internal context
Adherence Rate Productivity percentage (Login time - Break time) / Login time

Filter Options

Powerful filtering capabilities to focus on specific data sets and time periods.

Date Range Filtering
Flexible date selection with presets for common periods (today, yesterday, last week, etc.)
Agent Selection
Multi-select agent filtering with search capabilities
Queue Filtering
Filter by specific queues or queue groups
Search Functions
Text search across call IDs, caller IDs, and agent names

Pagination and Sorting

Efficient data navigation and organization for large datasets.

Pagination Features:

  • Configurable rows per page (10, 25, 50, 100)
  • Smart pagination with page number navigation
  • Results summary showing current page position
  • Jump to page functionality for large datasets

Sorting Options:

  • Click column headers to sort ascending/descending
  • Multi-column sorting with priority indicators
  • Default sorting by most relevant metrics
  • Save sorting preferences per user

Visual Customization

Adapt the visual presentation to match your organization's needs and preferences.

Chart Customization:

  • Interactive charts with hover details
  • Color scheme customization for branding
  • Chart type selection (bar, line, pie, scatter)
  • Data point configuration and filtering
  • Export charts as images for presentations

Dark Mode Support:

  • Automatic dark mode detection
  • User preference saving
  • Consistent theming across all reports
  • High contrast mode for accessibility

11. Troubleshooting

Common Issues and Solutions

Report Not Loading

Symptoms: Blank page, loading spinner that never completes, or error messages

Solutions:

  • Check your internet connection and refresh the page
  • Verify you have the correct permissions for the report
  • Try reducing the date range for large datasets
  • Clear browser cache and cookies
  • Contact your administrator if permissions are needed

Missing Data

Symptoms: Reports show no data or incomplete information

Solutions:

  • Verify the date range includes periods with activity
  • Check filter settings - ensure queues and agents are selected
  • Confirm agents were properly logged into queues during the period
  • Check for system maintenance or data processing delays
  • Review pause code configurations for break tracking

Export Issues

Symptoms: Downloads fail, corrupted files, or missing data in exports

Solutions:

  • Ensure popup blockers are disabled for the site
  • Try a different browser or incognito/private mode
  • Reduce the dataset size by applying more specific filters
  • Check available disk space on your device
  • Wait for report generation to complete before starting export

Chart Display Problems

Symptoms: Charts not rendering, missing data points, or visual glitches

Solutions:

  • Ensure JavaScript is enabled in your browser
  • Update your browser to the latest version
  • Disable browser extensions that might block scripts
  • Check if your firewall allows access to chart libraries
  • Try refreshing the page or using a different browser

Performance Optimization

Tips to improve report loading speed and system performance.

Best Practices:

  • Limit Date Ranges: Use shorter date ranges for faster loading times
  • Filter Early: Apply filters before generating reports to reduce data processing
  • Use Pagination: Set appropriate page sizes for large datasets
  • Schedule Large Reports: Use automated scheduling for comprehensive reports
  • Regular Cleanup: Archive old data to maintain system performance

System Requirements:

  • Browser: Chrome 90+, Firefox 88+, Safari 14+, Edge 90+
  • JavaScript: Must be enabled
  • Cookies: Required for session management
  • Connection: Stable internet connection recommended
  • Screen Resolution: Minimum 1024x768 for optimal display

Getting Help

Resources and contacts for additional support.

Administrator
Contact your system administrator for permission issues or system configuration problems.
Technical Support
Reach out to Koretel technical support for system bugs or advanced troubleshooting.
Documentation
Review other manual sections for detailed feature explanations and step-by-step guides.
Training
Request additional training sessions for advanced reporting features and customization.
Support Tip: When contacting support, include your browser version, specific error messages, and steps to reproduce the issue for faster resolution.