Nextiva Contact Center - Release Notes - Oct 23, 2025

The Report Builder in Nextiva Contact Center (NCC) is a no-code, self-service report builder and dashboarding solution. There is no need for SQL queries or external BI tools, and customers will be able to create, customize, and automate reports directly within NCC.

Accessing the Report Builder

To access the Report Builder, follow these steps:

Click the Options Menu icon.
In the “Search” field, enter “Report builder” and click the Report builder icon.

The Report builder UI appears:

In the Custom reports, you’ll see all custom reports in NCC, with their descriptions (if available), creators, and creation dates.

Use the Search field to find reports by:

Report name
Report description

These three icons control spacing between reports:

Left icon: least space between reports.
Middle icon: moderate space between reports.
Right icon: most space between reports.

To view a report, click the blue triangle under the Run column.

Click the three dots to delete or duplicate the report.

To create a new report, click Create Custom Report.

To build a report, choose one of these templates:

Agent Busy Summary
Agent Status Detail
Agent Summary
Bounce Detail
Baseline Report Detail (All)
Bounce Summary
Campaign Summary - Daily
Campaign Summary - Interval

Campaign Summary
Disconnect Reason Detail
Disconnect Reason Summary
Queue Detail
Queue Summary - Daily
Queue Summary – Interval
Queue Summary
Call Detail Record (CDR)

Once you have selected a template, the configuration page appears. On this page, you can enter:

Report name (mandatory)
Report description

NOTE: Each report must have a unique name. Duplicate names trigger this error:

You can select:

The report time period (mandatory)
The report time zone
Inboxes (inboxes are the same as queues in Nextiva Contact Center). If required, the Inbox drop-down only shows inboxes. Multiple selections are allowed.
Report users. If required, the User drop-down only shows users. Multiple selections are allowed.
Report campaigns. If required, the Campaign drop-down only shows campaigns. Multiple selections allowed.

Click Next to build the report.

Report Types

Expand each section below to learn more about the report.

Agent Busy Summary Report

The Agent Busy Summary report provides a high-level overview of agent availability, showing how much time each agent spent in various busy states, during a selected period. The Agent Busy Summary report has the following columns:

Agent Name – Name of the agent.
Status Name - Agent’s status type (Busy, Break, Etc).
Duration Time - Total time spent in that status.
Average Duration - Average length of each status occurrence.
Count - Number of times the status was entered.

Agent Status Detail Report

The Agent Status Detailed report displays a detailed timeline of each agent’s status changes throughout the day; such as available, on call, or on break, to monitor productivity and adherence. The Agent Status Detail report has the following columns:

User ID – Unique identifier of the agent.
Agent Name – Display name of the agent.
Status name – The specific status label (Lunch, Meeting, Etc).
Duration time – Total time spent in this status.
Created at – Start timestamp of the status.
Terminated at – End timestamp of the status.

Agent Summary Report

The Agent Summary report summarizes key performance metrics for each agent, including call volume, handle time, and average talk time, helping evaluate overall efficiency and performance trends. The Agent Summary Report has the following columns:

Agent name – Name of the agent.
Workitem count – Number of interactions handled.
Average handle time – Mean interaction handling time.
Inbound calls – Total inbound calls taken.
Inbound average handle time – Average handle time for inbound calls.
Outbound calls – Total outbound calls placed.
Outbound average handle time – Average handle time for outbound calls.
Progressive calls – Count of progressive dialer calls.
Progressive average handle time – Average handle time for progressive calls.
Chats – Total chat interactions handled.
Chat average handle time – Average chat handling time.
Other calls – Count of other non-standard calls.
Other average handle time – Average handle time for other calls.
Total talk time – Sum of all talking time.
Total handle time – Sum of all handling time.
Bounces – Interactions bounced by agent.
Rejected – Interactions rejected by agent.
Total idle time – Idle (waiting + available) time.
Total unavailable – Time agent was unavailable.
Prod time – Productive time (talk + wrap + handle).
Total staffed time – Entire time logged in.
Occupancy – % of staffed time spent working.
% Talk time – % of staffed time spent talking.

Bounce Detail Report

The Bounce Detail report lists calls that were offered to agents but not answered or were manually rejected (“bounced”), helping identify missed opportunities and potential staffing or routing issues. The Bounce Detail report has the following columns:

Workitem ID – Unique identifier for the interaction.
Created at – Time the bounce occurred.
Type – Type of bounced interaction.
User ID – Agent ID tied to the bounce.
Agent Name – Name of the agent tied to the bounce.

Baseline Detail Report (All)

The Baseline Detail report (All) provides a detailed view of all interactions across the contact center, capturing raw activity without filtering by campaign, queue, or user. The Baseline Detail report (All) has the following columns:

Date – Date of interaction.
User duration – Duration tied to agent work.
Wrapup time count – Number of wrap-up instances.
Seq number – Sequence identifier for record.
Talk time – Time spent in conversation.
Hold time count – Number of holds.
End date – End time of interaction.
User transfer – Transfers initiated by agent.
Talk time count – Count of talk segments.
Channel type – Channel (call, chat, SMS, etc.).
Type – Type of workitem.
To address – Destination address/number.
Answered before SLA – Mark if answered within SLA.
Queue exit time – Time left queue.
Real abandon – Abandon after joining queue.
Workitem Id – Unique ID of the workitem.
Abandoned after SLA – Abandons beyond SLA.
Short abandons – Very quick abandons.
Abandoned before SLA – Abandons before SLA expired.
Queue exit result – Outcome after queue exit.
Queue Transfer – Transfer from queue to another.
From address – Origin address/number.
Abandoned – Total abandoned count.
Workflow transfers – Transfers via workflow.
Queue duration abandoned – Time in queue before abandon.
Handle time – Total handling time.
Total transfers – Total number of transfers.
Answered – Answered flag.
SLA – SLA status for the item.
Agent name – Assigned agent name.
Offer time count – Count of offers.
Hold time – Total hold time.
Offer time – Time of offer.
Disposition – Final call disposition.
Wrap up time – Time spent wrapping up.
Disconnect reason – Reason for termination.
Queue name – Name of queue.
Half interval – Time bucket label.
Queue duration – Total queue time.
External Transfer – Whether transferred out.
Queue duration answered – Queue time until answer.
Enter queue time – Time interaction entered queue.
Campaign – Campaign associated.
State date – Start timestamp.
Answered after SLA – Answered but SLA violated.

Bounce Summary Report

The Bounce Summary report summarizes call attempts that did not connect (bounce), including failed dials, short calls, or unreachable contacts. The Bounce Summary report has the following columns:

Total – Total number of bounced items.
Agent name – Name of agent.
User ID – Agent identifier.

Campaign Summary – Daily Report

The Campaign Summary – Daily report is a daily roll-up of campaign performance, showing call volumes, outcomes, and key KPIs by campaign. The Campaign Summary – Daily report has the following columns:

Date – Calendar day of metrics.
Total wait – Total waiting time across interactions.
Average handle time – Mean agent handle time.
Short abandons – Count of quick abandons.
Average talk time – Mean talk time.
Total wrap time – Total wrap-up time.
Total Hold Time – Total time customers spent on hold.
Average wait – Average time customers waited.
Answered before SLA – Count answered within SLA.
External transfers – Calls transferred externally.
Transfer rate – % of calls transferred.
Abandoned after SLA – Calls abandoned beyond SLA.
Total Talk Time – Combined talk duration.
User transfers – Transfers made by users.
Max hold time – Longest hold duration.
Average hold time – Mean hold time.
Abandoned before SLA – Calls abandoned before SLA.
Max wrap time – Longest wrap-up time.
Max abandon time – Longest abandon wait time.
Total handle – Total handle duration.
Queue transfers – Calls transferred between queues.
Total workitems – Count of workitems.
Abandoned – Total abandoned calls.
Average abandon time – Mean abandon wait time.
Max talk time – Longest talk duration.
Answered – Total answered interactions.
Max handle – Longest handle time.
Total Transfers – Total transfers.
Max wait – Longest wait duration.
Workflow transfers – Transfers via workflows.
Service level – SLA compliance % (answered within threshold).
Average wrapup time – Mean wrap-up duration.
Abandon Rate – % of calls abandoned.
Distinct workitems – Unique interaction IDs.
Campaign – Associated campaign.
Answered after SLA – Answered interactions past SLA.

Campaign Summary – Interval Report

The Campaign Summary – Interval report breaks down campaign activity in time intervals (e.g., hourly or half-hourly) to monitor performance trends throughout the day. The Campaign Summary – Interval report has the following columns:

Date – Interval date/time.
Total wait – Total waiting time across interactions.
Average handle time – Mean agent handle time.
Short abandons – Count of quick abandons.
Average talk time – Mean talk time.
Total wrap time – Total wrap-up time.
Total Hold Time – Total time customers spent on hold.
Average wait – Average time customers waited.
Answered before SLA – Count answered within SLA.
External transfers – Calls transferred externally.
Transfer rate – % of calls transferred.
Abandoned after SLA – Calls abandoned beyond SLA.
Total Talk Time – Combined talk duration.
User transfers – Transfers made by users.
Max hold time – Longest hold duration.
Average hold time – Mean hold time.
Abandoned before SLA – Calls abandoned before SLA.
Max wrap time – Longest wrap-up time.
Max abandon time – Longest abandon wait time.
Total handle – Total handle duration.
Queue transfers – Calls transferred between queues.
Total workitems – Count of workitems.
Abandoned – Total abandoned calls.
Average abandon time – Mean abandon wait time.
Max talk time – Longest talk duration.
Answered – Total answered interactions.
Max handle – Longest handle time.
Total Transfers – Total transfers.
Max wait – Longest wait duration.
Workflow transfers – Transfers via workflows.
Service level – SLA compliance % (answered within threshold).
Average wrapup time – Mean wrap-up duration.
Abandon Rate – % of calls abandoned.
Distinct workitems – Unique interaction IDs.
Campaign – Associated campaign.
Answered after SLA – Answered interactions past SLA.
Half interval – Time bucket (e.g., 09:00–09:30).

Campaign Summary Report

The Campaign Summary report is a high-level summary of overall campaign performance, including attempts, connects, and outcomes. The Campaign Summary report has the following columns:

Total wait – Total waiting time across interactions.
Average handle time – Mean agent handle time.
Short abandons – Count of quick abandons.
Average talk time – Mean talk time.
Total wrap time – Total wrap-up time.
Total Hold Time – Total time customers spent on hold.
Average wait – Average time customers waited.
Answered before SLA – Count answered within SLA.
External transfers – Calls transferred externally.
Transfer rate – % of calls transferred.
Abandoned after SLA – Calls abandoned beyond SLA.
Total Talk Time – Combined talk duration.
User transfers – Transfers made by users.
Max hold time – Longest hold duration.
Average hold time – Mean hold time.
Abandoned before SLA – Calls abandoned before SLA.
Max wrap time – Longest wrap-up time.
Max abandon time – Longest abandon wait time.
Total handle – Total handle duration.
Queue transfers – Calls transferred between queues.
Total workitems – Count of workitems.
Abandoned – Total abandoned calls.
Average abandon time – Mean abandon wait time.
Max talk time – Longest talk duration.
Answered – Total answered interactions.
Max handle – Longest handle time.
Total Transfers – Total transfers.
Max wait – Longest wait duration.
Workflow transfers – Transfers via workflows.
Service level – SLA compliance % (answered within threshold).
Average wrapup time – Mean wrap-up duration.
Abandon Rate – % of calls abandoned.
Distinct workitems – Unique interaction IDs.
Campaign – Associated campaign.
Answered after SLA – Answered interactions past SLA.

Disconnect Reason Detail Report

The Disconnect Reason Detail report provides detailed reporting of individual call disconnect reasons (e.g. customer hang up, agent end, network drop). The Disconnect Reason Detail report has the following columns:

Workitem Id – Interaction identifier.
Date – Date of disconnect.
Agent name – Agent involved.
User ID – Agent ID.
Termination reason – Disconnect reason code.

Disconnect Reason Summary Report

The Disconnect Reason Summary report aggregates disconnect reasons into a summary view to identify top drivers of call terminations. The Disconnect Reason Summary report has the following columns:

Customer on hold – Calls ended by customer on hold.
Customer terminated – Calls ended by customer.
Total – Total disconnects.
Agent hangup on hold – Calls ended by agent during hold.
Agent on hold – Agent placed on hold events ended.
Customer rate – % of disconnects by customer.
Agent name – Agent name.
User ID – Agent ID.
Agent terminated – Calls ended by agent.
Agent hangup – Count of agent hangups.
Agent rate – % of disconnects by agent.

Queue Detail Report

The Queue Detail Report shows detailed queue performance metrics for each individual queue, The Queue Detail Report has the same columns as the Baseline Report Detail (All) report, but for queue data.

Queue Summary - Daily Report

The Queue Summary - Daily report provides daily snapshots of queue activity, including volumes, wait times, and service levels for each queue. The Queue Summary - Daily report has the following columns:

Date – Calendar day.
Total Wait – Combined wait time.
Average handle time – Mean handle time.
Short abandons – Quick abandons.
Average talk time – Mean talk time.
Talk wrap time – Wrap time for answered calls.
Total Hold Time – Total hold duration.
Average wait – Mean wait time.
Answered before SLA – Answered within SLA.
External transfers – External transfers.
Transfer rate – % transferred.
Abandoned after SLA – Abandons beyond SLA.
Total Talk Time – Total talk duration.
User transfers – Transfers initiated by users.
Max hold time – Longest hold.
Average hold time – Mean hold.
Abandoned before SLA – Abandons within SLA window.
Max wrap time – Longest wrap.
Max abandon time – Longest abandon wait.
Total handle – Total handle duration.
Queue transfers – Transfers between queues.
Total workitems – Count of workitems.
Abandoned – Total abandons.
Average abandoned time – Mean abandon wait.
Max talk time – Longest talk duration.
Answered – Total answered.
Max handle – Longest handle.
Total Transfers – All transfers.
Max wait – Longest wait.
Workflow transfers – Workflow transfers.
Service level – SLA compliance %.
Average wrapup time – Mean wrap-up.
Queue name – Name of queue.
Abandon Rate – % of abandons.
Distinct workitems – Unique workitems.
Answered after SLA – Answered past SLA.

Queue Summary - Interval Report

The Queue Summary – Interval report is an interval-based view of queue performance, highlighting intra-day trends in traffic and agent handling. This report has the following columns:

Date – Calendar day.
Total Wait – Combined wait time.
Average handle time – Mean handle time.
Short abandons – Quick abandons.
Average talk time – Mean talk time.
Talk wrap time – Wrap time for answered calls.
Total Hold Time – Total hold duration.
Average wait – Mean wait time.
Answered before SLA – Answered within SLA.
External transfers – External transfers.
Transfer rate – % transferred.
Abandoned after SLA – Abandons beyond SLA.
Total Talk Time – Total talk duration.
User transfers – Transfers initiated by users.
Max hold time – Longest hold.
Average hold time – Mean hold.
Abandoned before SLA – Abandons within SLA window.
Max wrap time – Longest wrap.
Max abandon time – Longest abandon wait.
Total handle – Total handle duration.
Queue transfers – Transfers between queues.
Total workitems – Count of workitems.
Abandoned – Total abandons.
Average abandoned time – Mean abandon wait.
Max talk time – Longest talk duration.
Answered – Total answered.
Max handle – Longest handle.
Total Transfers – All transfers.
Max wait – Longest wait.
Workflow transfers – Workflow transfers.
Service level – SLA compliance %.
Average wrapup time – Mean wrap-up.
Queue name – Name of queue.
Abandon Rate – % of abandons.
Distinct workitems – Unique workitems.
Answered after SLA – Answered past SLA.
Half interval – Time bucket (e.g., 09:00–09:30).
Answered Rate – % of calls answered vs. offered.

Queue Summary Report

The Queue Summary report summarizes queue level performance without deep drill-down. The Queue Summary report has the following columns:

Date – Calendar day.
Total Wait – Combined wait time.
Average handle time – Mean handle time.
Short abandons – Quick abandons.
Average talk time – Mean talk time.
Talk wrap time – Wrap time for answered calls.
Total Hold Time – Total hold duration.
Average wait – Mean wait time.
Answered before SLA – Answered within SLA.
External transfers – External transfers.
Transfer rate – % transferred.
Abandoned after SLA – Abandons beyond SLA.
Total Talk Time – Total talk duration.
User transfers – Transfers initiated by users.
Max hold time – Longest hold.
Average hold time – Mean hold.
Abandoned before SLA – Abandons within SLA window.
Max wrap time – Longest wrap.
Max abandon time – Longest abandon wait.
Total handle – Total handle duration.
Queue transfers – Transfers between queues.
Total workitems – Count of workitems.
Abandoned – Total abandons.
Average abandoned time – Mean abandon wait.
Max talk time – Longest talk duration.
Answered – Total answered.
Max handle – Longest handle.
Total Transfers – All transfers.
Max wait – Longest wait.
Workflow transfers – Workflow transfers.
Service level – SLA compliance %.
Average wrapup time – Mean wrap-up.
Queue name – Name of queue.
Abandon Rate – % of abandons.
Distinct workitems – Unique workitems.
Answered after SLA – Answered past SLA.
Half interval – Time bucket (e.g., 09:00–09:30).
Answered Rate – % of calls answered vs. offered.

Call Detail Record (CDR) Report

The Call Detail Record (CDR) report is a comprehensive log of each call with timestamps, parties involved, duration, and outcome for auditing and analysis. The Call Detail Record (CDR) report has the following columns:

Date – Calendar day.
Total Wait – Combined wait time.
Average handle time – Mean handle time.
Short abandons – Quick abandons.
Average talk time – Mean talk time.
Talk wrap time – Wrap time for answered calls.
Total Hold Time – Total hold duration.
Average wait – Mean wait time.
Answered before SLA – Answered within SLA.
External transfers – External transfers.
Transfer rate – % transferred.
Abandoned after SLA – Abandons beyond SLA.
Total Talk Time – Total talk duration.
User transfers – Transfers initiated by users.
Max hold time – Longest hold.
Average hold time – Mean hold.
Abandoned before SLA – Abandons within SLA window.
Max wrap time – Longest wrap.
Max abandon time – Longest abandon wait.
Total handle – Total handle duration.
Queue transfers – Transfers between queues.
Total workitems – Count of workitems.
Abandoned – Total abandons.
Average abandoned time – Mean abandon wait.
Max talk time – Longest talk duration.
Answered – Total answered.
Max handle – Longest handle.
Total Transfers – All transfers.
Max wait – Longest wait.
Workflow transfers – Workflow transfers.
Service level – SLA compliance %.
Average wrapup time – Mean wrap-up.
Queue name – Name of queue.
Abandon Rate – % of abandons.
Distinct workitems – Unique workitems.
Answered after SLA – Answered past SLA.
Half interval – Time bucket (e.g., 09:00–09:30).
Answered Rate – % of calls answered vs. Offered.

Running a Report

Running a report opens a screen like this:

Drag a column from the Available Columns section to the gray + sign until it turns blue. The column will move from Available Columns to Selected Columns. Columns under Selected Columns cannot be moved.

Drag all needed columns one by one until the blue line appears.

Click the three dots on a column to open its options menu:

The top bar has spacing and date selection on the left, and export options on the right.

Spacing Options

The spacing options refer to the spacing in each column between the content and the cell border:

The left one leaves the least amount of space between the content and the cell border.
The middle one provides the second most space between the content and the cell border.
The right one leaves the most amount of space between the content and the cell border.

Calendar

Click the calendar icon to change the report's date range.

Exporting a Report

You can export a report in these formats:

CSV
PDF
XLSX
JSON

Exiting while running a Report

You can Save & exit when building a report, or you can Exit wthout saving. If you exit without saving, a confirmation message appears: