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Unity - Call Center Reporting

Article 000001550 · Updated Nov 21, 2025 · 10,288 views
The Web version of Nextiva Unity does NOT support call center reporting.



Unity Agent and Unity Supervisor allow you to run reports on call center data.  Users running Unity Agent will only be able to run agent reports on themselves and will not be able to run reports for call centers.

Below are the reports that can be run on both Unity Agent and Unity Supervisor.  The history column shows how far back history goes for that report type.  Click the report name for more detailed information about the input and output for each report.

NOTE: Unity is not able to produce an HTML report that will update in real-time.

 


 

Agent Reports
Report NameHistoryDescription
Agent Activity Report3 MonthsSummarize an agent's activity (calls and availability)
Agent Activity Detail Report3 MonthsTimestamped information about an agent's activity
Agent Call By Skill Report1 Year*Summary of all calls an agent received by skill level
Agent Call Detail Report3 MonthsTimestamped call history of an agent
Agent Call Report1 Year*Summary of the calls an agent receives
Agent Disposition Code Report1 Year*Disposition codes used by agents for their calls
Agent Duration By Skill Report1 Year*The sum of talk time by call skill level
Agent Duration Report1 Year*Total talk time by the agent broken down by type of call.
Agent Sign In/Out Report3 MonthsTimestamp of signing in and signing out of the ACD.
Agent Summary Report1 Year*Summary of an agent's call length and availability.
Agent Unavailability Report1 Year*Summary of the unavailability codes used by an agent.
Call Center Reports
Report NameHistoryDescription
Abandoned Call Report1 Year*Show call center volume and the number of callers who disconnected before reaching an agent.
Call Center Call Detail Report3 MonthsTimestamped call history for a call center.
Call Center Disposition Code Report1 Year*Disposition codes used by agents for calls that came into the call center.
Call Center Incoming Calls Report1 Year*Breakdown of how calls came into the call center.
Call Center Overflow Matrix Report1 Year*How calls route in overflow from the call center.
Cell Center Presented Calls Report1 Year*Total number of calls presented, abandoned, and the percentage of calls answered within the service level for the call center.
Call Center Report1 Year*Summary of call center call activity, including total calls and service level.
Call Center Summary Report1 Year*Average wait and handle time for a call center.

 

*If using a sampling rate of less than 1 hour, the report will only be able to access 3 months of history.


 

Running the Report in Unity

  1. Click the Reports button.
     
  2. Select the report type.

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  3. Fill out the input information.  To get a report that ends at the current time check the Real-time report box.
     
  4. Click Run.

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