Core Features and Capabilities

1. Agent Performance Management

Expert Statistics provides deep agent and user statistics so managers can understand both individual and team performance.

Agent overview statistics

The overview gives a high-level picture of each agent over the reporting period:

Availability percentage — the share of time an agent spends in an available state.
Queue connection percentage — how consistently an agent is connected to their assigned queues.
PBX connection percentage — how consistently an agent is logged into the phone system.
Total connected time and total queue-connected time, available both in minutes and in a readable hours-and-minutes format.
Queues worked — how many distinct queues the agent participated in.

Detailed status breakdown

For each agent, time is broken down by status. The system recognises an available state, a do-not-disturb state, an away state, and two configurable custom statuses that your organisation can label (for example "Break," "Training," or "Lunch"). It also counts status changes, which reveals how much an agent's day is fragmented by state switching.

A note on status labels: the underlying status codes are consistent, but the human-readable labels for the custom and away states are configurable per host. Confirm your own status mapping in the configuration screen so that reports read the way your team expects.

Queue coverage analysis

Coverage can be viewed from two directions:

User-focused view — which queues each agent covers and how well, which reveals versatility and identifies specialists.
Queue-focused view — which agents cover each queue, which reveals staffing gaps.

Both views report minutes connected to the queue, minutes available, and the corresponding connection and availability percentages, and both can be grouped by hour or by day.

Daily activity reports

Per-agent daily activity merges the daily summary tables with a per-day timezone correction to show login and logout times, total session duration, available time, and a full status breakdown for the day. Comparing several days side by side surfaces attendance and work-pattern trends.

2. Real-Time Agent Monitoring

The real-time agent monitoring page gives managers a live view of the team. It refreshes automatically (roughly every twenty seconds in the portal, backed by engine data cached for a few seconds) and shows:

KPI cards for online, away, unavailable, and total agents.
Two radial charts — the percentage of agents online and the distribution of statuses.
A filterable, sortable table of agents, searchable by name and filterable by status and registration state, sortable by how long each agent has been connected and how long they have been in their current status.
Current status and duration for every agent, plus registration status (whether they are logged into the PBX) and registration duration.

The page includes client-side alerting for unusual situations, with thresholds such as an agent connected for an unusually long stretch, disconnected for too long, or held in an unavailable or away state beyond a reasonable limit. These live alerts carry a severity and can be dismissed by the viewer.

3. Call Queue Analytics

Queues are the heart of most inbound operations, and Expert Statistics analyses them thoroughly.

For each queue you can see:

Inbound call volume and answered calls.
Waiting time, including average and maximum wait.
Answered percentage, and the number of solicitations versus distinct calls (see the Call Accounting Concepts page for why these differ).
Abandonment, distinguished carefully: the product reports calls abandoned during the pre-answer message separately from other outcomes, because a caller who hangs up while a greeting is still playing is not the same as a caller who waited in the queue and gave up.
Declined calls, computed as calls that were neither answered nor abandoned, for example calls a resource let ring out or explicitly rejected.

Queue coverage statistics show how well each queue is staffed: agents registered, agents properly connected, agents available, and the connection and availability percentages behind those counts.

The My Queues area of the portal gives queue managers a dedicated workspace with a queue dashboard, a KPI view, an origins view, and a detailed report view, all driven by a multi-select of the queues you care about. Toggles let you group data, restrict statistics to queues only, count unique calls, and consolidate data across queues (described in the data consolidation section).

4. KPI Reports for Queues and Extensions

Expert Statistics exposes Key Performance Indicator reports at six levels of granularity, for both queues and individual extensions:

Quarter-hourly (fifteen-minute buckets), for spotting intraday peaks and precise staffing needs.
Hourly, for hour-by-hour analysis across the day.
Daily, for day-to-day comparison.
Weekly, for week-over-week trends.
Weekday, to compare like days (all Mondays against all Fridays, for example).
Monthly, for long-term and seasonal patterns.

Each KPI response is keyed by the queue or extension number and includes waiting time, inbound calls, and answered calls, with a per-bucket detail array so you can chart the metric over time. The My Queues KPI and My Users KPI pages let you switch granularity directly from the interface.

5. Inbound and Outbound Call Analysis

Inbound analysis is available by queue and by extension. Each response breaks the period into time buckets and reports inbound calls, answered inbound calls, total talking duration, total waiting duration, and a count of calls answered within ten seconds (a common service-level marker). The queue variant additionally reports calls abandoned within the pre-answer window. Consolidated variants merge inbound data across queues or extensions to avoid double counting a single caller who touched several resources.

Outbound analysis covers outbound call volume and patterns, and a report variant provides outbound activity summaries. Together, inbound and outbound views let you understand both the demand your team receives and the proactive outreach it performs.

6. DID Reports

Direct Inward Dialing (DID) reports track the performance of your published phone numbers:

DID list — every number known to the system.
DID report — call volumes, answer rates, and performance per number.
Per-DID call report — a detailed breakdown for a single number across its call stages (solicited, answered, abandoned, diverted, forwarded, and transferred counts), available on screen and as a file export.

DID reporting answers questions such as which advertised number actually drives calls, which campaign line is underperforming, and how a specific number behaves across the day.

7. Call Origin Analytics

Call origin analytics show where calls come from, for both queues and extensions:

Origins by queue and origins by extension, presented as a distribution (a donut chart plus a table).
Top origins by queue and top origins by extension, to surface the most frequent sources.

The origins view can toggle between the individual top origins and origin-type families, which group sources into categories such as internal, external, queue, voicemail, IVR, and call-flow. This helps distinguish, for instance, calls arriving directly from the outside world from calls routed internally or through an automated menu.

8. Unique Calls, Caller Numbers and Third-Party Numbers

These are three distinct capabilities that answer "who called and how often":

Unique calls — deduplicates repeat callers within a period so a single customer who called five times is not counted as five separate demands. This drives the My Numbers report, with KPI cards for total, answered, abandoned, and not-answered plus an inbound chart.
Caller-number analytics — an autocomplete search over caller numbers and a callers report that groups activity by external caller number. Use it to review the full history of a specific customer's contacts with your business.
Third-party number analysis — a dedicated report family for external numbers, with a third-party number list, per-number history, and the most recent call from a given number.

9. Monthly Trend Analysis

The monthly trend report produces a rolling twelve-month series so you can see year-over-year movement, seasonal variation, and long-term growth or decline in call activity. It is surfaced in the dashboard as a trend chart and feeds period-comparison views.

10. Call Detail Records and Call Flow Analyser

Call Detail Records (CDR) give you access to individual calls: the call identifier, start and end times, duration, routing path, and outcome. CDR data can be viewed on screen and exported.

The Call Flow Analyser is a detailed investigation tool. It offers multi-dimensional filters, including period, time range, origin number and type, destination number and type, DID, caller number, call direction, and call status, plus a four-slot selector built from the PBX map and your resource groups (origin, destination, DID, and caller). Results appear as a paginated list where each call expands into a flow timeline, with each segment labelled by what it represents: talk, ring, missed, transfer, hold, voicemail, IVR, queue, or transit. This lets you reconstruct exactly what happened to a single call, leg by leg. The analysis can be exported to a spreadsheet.

11. The Standard Dashboard

The standard dashboard is the portal's main landing analytics view. It combines:

A period selector with presets (today, yesterday, this and last week, this and last month, last three and six months) and a custom range.
An intra-day time-range filter to focus on business hours.
A period-versus-trend tab and a queue and extension multi-selector built from the PBX map.

Its widgets include total calls (total, answered, abandoned, and not-answered KPI cards), a period-comparison KPI widget, a twelve-month trend chart, inbound and outbound widgets, and a top-users widget. From the dashboard you can share a report or schedule a recurring report directly.

12. Data Consolidation and Virtual Queues

Two related capabilities address the fact that a single call often touches more than one queue.

Multi-queue call consolidation controls how a call that passes through several queues is counted:

Consolidation disabled (the default) — each call is counted once per queue it reaches. A call not answered in a main queue and then answered in an overflow queue is counted as not answered in the first and answered in the second. This mode highlights the individual performance of each queue and is the most precise view for analysing how each queue behaves.
Consolidation enabled — each call is counted only once across the selected queues, so the overflow example above is counted a single time, as answered. This mode gives the most faithful picture of the true volume of incoming calls and the overall performance of a group of queues.

Both modes are legitimate. Use the per-queue view to tune an individual queue, and the consolidated view to report the real number of demands the group handled.

Consolidation also extends to call categories. Internal and transfer calls that a strict PBX count would omit can be included so that the totals reconcile with the reality of the operation. A transfer, which is an inbound call that is ultimately redirected back out to an external destination, is treated as the inbound call it began as.

Virtual queues are a mapping concept for customers who need to report on logical queues that do not map one-to-one to physical PBX queues. A mapping between DIDs and virtual queues lets all standard queue statistics, including agent actions, be attributed to a virtual queue when the called DID is linked to one. Where a DID is not linked, data is processed and attributed to the real queue as usual. Virtual queues are surfaced in the interface and distinguished from real queues.

13. Pre-Answer Time Handling

Many queues play a greeting or pre-answer message before an agent picks up. By default the duration of that message is included in the reported wait time, which can make a queue look slower than it is.

Expert Statistics lets you define a pre-answer duration per queue, for one, several, or all queues, individually or in bulk. Configuring it has two effects:

It reduces the reported queue wait time by the duration of the pre-answer message.
It reports abandonment in two parts: total abandoned calls on one hand, and calls abandoned during the pre-answer message on the other.

This separation matters because a caller who hangs up during a greeting behaves very differently from one who waited in the queue and gave up. The dedicated pre-answer-aware report variants use these thresholds throughout.

14. Reporting, Scheduling and Exports

Expert Statistics offers several complementary ways to get data out of the system.

Live reports

The on-screen reports described throughout this documentation are computed live against the analytics engine. They power the dashboards and the My Queues, My Users, My Numbers, and Caller Numbers workspaces.

Scheduled reports and email delivery

You can schedule reports to be generated and emailed automatically. Each scheduled report captures a report type, an element type (extension or queue), a scope (a list of numbers or a named resource group), a time window and time-of-day range, optional CDR filters, a list of recipients, and a repeat pattern. Reports can be sent immediately as a one-off or on a recurring schedule (for example, a weekly Monday-morning summary). Reports arrive as Excel attachments, multiple recipients are supported, the sender address is configurable, and each recipient can unsubscribe.

A wide range of report types can be scheduled, including dashboard summaries, queue reports, user and agent reports, KPI reports, DID reports, origin reports, answered-call reports, outbound reports, caller-number reports, and CDR exports. Large CDR exports are paginated and capped to protect the system.

Resource groups as report scope

Rather than re-selecting numbers one by one, you can define named resource groups of extensions, queues, or caller numbers and use a group as the scope of a report. This makes recurring reporting fast and consistent.

Exports

Report data can be exported to spreadsheet files (.xlsx) directly from the portal, including queue reports, caller reports, user reports, and CDR exports. Behind the scenes the platform also supports CSV and JSON export formats for integration scenarios.

A note on report engines

For technical readers: the platform contains more than one report generator. Most user-facing reports are computed live from the analytics engine. Some aggregate reports are built from precomputed daily data files, and a separate family of log-based export reports produces per-entity breakdowns in CSV, Excel, and JSON. Not every internal report variant is wired to the end-user interface, so the definitive list of report types available to you is the set exposed in your portal and the scheduling screen.

15. Wallboards and Public Sharing

Expert Statistics can display a chromeless, full-screen wallboard suitable for a screen on the wall of an operations floor. The wallboard is served at a public link and refreshes itself from a live data feed, so a team can watch queue activity without logging in.

The Live Wallboard capability is being progressively deployed to customers from September 2026.

Reports can also be shared publicly through a link that reproduces an authenticated report view for a recipient who does not have an account. Sharing and scheduling are available from the dashboard through a share-report action, which lets you send to multiple recipients immediately or set up a recurring delivery, optionally scoped to a resource group.

16. Rule-Based Alerts

In addition to the AI-driven anomaly detection described in the AI Features page, Expert Statistics includes a rule-based alert system. Rule-based alerts let you define conditions on statistics such as total call number and duration, inbound and outbound counts and durations, and answered counts, compared against a measurement type (percentage, number, or seconds) and a limit with an operator (greater than, less than, greater or equal, less or equal, or equal).

Rule-based alerts and AI alerts are two separate systems. The rule-based system is explicit and deterministic: you state the exact condition. The AI system learns a baseline and flags deviations.

17. Configuration and Customisation

A dedicated configuration area lets administrators tailor Expert Statistics to their organisation. It is organised into tabs:

PBX — select the active phone system and manage report-table settings.
Agent — label the two custom agent statuses so reports use your organisation's own terms.
Queue — manage per-queue pre-answer times, individually or in bulk.
Report table — configure colour-coded thresholds so that reports highlight good and poor values automatically. Thresholds cover metrics such as answered percentage, average wait, average talk time, and the solicitation ratio, with configurable interval buckets for call-flow reports.
AI alerts — configure AI anomaly-detection settings (see the AI Features page).
Groups — create and manage resource groups of users, queues, and incoming numbers.

Administrators can also record host notes and rely on host audit logs that track configuration changes over time (who changed what, and when).

18. Host and Resource Management

Behind the analytics, Expert Statistics manages the phone systems it monitors. Each host record covers a broad operational surface, including registration and mapping of the PBX, extraction and synchronisation of call data, recording synchronisation, licence tracking, billing information, and subscription or trial state. Resource groups organise extensions, queues, and numbers for reporting. Additional management tools include a host map and lookup, fleet-level host usage reporting (which measures API usage per host and per report type rather than call volume), and remote log tailing for troubleshooting a host's log files.

These capabilities are primarily used by CX-Engine and reseller administrators rather than by day-to-day call managers, but they are what make the end-user analytics reliable and up to date.