Call Reporting and Analytics
Business call reporting your supervisors can act on
Business call reporting shows how many calls came in, what each caller wanted, who handled the call and what happened next. BluIP is a licensed phone carrier, so the reports also show the network side of every call: audio quality, dropped calls and the route each call took.
BluIP reporting
- 99.999% uptime
- 2,900+ integrations with your business systems
- AI scoring on every call
How it works
See each call from the first ring to the result
Call reporting follows each call through every stage: the menu choice the caller made, the queue, the routing, time on hold, time talking, any transfers and the result. Incoming and outgoing calls appear in the same report, so a marketing campaign and the calls it produces sit side by side.
Each call record holds the caller ID, the number dialed, the call length, the queue path and the outcome. Network problems such as jitter (choppy audio) and packet loss show up on the same timeline as everything else. Calls are logged automatically, so nobody keeps a spreadsheet.
Speech analytics reads what callers said. It groups and counts the reasons people call, so the simple questions behind a large share of your calls show up in the first weeks. Every record links to the customer's account in your customer relationship management (CRM) system.
One call, stage by stage
Call quality, on the same timeline
What supervisors get
Know why your customers call and what happened next
Live view across voice and digital channels
Calls, SMS, web chat and email for each customer land on one timeline, as one conversation. Live dashboards show which agents are free against the queue, so supervisors run the shift from one screen.
Every call scored automatically
Many teams review a small sample of calls by hand. AI scoring reviews every call against criteria you set. Teams under compliance rules can show every call was checked. Supervisors can score and share a clip, and call recording keeps every call searchable.
Call notes written for your agents
Call summaries are written automatically, so the agent checks a summary and moves on. Agent assistance shows the relevant policy while the call is still going.
Staffing based on real call patterns
Historical reports show when calls peak, week by week. Your schedule follows real call patterns, so you staff the busy hours and callers wait less.
Billed with your phone service
Phone service, Cloud PBX, contact center and reporting are billed on a single invoice. 99% of customers stay with BluIP.
Ways to add it
Match your reporting to your teams and sites
The right option depends on how many teams and sites you need to cover and where your customer data lives.
Custom dashboards and reports
Live dashboards plus custom reports on queues, agent performance and outcomes. Role-based access shows each regional supervisor only their locations.
Best for: Contact centers running several sites on one platform.
Call recording and quality management
Recording, transcripts and scoring for training, disputes and regulatory review. Every score links to a specific call, so agents can hear what changed and why.
Best for: Regulated businesses that need to prove their quality review covers every call.
Speech analytics and business dashboards
Reasons for calling, topic counts and caller sentiment, joined with customer data from your ticketing, property and other connected systems. You see why people call as well as how many call.
Best for: Teams deciding which calls to move to self-service before hiring more agents.
Reporting inside NiCE CXone
Reporting delivered inside existing NiCE CXone setups, including custom connectors where a contact type needs to be logged a specific way.
Best for: Companies already on CXone that want call-quality data added.
Side by side
What built-in contact center reports can't see
Reporting built into a contact center platform starts when the call reaches the platform. BluIP's reporting also covers audio quality and the route the call took to get there.
Swipe sideways to see every column
Platform-only reporting is enough when your phone service is stable and one vendor runs everything. When someone asks why service levels dipped last Tuesday, BluIP's reports show whether the cause was call quality or the queue.
Where it helps
Do your call numbers tell you what to fix?
Three situations make it worth adding.
Three sets of numbers that disagree
The phone system reports call volume, the outcomes live in another system and someone reconciles them in a spreadsheet on Friday. By Monday, nobody trusts the numbers enough to staff from them.
Several sites on mixed platforms
Six sites run four platforms, each with different software and export formats. Reporting tools that need a separate copy for each location undo the point of consolidating.
Missed calls nobody can explain
Abandoned and missed calls show up as a monthly total with no cause attached. When each call record is tied to the queue, the hour and the topic, you can see why callers hang up and fix it.
When your current reports are enough
A single team of six on one stable platform rarely needs this. If call volume is low, your CRM data is clean and nobody needs reports across channels, the reporting you already have will do. Look again when you add a second site.
Reporting turns on with the platform
From last month's reports to your first dashboard
- 1
Review your current reports
You bring last month's reports and the questions they cannot answer.
- 2
Connect your business systems
We connect your CRM, ticketing and scheduling systems to the reports.
- 3
Build the first dashboards
Your BluIP project lead builds the dashboards your managers and IT team need.
- 4
Set access and retention
You decide how long data is kept, how it exports and who sees each location.
- 5
Go live and tune
Reports start filling from day one, and we adjust the views once real calls come in.
Why BluIP
Reports from the company that carries your calls
BluIP holds 99.999% uptime. The same support team looks after your calls and your reports, so any question about a call gets a full answer.
Reporting turns on with the platform. You do not need a data warehouse project or a long integration build before the first dashboard, and the contact center keeps running while it is set up. Your current reports keep working.
About BluIP
BluIP is a licensed telecom provider that builds its own software: Cloud PBX, contact center and AIVA, our AI receptionist for voice, text and chat. Founded in 2011, BluIP serves hotels, health systems, restaurants and large enterprises across North America, including 2,200+ hotels, with 99.999% uptime.
Frequently asked questions
Questions about reporting on your calls
Contact us for pricing. We share pricing after a short discovery call.
On the call, we look at the number of users, the channels you report on and how many sites you include. Call reporting cost usually has three parts: licenses, integration work and the staff hours spent joining data from separate systems. The third is easy to overlook. BluIP scopes all three before you sign.
BluIP's reporting covers call quality and every channel. Platform-only reporting starts when the call reaches the platform.
Reports built into a contact center platform cannot see what happened to the call before it arrived. BluIP's reports read call-quality and platform events from the same source, and quality scoring covers every call.
For as long as your retention policy says.
Historical reports build up from day one. You set the retention period, the export formats and who has access, so the archive matches your policy.
Yes. Your current reports keep working, and BluIP adds call-quality and cross-channel data to them.
Call-quality events, queue data, recordings and transcripts export to the tools your analysts already use, so nothing has to be rebuilt. Many teams find that one source answers questions that used to take three reports.
Yes. BluIP reports on every site in one account, with no custom build.
Reporting runs on the same cloud contact center platform as your queues. Role-based access means each supervisor sees only their locations.
Yes. Remote and hybrid agents report the same way as agents in the office, on every measure.
Schedule adherence, recording and scoring work the same wherever an agent sits. Agents working from home appear in the same queue views as the people in the office.
Average handle time, abandoned calls, hold time, first-contact resolution and repeat calls by topic.
Call volume alone does not show whether callers got what they needed. Pair these numbers with what was said on the calls, and you can see what to fix and explain the decision.
Compare agents by queue, channel, hour and topic. One average across the whole team hides the differences.
Talk time on billing disputes and on order status calls is not comparable, and the reports keep them apart. Every score links to a specific recording. Support, service and sales teams each get measures that fit their work.
Yes. We will show you which measures BluIP can cover.
BluIP reports on every call placed through BluIP phone service, plus anything connected through the integration layer. If you keep another platform for some teams, we will tell you which measures are covered.
Put business call reporting to work
Bring last month's contact center report to a working session
We will show you which questions it answers, which it cannot and what the same month looks like when call data and the customer record are joined in the same report.
