Automatic Reports for the Call Center

Reduce the time spent on report creation with Oki-Toki’s automatic system. Receive detailed and accurate reports on your call center's operations, financial indicators, and productivity.

Why are reports so convenient?


Automatic sending

Reports are sent to the email every hour, day, week, or month with data that needs to be monitored.


Only the most important

Reports are reports without redundant and complex data. Convenient formats in the form of text and small tables with TOP 3/5/7 indicators.


Ready-made templates

Ready-made sets of indicators for all types of projects and kinds of work. Compile reports for your needs.


Reports for individual projects

Attached to projects, allowing for customized reporting for each client, while the projects themselves ensure data isolation.

What information does the Reports tool contain

Показатели входящих звонков

Incoming calls indicators

Collect KPI indicators, inbound line load, and FCR in one place. Forget about Excel and summary reports, Reports will do it for you.

Показатели исходящих звонков

Outgoing calls indicators

Working outbound only? Then you definitely need data on outgoing calls, call and conversation duration, and the top agents who made the most calls.

Контроль автоматических звонков

Automatic calls control

Statistics of dialer operation, dynamics of tasks over a certain period, the effectiveness of attempts, and the number of successful calls, top agents by the number of lost calls, top longest calls, and top numbers with the highest number of attempts.

Учёт стоимости звонков

Communication costs (by projects)

Monitor communication costs on each project or advertising campaign to avoid unexpected budget overruns. Get the TOP10 longest calls emailed to you.

Данные о рабочем времени операторов

Data on agents' working time

Monitor team activity using a detailed report on the overall workload of the call center. Study the engagement of agents in work, receive data on leaders and laggards by mail.

Международные показатели

International indicators

Track the operation of your call center using popular international KPI metrics like AHT, ATT, ASA, OCC, and others employed by large companies.

Utilize additional tools as needed

Cloud-Based Contact Center

All the functionality a call center could need, right in your browser!

  • Multi-channel complaint processing,
  • Advanced CRM and analytics,
  • Telephony management,
  • Agent management and control.

And much more!


The omnichannel platform brings together calls, web chats, emails, social networks, messengers, and mobile applications. This unified environment is extremely user-friendly, and the combined data creates the perfect conditions for bots – reliable and functional assistants.

  • 5 dial modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
  • flexible settings for the number and interval of attempts,
  • possibility to use in conjunction with the autoinformer,
  • adjusting calls according to the client’s time zone,
  • integration with external CRM,
  • automatic handling of lost calls.
Speech Analytics

Conversation evaluation, transcripts, and speech analytics – three key Oki-Toki tools that will allow you to control the quality of calls in your call center!

  • automatic selection of audio recording for review,
  • voice distortion to eliminate subjectivity,
  • statistics of agent ratings and the performance of the quality control department,
  • karaoke mode (comparison of audio recording text and highlighting the text during listening),
  • tracking interruptions, pauses, use of obscene language in conversation with customer,
  • tracking the compliance of the application form with the conversation transcript.

Reviews on Oki-Toki from Other Services

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Automatic reports in Oki-Toki: Simplifying the management of your call center

The reporting system of a call center plays a huge role in management. It provides information about your team’s work, allows you to quickly respond to changes, and monitor customer service quality. However, traditional call center reports can have their downsides. Let’s see how automatic reports in Oki-Toki can simplify this process.

Complexity and redundancy of reports. 

Standard reports, presented in the form of tables and graphs, often turn out to be complex to understand. Analyzing them requires time and knowledge in the specifics of the process. This can cause misunderstanding and unnecessary complexity.  

Imagine a tabular report with many columns and rows, full of numbers and letters. Understanding what’s happening can be difficult, especially for newcomers to the team.

Solution: Automatic reports in Oki-Toki display information in understandable language. You’ll no longer be confused by numbers and columns. Instead, you get a clear and concise report on the current situation.

The inability to consolidate data from different sources. 

Another problem with standard reports is the lack of ability to consolidate data from different parts of your system. For example, information on sales, agent workload, and communications may be located in different places. This requires manual downloading and summarizing data, which often leads to errors.

For instance, you want to see how the number of calls affects the performance of agents. For this, you need to first download data on calls, then data on agent work, and finally, compare them in Excel. This takes a lot of time and may lead to errors in matching.

Solution: Oki-Toki reports that automatically consolidate data. Supervisors won’t need to spend time manually consolidating reports. All the necessary information is available in one place.

Difficulties in providing information to customers. 

Often, customers require regular reports on the operation of your call center. Oki – Toki provides automatic report emailing, simplifying interaction with customers.

For example, a project client wants to receive daily reports on the number of processed calls. You do this manually every day, sending reports by mail. This takes time and can cause difficulties if you forget to send a report.

Solution: Automatic reports in Oki-Toki allow setting up regular emailing of reports to the client’s email. You choose the frequency and format of the reports, and the system does all the work for you. Forgetting to send a report is no longer a fear.

Functionality of reports in Oki-Toki

Let’s take a closer look at the functionality of automatic reports and their specific benefits with examples.

Displaying information in understandable language

One of the key features of automatic reports in Oki-Toki is their ability to present information in understandable language. Forget about complex tables and graphs that can cause misunderstanding. Instead, automatic reports provide you with a clear and concise analysis of the current situation in your project.

Example: For instance, imagine you receive an automatic report on your team of agents. Instead of a mass of numbers and statistics, the report gives you the following simple and understandable text:: “Processed XXX calls, which is 20% more than in the previous period. Tops of the best and worst agents by various indicators.”

Choosing necessary sections and KPIs

Another important capability of automatic reports is their customizability. You can choose the necessary sections of the report and key performance indicators (KPIs) according to your needs.

Example: You want to track the efficiency of your call center. You need to include in the report the following sections: “Dialer operation”, “Details about incoming and outgoing calls”, “Statistics of Business Processes”, “International Indicators”, “KPI Standards”.

Regular emailing

Another advantage of reports from Oki-Toki is the setup for emailing reports to you. You choose the sending frequency – every hour, day, week, or month – and the reports will be delivered to you automatically.

Example: You want to receive daily reports on the number of calls received at your online store. You set up an automatic report for daily mailing. Now you have up-to-date information every day without the need for daily requests.

Studying the dynamics of changes in key indicators

With reports, it’s easier to analyze the dynamics of changes in important call center indicators. You can track which KPIs are improving and which require attention and improvement.

Example: You have set up a monthly report on your team’s performance. Comparing the data for the last quarter, you noticed that the customer waiting time increased in the last month. This means that there might be more customers and your company lacks agents, so measures can be taken to improve this indicator.

Creating your own reports

Last but not least, the ability to create your own reports by gathering only the information you truly need is a significant advantage. In Oki-Toki, you can customize reports to meet your specific goals and tasks.

Example: You need to create a special report for your CEO that will display only key financial indicators. You select the necessary sections: “Queue activity data”, “International indicators”, “Costs in Oki – Toki”, “API Usage”, and “KPI” and create an individual report that will help your management make decisions based on the obtained data.

Benefits of automatic reports from Oki-Toki 

Automatic reports in Oki-Toki are a tool that not only helps gather information but also transforms it into concise and informative reports. This is handy because information becomes understandable and useful. 

Importantly, automatic reports in Oki-Toki provide you with the ability to choose which data is important and which reports are needed for your project. It’s like customizing a tool to your own needs. 

Automatic reports will help you manage the call center. They allow getting information in an understandable language, consolidating data from different sources, automating the sending of reports, and analyzing the dynamics of changes in key indicators. 

Use automatic reports from Oki-Toki – they will not only simplify your work but also become a reliable assistant in your projects.

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