Consolidated view by team
Each row brings together received, made, answered, wrapped-up, abandoned, abandonment rate, and operational times for the team.
OmniSmart Feature · Teams Report — Telephony
A view by team. All the details of each call.
Track volume, service, abandonment, wait time, and wrap-up in a single report. Start with the team's consolidated view and drill down to each call without switching screens or spreadsheets.
Consolidated and analytical viewsFilters and exportWrap-up time and API
monitoringTeams Report — Telephony
UPDATED DATA
Answered1.842+8.4% in the period
Abandonment4,7%87 calls
AWT00:36average wait
AWT01:18average wrap-up
TeamReceivedAnsweredAbandonmentAHTACW
Sales6826544,1%05:4207:01
Support9148655,4%06:1807:44
Financeiro3513233,8%04:5606:09
data_objectConsolidated and analytical API1–3 of 12 teams
2 viewsTeam consolidated and call by call
One screenIndicators and records in the same report
CSV and ExcelExports respect active filters
Public APIData available for authorized integrations
Telephony supervision
Move beyond the overall total and discover where the operation needs attention.
The Teams Report — Telephony combines managerial overview and operational investigation. Supervisors compare teams, identify deviations, and open the records that explain each result.
Analytical view by call
Check date and time, protocol, team, operator, status, type, contact, number, and recorded times for each call.
Filters that follow the operation
Filter by date and time, team, type, and status. In the analytical view, also refine by the responsible operator.
Export with the same context
Generate CSV or Excel files preserving active filters to continue the analysis without producing divergent totals.
Wrap-up time and ACW
Relate post-call work to the originating call and understand how much time the team uses to complete the record.
Data available via API
Query the consolidated and analytical views through the documented public API and connect the data to authorized systems and dashboards.
From supervision to root cause
Start with the signal and get to the call that explains the result
Both views use the same filters and definitions. Management can compare performance and deepen the analysis without rebuilding the period in another report.
Set the period
Select date and time within the available window to compare a consistent interval.
Apply filters
Choose team, type, and status; use operator when you need to investigate the analytical view.
Compare teams
Observe volume, abandonment, and average times to spot differences that deserve analysis.
Open the detail
Switch to the analytical view and find protocols, contacts, operators, and times for each call.
Share the reading
Export the slice or use the API to continue the analysis with the same context.
Impact on operations
What changes in practice
Supervision gains agility when the consolidated view and each call use the same filters, metrics, and context.
Less manual cross-referencing
Management reading and detailed records no longer require separate reports and spreadsheets.
Faster diagnosis
A difference in the consolidated view can be investigated directly in the calls that formed the result.
Visible post-call work
Wrap-up time enters capacity analysis and helps separate conversation from closing work.
One source for other areas
Filters, exports, and API facilitate consistent use of data in management, technology, and operational intelligence.
Who it makes sense for
Telephony for those who need to track, explain, and decide
Call center supervisorsCustomer service coordinatorsOperations managersPlanning and qualityBI and dataTechnology and integrations
Frequently asked questions
Learn more
The consolidated view shows one line per team with volumes, abandonment, and averages. The analytical view shows one line per call with protocol, operator, contact, status, and recorded times.
The view includes received, made, answered, wrapped-up, and abandoned calls, abandonment percentage, and the indicators TML, TME, TMAB, TMA, TMT, and TMO.
Yes, when automatic wrap-up pause is enabled and linked to the source call. This link allows assigning post-call work to the correct team.
Yes. The CSV or Excel export respects the period, team, type, status, and other filters applied to the view.
Yes. The public API offers documented routes for the consolidated and analytical views, subject to the operation's credentials and permissions.
No. Previous reports may remain available during the adoption of the new view, avoiding an abrupt change in team routines.
Talk to OmniSmart
See the operation by team without losing the detail
Tell us how your supervision tracks telephony today and see how the two views can reduce manual cross-referencing and speed up decisions.
Chat with a specialist
Tell us the basics about your scenario.