Contact Center Agent Reporting

Reporting covers customer interactions across phone calls, SMS text messages, emails, documents, and chat transcripts. Automated scoring evaluates interactions across these supported data sources against standardized quality scorecards, enabling managers to review cross-channel performance trends and metric-level explanations within unified dashboards or exported summaries.

Manual quality assurance typically reviews only a small sample of customer conversations, creating gaps in visibility. Automated reporting evaluates every interaction against objective criteria, removing guesswork and scoring inconsistency. This comprehensive analysis surfaces recurring issues, detects high-risk red flags immediately, and provides evidence-backed reporting across all participating representatives and locations.

Yes. Agent reporting data can be exported using standard CSV exports for filtered results and score summaries. On the Pro plan, teams can also generate downloadable PDF trend reports, AI-generated daily QA summaries with coaching recommendations, and custom charts built through natural-language prompts using the On-Demand Analyst tool.

Reports highlight recurring missed metrics, quality gaps, and top-performer behaviors. Supervisors can translate these patterns into structured agent improvement plans with defined targets, monitoring periods, and pass requirements. On the Pro plan, teams can pair reporting insights with learning modules, quizzes, call-review exercises, and AI mock-caller roleplay practice.

Agent performance analytics and manager dashboards are included in both the Essentials plan at $49 per agent per month and the Pro plan at $89 per agent per month. Both plans include unlimited usage of their included features without usage-based overage fees. Pro adds advanced trend reporting, agent portals, and AI reporting tools.

Manager and reviewer seats are provided at no additional cost. Paid seats are required only for agents whose customer interactions are scored and evaluated within the platform. If a manager or reviewer also handles interactions that are scored by EmberQA, they require a paid seat.