Analytics

The Analytics module lets you view detailed reports on the performance of your telephony operation. Analyze trends, identify bottlenecks, and make data-driven decisions.

Training guide — Analytics in the product UI

HitManager Analytics — Filas de Atendimentos and Bilhetagem filter panels (Portuguese UI, dark theme)

Search keywords (Portuguese labels from the app): Filas de Atendimentos · Bilhetagem · Pesquisa de Satisfação · Transcrições de IA · Gráficos · Relatório · Data Início · Data Fim · Selecione uma Fila · Tipo · Sainte · Status · Todas · Ramal · Origem · Destino.

What the screenshot shows: Dark-themed HitManager Analytics with top tabs Filas de Atendimentos, Bilhetagem, Pesquisa de Satisfação, Transcrições de IA. The Filas de Atendimentos section has Fila, Data Início, Data Fim and buttons Gráficos and Relatório. The Bilhetagem section adds Tipo (e.g. outgoing Sainte), Status (Todas), Ramal, Origem, Destino, date fields, and Relatório.

Service queues (training text — no extra screenshot)

Generate reports or charts from queue data: pick one queue, several, or all, set the period with Data Início / Data Fim, and review volume, queue behavior, and performance over time.

Bilhetagem (training text — no extra screenshot)

Filter incoming or outgoing traffic, choose call status (answered, unanswered, busy, or all), require a date range, and optionally narrow by Ramal, Origem, and Destino for a segmented analysis.

Satisfaction survey (training text — no extra screenshot)

Filter by one survey or all surveys, select queues, and set a date range to track satisfaction levels and trends.

AI transcription (training text — no extra screenshot)

Build a report of all transcriptions in a defined period; optional sorting (e.g. by date, duration, or relevance) organizes the export.

Report types

Call report

Shows the complete call history with filters by:

Date range
Agent or queue
Call type (inbound, outbound, internal)
Duration and outcome

Agent report

Evaluate the individual performance of each agent:

Total time on calls
Number of calls handled
Average handling time (AHT)
Time on pause

Queue report

Analyze the efficiency of your service queues:

Service level (% of calls answered within X seconds)
Abandonment rate
Average wait time
Abandoned calls

Filters and search

All reports have an advanced filter panel:

Start date:  [01/01/2025]
End date:    [01/31/2025]
Agent:       [All ▼]
Queue:       [All ▼]

Export data

You can export any report in the following formats:

CSV — for analysis in Excel or Google Sheets
PDF — for presentations and formal reports
Excel (.xlsx) — with formatting and charts included

To export, click the Export button at the top of the report.

Available charts

Chart	Description
Bar	Call volume by hour/day
Line	Trends over time
Pie	Distribution by outcome or agent
Heat map	Activity peaks by hour and day

Tip: Use the comparative range to compare this week's performance vs. last week.