VoiceConnect Reporting offers comprehensive insights into call activity, performance metrics, and usage patterns across both inbound and outbound voice interactions. It enables administrators and operations teams to track calling trends, evaluate call outcomes, identify service quality concerns, and gain a deeper understanding of how VoiceConnect resources are utilized throughout their organization.

To streamline the reporting experience and make data easier to access, the legacy VoiceConnect report has been replaced by two specialized reporting modules:

• Voice Insights: Delivers aggregated operational and performance metrics for inbound and outbound calling activities.

• Call Detail Records (CDR): Provides granular, call-level information to support detailed analysis, auditing, and troubleshooting.

Voice Insights brings together essential voice-related metrics within centralized dashboards, allowing organizations to monitor call volumes, assess call quality, evaluate agent effectiveness, and uncover customer engagement patterns from a single, unified view.

Accessing VoiceConnect Reports

1. Click the New Tab icon. Under the Sprinklr Service tab, click VoiceConnect within Resolve.

2. From the left pane, select Reporting.

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3. The Reporting page provides access to the available VoiceConnect reporting dashboards.

4. The following reports are available:

   1. Voice Insights

      Voice Insights provides dashboards that help you monitor overall voice performance and operational trends. The report contains separate dashboards for:

      • Inbound calls

      • Outbound calls

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      For further details, see Voice Insights Report.

   2. Call Detail Records (CDR)

      Call Detail Records (CDR) provides detailed information about individual voice interactions. For further details, see Call Detail Records Report.