Contact Center reporting now includes raw data exports, providing access to significantly more reporting metrics than before. You can download:

• Call Report – One row per call, including call outcomes, durations, and agent details.
• Call Leg Report – One row per participant's call leg, showing who joined the call, their role, and how long they participated.

Both exports are available from Reports > Agent Performance.

For more information, visit our knowledge article.

You can now analyze answered inbound calls by queue wait time using the new Calls by Queue Wait Time chart. Calls are grouped into seven buckets ranging from 0–10s to over 300s, with each bucket displaying the call count and percentage of total answered inbound calls. This helps you identify where most callers land and whether wait times are within an acceptable range for your team.

For more information, visit our knowledge article.

You can now disable incoming calls on a specific phone number without removing it, directly from the Contact Center Settings page. When disabled, callers are either routed to voicemail or played a disconnect message based on your configuration. This gives administrators greater control over call routing while ensuring callers always receive a graceful experience.

For more information, visit our knowledge article.

You can now plot two call metrics simultaneously against time using the new dual axis chart in the Live Contact Center dashboard.
Select any two metrics — such as Total Calls versus Average Wait Time — from the metric dropdowns, and filter by phone line or view all lines at once. Each metric renders on its own axis for clear comparison.
For more information, visit our knowledge article.

You can now view every call associated with a ticket directly from the Calls tab in the ticket's Updates section. Each entry displays the contact name, participants, call direction, status, and metadata fields like wait time, hold time, and missed call reasons — along with recordings, summaries, and transcripts where available. This gives agents and supervisors full call context all in one place. For more information, visit our knowledge article.

You can now automatically create tickets in HappyFox for Zoom Phone call activity, including answered calls, missed calls, and voicemail transcriptions. This integration lets you track all phone interactions alongside other customer conversations in a single helpdesk platform.

For more information, visit our knowledge article.