CyReport is our Business Intelligence Reporting & Analytics solution that consolidates data across every part of the Cytrack stack, applying intelligent analytics, and presenting tailored dashboards, reports and alerts so you can make smarter, faster decisions. Whether you're tracking cost, efficiency, customer experience or resource utilisation — CyReport is your central hub for turning communication data into business advantage.
CyReport is a unified business intelligence and reporting platform that collates data from across your telephony, contact centre and digital-engagement systems (voice, chat, meetings, campaigns) to deliver actionable insights, dashboards and alerts.
Problems CyReport Solves
Siloed metrics: voice call accounting, agent stats, team KPIs living in separate tools.
Lack of real-time visibility or historical trend analysis across channels and systems.
Reactive rather than proactive decisions because dashboards are outdated or manual.
Poor linkage between telephony data, agent behaviour, campaign results and business outcomes.
CyReport is for organisations and contact-centre/telephony operations that demand more than "just call reports" — they need full visibility into how communications, agent workflows and customer outcomes translate into business performance. Ideal for managers, operations, finance, customer success, and executive leadership.
Key benefits
- Transform raw data into business intelligence: turn millions of interactions into clear insights about cost, productivity, and customer behaviour.
- Unify your data ecosystem: draw from all Cytrack applications and external CRMs to deliver a complete operational and financial picture.
- Empower leaders with real-time insights: view dashboards, KPIs, and forecasts instantly — anytime, anywhere.
- Enable proactive management: with alerts, trends and performance thresholds.
- Improve forecasting and capacity planning: leverage analytics to model growth, demand and team resource needs.
- Enhance customer experience visibility: trace full customer and agent journeys across voice, digital and AI interactions to understand what drives success.
- Increase operational agility: surface the "why" behind the numbers — empowering faster, data-driven decisions and measurable business improvement.
Key Features
| Feature Name | Description | Benefit for User |
| Unified BI Data Hub | Aggregates data from all Cytrack modules (telephony, IVR, chat, recording, campaigns, surveys) into a single SQL-driven repository. | Enables holistic reporting and analysis across your entire engagement ecosystem rather than isolated snapshots. |
| Customisable Dashboards & Wall-boards | Drag-and-drop dashboard designer, configurable layouts, live wallboards, KPI targets, threshold alerts, and user-specific views. | Lets users tailor views to their role (agent, supervisor, executive) and instantly monitor what matters to them. |
| Automated Report Scheduling & Delivery | Reports can be scheduled to run automatically (hourly, daily, monthly) and delivered via email, SMS, file export (CSV/PDF/Excel) or shared via Teams/Channels. | Saves time, ensures stakeholders always have up-to-date insight without manual report pulling. |
| Detailed Call Lifecycle Visualisation (Call Steps) | Visual mapping of each call’s journey from initiation to termination, including routing, transfers, hold times and outcomes. | Helps identify bottlenecks, routing inefficiencies and process drop-outs that affect customer experience. |
| Real-time Alerts & Target-Thresholds | Set thresholds for metrics (abandoned calls, wait time, queue length etc.). When triggered, alerts are sent via email, SMS or Teams adaptive cards. | Enables proactive management, intervene before a metric becomes a problem rather than after. |
| Cost, Billing & Project-Tracking | Track call costs, account codes, project/item billing, divisional cost allocation across voice and digital channels. | Supports profitability, cost-transparency and charge-back models within organisations. |
| Integration-Ready Architecture | Works cloud or on-premise, supports serial/IP call logging, integrates with most telephony platforms and external databases. | Future-proof investment, you can scale, migrate, integrate without starting from scratch. |
| Agent / Customer Journey Analytics | Combine data from voice, screen-recording, chat, surveys, campaigns and path mapping to visualise the full customer and agent experience. | Understand and optimise both customer journey and agent workflows, align operations with business outcomes. |
- Measure staff efficiency, to improve productivity & customer service
- Increase profitability by tracking & controlling costs & billing projects
- Improve accountability due to divisional cost allocation
- Better KPI management leading to enhanced Contact Centre service levels
- Deliver powerful scheduled information to key personnel and stakeholders
- Easily measure your key business metrics… and what gets measured gets managed!
- Reports by system performance, grade of service, team or individual
- Schedule monthly, hourly, daily by e mail, SMS, print or file
- A large suite of powerful reports for system performance, service levels, grades of service and agent/team evaluation
- Automatic Scheduling of reports to print, email or file (CSV, PDF, Excel)
- Logging, reporting and playback of call recordings via optional CyRecord
- Multi-user and multi-site support
- Account Code tracking for project/Item Billing
- Web based client
- SQL database architecture & SQL Reporting Services reports architecture
- Powerful Carrier Tariff interface
- Directory and Information Services
- Serial & IP call logging
- Cloud or premise based
- Modular upgrade options
- Compatible with most telephony platforms
CyReport Business Intelligence Dashboard & Alert Management Centre
You get added power and real-time information with our CyReport BI Dashboard. Whether you need Telephone Call Accounting statistics, or Call Centre information for a wall board, CyReport BI Dashboard has the answer.
A user-configurable interface that lets YOU control what YOU want to see. You design your own business centre and then create thresholds, targets and alerts giving you complete control over your business intelligence.
- At a glance performance statistics
- Set targets or thresholds and be alerted of statistical changes by playing a sound, changing a colour, by email and/or SMS
- User Configurable
- Desktop or Web Browser based for operation anywhere
- Create unlimited profiles/layouts
- Multiple Graphs - Figure, Grid, Bar, Pie, Speedo
- Data farm of statistics from CyReport™, CyRecord™, CyCX Connect™, CyCall™ or CyLive™ according to applications installed
- Can be configured to external databases for additional data presentation