Growth
Reporting & Analytics
These are the dashboards a contact centre reviews to run the floor and to win the renewal: workforce, quality, recruiting, coaching, onboarding, and SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) performance, each filterable by date, client, and LOB (Line of Business: a distinct client program or queue within an operation.). Where a fixed dashboard runs out, the report builder picks up — a curated field catalogue, pre-approved cross-module joins, and aggregation without raw SQL or a BI ticket. Anything you can see, you can schedule into the right inboxes or export as PDF or CSV. Tenant isolation isn't a convention here — it's enforced in the query compiler, and field-level rules keep HR-only data out of operational and client-facing views.
What's inside
Executive dashboard
A boardroom business-health view for the CEO, COO, and CFO: revenue, labour cost and margin, a client-health RAG map, top and bottom performers, a workforce pulse, and SLA exposure. Aggregate-only, no agent identities.
BI & data-warehouse export
A tenant-scoped data contract for piping FrontLine's operational data into Snowflake, BigQuery, Tableau, Power BI, or Redshift — delta API, scheduled snapshots, or change-data webhooks.
Client-portal reports
Three read-only reports your end-clients pull themselves from the portal — Operations Summary, QA Trend, and Staffing Snapshot — over daily, weekly, or monthly periods.
Pre-built operational dashboards
Fixed-metric dashboards for the teams that run a contact centre — Workforce, QA, Recruiting, Coaching, Onboarding, and SLA/KPI — each filterable by date range, client, and line of business.
Custom report builder
A governed, self-serve builder for cross-module reports: pick columns from a curated field catalogue, filter with AND/OR conditions, group and aggregate, preview, and save for reuse.
Scheduled email delivery
Schedule any saved report to run daily, weekly, or monthly and land in the right inboxes automatically — run as its creator, so recipients only ever see what that person may see.
Per-account export controls
A per-client-account switch to allow or block CSV download of portal reports — an admin control layered on top of the export that already ships.