BI Reporting

LiveVox Business Intelligence and Performance Analytics - what is BI reporting?

Business Intelligence (BI) reporting is the process of using BI reporting software to gather and analyze data from different systems to pinpoint and visualize operational insights. BI reporting helps organizations to improve decision making processes and boost business performance.BI reporting tools pull data from multiple sources, such as your CRM or system of record, sales and revenue tracking platforms, omnichannel suites, and project management dashboards, to name a few. 

There are two main types of BI reporting: managed and ad hoc reports. 

Managed reports are prepared by technical experts like data analysts and are shared periodically at specific intervals like day, month or week to track the progress of specific KPIS and metrics. Ad hoc reporting allows non-technical teams to create reports on-demand with the help of business intelligence solutions.

More BI Reporting Resources

Unified Customer & Contact Center Analytics

Our Unified Analytics solution is bespoke to the needs of the modern contact center. Access more than 150 out-of-the-box reports instantly, then create your own with simple drag-and-drop functionality.

Leading Workforce Management Software | WFM Software

LiveVox Unified Analytics can be leveraged to match agent schedules with multichannel volume trends, CSAT scores, and other factors that impact how you manage your workforce.

What’s a Cloud-Based Contact Center? Software & Technology

Cloud-based contact center software has built-in workforce optimization capabilities to help you manage staffing, as well as reporting tools that allow you to pinpoint your most profitable opportunities for growth. 

Reports to Be Running in The Contact Center

Reporting enables you to make data-driven decisions, track KPIs to help boost business performance, and help keep track of both the agent and customer experience. 

We’re going to dive into the reports you should consider running in your contact center, but first, make sure to differentiate reporting and analytics (although you should use both).

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit

To stay up to date with everything LiveVox, follow us at @LiveVox, visit or call one of our specialists at (844) 207-6663.