Reporting and  Analytics

Microsoft Teams provides basic call data through the Teams Admin Centre, but it only covers native Teams activity and lacks the depth most organisations need. It doesn't consolidate data from your contact centre, call recording or social messaging channels, and offers limited customisation. C360 Reporting and Analytics sits above Teams and all your connected communication tools, pulling everything together into one unified, customisable view.

If your business uses Microsoft Teams alongside a contact centre platform, call recording, and social messaging, you'll typically have data scattered across multiple systems. C360 solves this by consolidating reporting from across your entire communications environment into one platform giving you a single, consistent view of everything that's happening without the need to log into multiple systems or manually combine data.

Yes. C360 includes dedicated agent reporting covering efficiency, occupancy, status summaries, queue membership and a built-in staffing calculator all alongside your broader Teams calling and contact centre data. Everything sits in one platform so team leaders and operations managers can monitor and compare performance without switching between tools.

Native Teams reporting doesn't give you the service level visibility most contact centres and customer service teams need. C360 includes dedicated reports for missed calls, service level scorecards, KPI summaries and KPI heatmaps — so you can track exactly how your team is performing against your targets and identify where improvements are needed.

Yes. C360 reporting is fully customisable. Every report can be filtered, configured and presented to match your specific requirements — whether that's an executive-level summary dashboard or granular operational reporting for team leaders. You're not locked into a one-size-fits-all view.

C360 includes dedicated Social Messaging Analytics that sit alongside your Teams Calling, Contact Centre and Interaction Recording reports. You can track conversation volumes, monitor your allowance in real time, view highlights and trends, and manage your social touchpoints: all within the same platform as the rest of your communications reporting.

Yes. C360 Reporting and Analytics is included as standard across all C360 packages — Lite, Plus and Premium. There's no additional cost and no bolt-on required. From the moment you're set up, your data is available and your reports are ready to use.

our contact centre platform will give you reporting on its own activity, but it won't show you the broader picture across your Teams calling, social messaging, or interaction recording. C360 pulls data from across all your communication tools and presents it in one unified environment — so you can see how everything connects, compare performance across platforms, and get a complete view of your organisation's communications that no single platform can provide on its own.

Yes. C360 dashboards update in real time, giving you live visibility of call volumes, queue activity, agent status and service levels as they happen — not just end-of-day summaries. This means you can spot and respond to emerging issues before they impact your customers or your team.

Yes. C360 is built to support organisations operating across multiple sites, regions and countries. Whether your teams are based across the UK, Europe or further afield, C360 consolidates your communications data into one platform regardless of location giving you consistent visibility and reporting across your entire operation.