---
title: "What are ‘Out Of The Box’ (OOTB) reports?"
slug: "what-are-ootb-reports"
description: "Gladly's out-of-the-box reports are built into the UI and allow you to answer pointed questions based on a specific scenario. Learn more in Gladly Help Docs."
updated: 2026-03-08T19:21:32Z
published: 2026-03-08T19:21:32Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What are ‘Out Of The Box’ (OOTB) reports?

Gladly offers multiple ways to access and view reports:

- [OOTB Reports](/product-docs/docs/what-are-ootb-reports#ootb-reports) (out of the box)
- [Insight Builder](/product-docs/docs/what-are-ootb-reports#insight-builder)
- [API](/docs/what-are-ootb-reports#api)

## OOTB Reports

Gladly's [out-of-the-box (OOTB) reports](https://help.gladly.com/docs/what-are-ootb-reports) are built into the UI and allow you to answer pointed questions based on a specific scenario. For example, the **Agent Away Time** report tracks when Agents are Away. Or the **Abandoned Calls in IVR** report can help you understand where Customers are leaving your Interactive Voice System (IVR). Each report comes with filters that allow you to manipulate the results.

OOTB reports produce results using a specific [Time Anchor](https://help.gladly.com/docs/time-anchors), and you can't add or remove metrics for the report. A [list of OOTB reports](https://help.gladly.com/docs/list-of-ootb-reports) is found in the **Reports** section of Gladly.

![Report showing agent away time with detailed agent information and statistics.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Reports-UI-Overview.png)

Use OOTB reports if you need fast answers to specific questions. You can also [download or export](https://help.gladly.com/docs/export-reports) OOTB reports and even [pull reports by API](https://help.gladly.com/docs/export-reports) for analysis using other reporting tools.

## Insight Builder

[Insight Builder](https://help.gladly.com/docs/what-is-insight-builder/) is an add-on feature that allows you to build reports as you see fit. Unlike OOTB reports, which use a specific Time Anchor or a particular set of metrics, Insight Builder allows you to mix and match metrics and use different Time Anchors—it's a way to create reports the way you want them.

See [What is Insight Builder](https://help.gladly.com/docs/what-is-insight-builder/) to learn more.

## API

Generate reports via [API](https://developer.gladly.com/rest/#tag/Reports) using a set of specific parameters and filters. All reports available as an[OOTB report](https://help.gladly.com/docs/what-are-ootb-reports) are also accessible via AP. Reports are returned as a CSV file.