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This section describes the Reporting category, which includes generating detailed usage reports about calling patterns and queue activity. You also can design custom reports for special reporting requirements.
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Call Reports
Concurrent Calls
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All Calls. Reports all calls in your system between the dates specified. Select a different type for more specific logs.
Phones. Select from the list of extensions, the extensions for which you wish to log call activity.
Call Queues. Select from the list of queues, the queues for which you wish to log call activity.
IVRs. Select from the list of IVRs, the IVRs for which you wish to log call activity.
Providers. Select from the list of providers, the providers for which you wish to log call activity.
Caller ID Settings. Enter either a Caller ID Name or a Caller ID Number for the caller for which you wish to log call activity..
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NOTE: Keep your date range small because Caller ID searches take extra processing power over a large number of calls. |
Incoming DID. Enter an incoming DID.
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NOTE: Keep your date range small because DID searches take extra processing power over a large number of calls. |
Output Options
When finished, click one of the following to generate the log:
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Call Reports lets you generate a report about call activity for the date-range, breaakdownbreakdown, and type you specify.
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Report Criteria
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Overview. Show all calls in your system between the dates indicated (in Report Criteria):
Total Number of Calls
Total Number of Incoming Calls
Total Number of Outgoing Calls
Total Talking Time. Talk time means the time that the callers were actually talking to each other, regardless of call type (this includes queue calls).
Total Call Duration. Call duration means the entire call, including time spent in an IVR or waiting in a queue.
Average Talk Time per Call
Average Call Time per Call
Phones. Select from the list of extensions, the extensions for which you wish to report call activity. The same subcategories as listed for Overview are available.
Call Queues. Select from the list of queues, the ones for which you wish to report call activity.
IVRs. Select from the list of IVRs, the IVRs for which you wish to report call activity.
Providers. Select from the list of providers, the providers for which you wish to report. You can create reports for the same subcategories as listed for Overview.
Incoming DID. Enter an incoming DID. You can create reports for the same subcategories as listed for Overview.
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NOTE: For DID settings, keep your date range small because DID searches take extra processing power over a large number of calls. Also, the fewer digits you enter, the more processing power will be required to perform the search, so more |
Report Output Options
To generate the report, you can choose one of the following output options.
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