Reporting
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
The Concurrent Calls Report displays the total calls happening at the same time, over a date and time range that you define.
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Report Criteria
Specify the reporting period by indicating the following:
From Date and To Date
From Time and To Time
Report Types
Then select one of the following report types and indicate the setting on which to report:
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When finished, clickChart Reportto generate the results in chart form.
Call Logs
The Call LogsReport lets you generate a log of call activity for a date-range and a user-specified type. Results can be viewed in your browser or output to either an.xls file or XML file.
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Specify the reporting period by indicating the following:
From Date and To Date
Log Type
Then select one of the following log types and set the entity to log:
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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:
View Log opens the report in the browser window.
Output to .xls file downloads an .xls file that you can open with an application such as Microsoft Excel.
Output to XML downloads an XML file.
Call Reports
Call Reports lets you generate a report about call activity for the date-range, breakdown, and type you specify.
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Report Criteria
From Date and To Date. Enter the date range in mm/dd/yyyy format.
Ignore Weekends. Select YES if your organization is not active on weekends and calls on those days can be ignored.
Report Breakdown. Indicate from the dropdown menu how you wish the report to be broken down:
By Date
By Account
By Hour of Day
Day of Week
Total Cumulative
Report Type
You can select what fields of data you want to include in a report, depending on what calls you include in the report. Select one of the following types, then set the desired entity to report on:
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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.
Chart Report. Open the report as a graphical chart in the browser window.
View Report. Open the report in the browser window.
Output to .xls File. Download a .xls file that you can open with an application such as Microsoft Excel.
Output to XML. Download an XML file.
Queue Reports
Queue Logs
Queue Logs return a list of queue calls based on the criteria that you specify.
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Log Criteria
From Date and To Date. Enter the date range in mm/dd/yyyy format.
Ignore Weekends. Select YES if your organization is not active on weekends and calls on those days can be ignored.
The log will include queue calls happening during this date range.
Queue Type
Queues. Select this type to include calls made to a selected queue.
Queus Members. Select this type to include calls made to selected queue members. To select multiple members, hold down the CTRL key and click on the desired members.
Queue Reports
Queue Reportsreturn data according to the criteria and type you specify. When finished, click the report type button.
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Report Criteria
Enter the From Date and To Date in the mm/dd/yyyy.
Ignore Weekends. Select NO or YES.
The report will include queue calls happening during this date range.
Queue Type
Queues. Select this type to include calls made to the selected queue.
Queue Members. Select this type to include calls made to the selected queue members. To select multiple members, hold down the CTRL key and click on the members.
Queue Report Output Options
To generate the report, you can select one of the following output options.
Chart Report. Open the report as a graphical chart in the browser window.
View Report. Open the report in the browser window.
Output to XML Download an XML file.
Queue Status
Queue Status shows the current status of a queue, and today's statistics for the queue and its members. For a real-time view of a queue, use its Switchboard Queue Panel. For historical information about a queue, see Queue Reports and Queue Logs.
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The information in Queue Status is only for one day. For historical information, see Queue Logs or Queue Reports.
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Statistics
Queue Statistics show you how a queue has been functioning for the following categories:
Current Calls Waiting. Calls waiting in the queue.
Completed Calls. Calls answered by a queue member.
Abandoned Calls. Calls in the queue, but hung up before being answered by a queue member.
Redirected Calls. Call was redirected out of the call queue, or the caller pressed 0 key, or the call reached maximum timeout, or the call was sent the maximum number of times, or the call queue was at its maximum length.
Longest Queue Length. Largest number of calls waiting in the queue at one time.
Average Entry Position. Average position when calls first enter the queue.
Longest Wait Time for Completed Calls. Longest time that a call was in the queue and was answered by a queue member.
Longest Wait Time for Abandoned Calls. Longest time that a call was in the queue but hung up before being answered by a queue member.
Average Wait Time for Completed Calls. Average time that a call was in the queue and was answered by a queue member.
Average Wait Time for Abandoned Calls. Average time that a call was in the queue but hung up before being answered by a queue member.
Average Talk Time. Average time that queue members spent talking with callers from the queue.
Member Status
Member Statusshows each member of the queue, their extension and queue-status (logged in, logged out, or logged in but paused), who they are talking to, and the amount of time they spent on their last call. It also includes statistics: the number of calls they have taken today, and the average time they spent talking on those calls.
Current Calls Waiting
Current Calls Waitingshows the calls that are currently waiting in the queue, including the current position, caller ID, how long they have been waiting in the queue, and the position in which they entered the queue.
Custom Reports
Scheduled Reports
Scheduled Reports is similar to Call Reporting, but with this tool you can set up a report to run at a certain time with a particular output, and the report is sent to you (via email) based on those criteria. To edit an existing scheduled report, click Modify on the same line as the report.
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Create Scheduled Call Report
ClickCreate Scheduled Call Reportsbutton to create a new call report. This displays theCreate Scheduled Call Reportpage, which has three tabs:General Settings, Schedule Information, andReport Parameters.
General Settings tab
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Report Name. Enter the report’s name.
Output Type. Select the output type from the dropdown menu: Chart, HTML, or XML file.
Delivery Email Where the report will be sent. Enter the full email address where you wish to send the report.
Schedule Information tab
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Schedule Time Frame. Enter the Start Date and End Date that you want to activate the report (the first date it should run) and the date that you want to deactivate it (the last date it should run). If you want the report to keep running indefinitely, select YES for Run Forever.
Schedule Occurrence. The occurrence pattern indicates how often the report should run during the time it is active. Click the desired option button:
Hourly. Enter the desired Hourly Settings.
Daily. Enter the desired Daily Settings.
Weekly. Enter the desired Weekly Settings.
Monthly. Enter the desired Monthly Settings.
Yearly. Enter the desired Yearly Settings.
Report Parameters tab
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Report Parameters . Select NO or YES to Ignore Weekends in report and select Breakdown report by one of the following: Date, Account, Hour of Day, Day of Week, or Total Cumulative.
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