CommUnity - Reports User Guide
Table of contents
Overview
CommUnity provides several reports with many options. This guide provides information on accessing and working with the reports.
This guide is only valid if you have enabled the new Reporting Engine.
How to enable/disable the New Community Reporting Engine
To enable the new Community reporting engine ollow these steps:
Click your profile at the bottom of the left side menu.
Click the Manage Account button.
Click the Enable New Report Engine switch to enable or disable the new reporting engine.
How to access the CommUnity Reports
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Available Reports
Call Reports
Call Logs
Category Call Log Reports
Summary Call Reports
Custom Call Reports
Cradle to Grave Reports
Queue Reports
Queue Logs
Category Queue Reports
Summary Queue Reports
Custom Queue Reports
Agent Reports
Agent Call Records
Agent Login Records
Category Agent Call Reports
Category Agent Login Reports
Custom Agent Call Reports
User/Agent Reports
Audit Log
How to Configure and Run the Reports
Select the desired report category in the left side menu.
If required, change the configuration of the selected report.
Report configuration options vary based on the selected report. The configuration options are above the report table.Date Range Option:
Select one of the pre-defined options or define a Custom Date Range.
Timezone
Select the timezone for the report.
Filters
The filter pop-up provides additional filter options based on the selected report.
Additional Configuration options:
Additional Configuration options are available based on the selected report.
Once a report is configured, click the GENERATE button to run the report.
Click the “.CSV” button to download the report as a CSV file. Some reports provide the option to download the report as a PDF via a “.PDF“ button
Some report configurations can be saved to your Saved reports list by clicking the SAVE REPORT button.
Click the SCHEDULE REPORT button to set up a report to run on a scheduled date and time.
Click the RESET SELECTION button to restore the configuration to its default values.
Saved Reports
The Saved Reports page displays all your saved call reports. In the top-right corner of each report, the Options drop-down lets you pin/unpin the selected report to your dashboard or delete the saved report. Clicking on any report will take you to the corresponding report page.
Scheduled Reports
The Scheduled Reports page displays all your scheduled reports.
To edit a report, click the Edit button in the Actions column for the desired report.
See the Report Scheduler section below for instructions on scheduling a report.
To delete a report, click the Trash can button in the Actions column for the desired report.
Report Scheduler:
To schedule a report, open the desired report and click the Schedule Report button, and follow the steps below.
To edit a scheduled report, click the Edit button in the Actions column for the desired report and follow the steps below.
Report Scheduler options:
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Call Reports
The Call Reports section provides call information reports based on specified criteria.
The Available Call reports include:
Call Logs - This report provides detailed information about inbound and outbound calls.
Category Call Log Reports
This report summarizes calls based on the selected splits/categories and metrics.
Summary Call Reports - This report provides the total number of calls or total call Time based on the selected filters and Unit Type.
This report has the following display options:
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Once the parameters are set, you can save the report to your Saved Reports list.
Custom Call Reports - This report summarizes call data based on the selected metrics and filters.
This report has the following display options:
Once the parameters are set, you can save the report to your Saved Reports list.
Cradle to Grave Reports
This report provides detailed information about inbound and outbound calls.
Click the “>” icon to display the call flow.
Queue Reports
The Queue Reports section provides Queue call information reports based on specific criteria.
The Available Queue reports include:
Queue Logs - This report provides detailed information about calls to a Queue.
Category Queue Reports - This report provides queue call metrics categorized by the configured Splits and Metrics.
Summary Queue Reports - This report provides the total number of call dependent on the configured Report Type (Abandoned or Completed).
This report has the following display options:
Once the parameters are set, you can save the report to your Saved Reports list.
Custom Queue Reports - This report provides call metrics based on the configured options.
This report has the following display options:
Once the parameters are set, you can save the report to your Saved Reports list.
Agent Reports
The Agent Reports section provides agent call information reports based on specific criteria.
The Available Agent reports include:
Agent Call Records - This report provides complete details for each call with an Agent.
Agent Login Records - This report provides agent login information.
Category Agent Call Reports - This report provides call metrics based on the configured Splits and Metrics.
Category Agent Login Reports - This report provides agent login metrics based on the configured Splits and Metrics.
Custom Agent Call Reports - This report provides call metrics based on the configured Report Type and Metrics.
This report has the following display options:
Once the parameters are set, you can save the report to your Saved Reports list.
User/Agent Reports
The User/Agent report provides complete details for each call that entered a Queue.
Audit Log
The Audit Log provides administrators with a detailed history of changes performed on the system. From updating/modifying a user (at an administrative level) or from a user setting up their ring device and/or Find Me Follow Me settings.
The Audit Log is useful when a feature/call route isn’t functioning as expected, allowing you to determine and reverse changes. This ability is particularly helpful when dealing with complex Inbound Call Routing, as it allows you to determine which menus or sequences were changed.
Using the Audit Log can augment ongoing training for Admins and users. When problems are identified and resolved, the log identifies the Admin/user and provides them with information on how their changes affected the system.