For a later version of this article, see REPORTING (6.0).

Reporting

The Reporting category describes how to generate detailed usage reports about your calling patterns and queue activity.

Call Reports

Concurrent Calls

The Concurrent Calls Report shows the total calls happening at the same time, over a date and time range that you define.

Call Logs

Call Logs lets you generate a log of call activity. Call logs are generated for the daterange and criteria that you specify. Criteria include extensions, providers, caller ID, or Incoming DID.

View Report. Opens the report in the browser window.
Output to .xls file. Downloads a .xls file that you can open with an application such as Microsoft Excel.

Call Reports

Call Reports lets you generate a report about call activity. Call reports are generated for the date-range and criteria you specify, and they include the information you specify. Check the Ignore Weekends box if your organization is not active on weekends and calls on those days can be ignored.

Call reports can be broken down based on cumulative numbers, date, account, hour of the day and day of the week (e.g., Monday), extensions, providers, or the incoming DID.

You can select what fields of data you want to include in a report, depending on what calls you include in the report. The fields include total calls incoming and/or outgoing, talking time and call duration, and average times. Call duration means the entire call, including time spent in an IVR or waiting in a queue. Talk time means the time when the callers were actually talking to each other.

To generate the report, you can choose one of the following output options.

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.
Chart Report. Open the report as a graphical chart in the browser window.

Queue Reports

Queue Logs

Queue Logs return a list of queue calls based on the criteria that you specify.

Date Range. The log will include queue calls that happened during this date/time range.
Queue. The log will include calls made to this queue.
Type of Queue Call. The log will include only these types of queue calls.

Queue Reports

Call Queue Reports. Queue reports can be broken down based on talk and wait times, date, day of the week (e.g., Monday), or hour of the day. Select he report breakdown, then select at least one queue to report on. To select multiple queues, hold down the CTRL key and click on the queues.
Call Queue Member Reports. Queue Member reports can be broken down based on talk time, member, date, and duration. Select the report breakdown, then select at least one member to report on. To select multiple members, hold down the CTRL key and click on the members.

Queue Status

Queue Status provides real-time information for each call queue in Switchvox:

Overall statistics.
Member status and statistics.
Calls waiting in the queue.

The information in Queue Status is only for one day. For historical information, see Queue Logs or Queue Reports.

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. Longest time that a call was in the queue and was answered by a queue member.
Average 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 Talk Time. Average time that queue members spent talking with callers from the queue.

Member Status

Member Status shows 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 Waiting shows 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.

Scheduled Reports

Scheduled Reports is similar to Call Reporting, but here 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 create a new report, click Create Scheduled Report. Name the report, and then set up the schedule, parameters, and delivery option.

To edit an existing scheduled report, click Modify on the same line as the report.

The Schedule Information indicates the dates during which this report is active. Enter the 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, indicate No end date.

The Recurrence Pattern indicates how often the report should run during the time it is active. You can control how often the report runs, from hourly to once a year. The start date of the report indicates the beginning day and time of the report, based on the recurrence pattern.

The Report Parameters let you define what fields of data to include in the report.
The Delivery Options let you define how you want to receive the report:
Output Type. HTML, graphic chart, or XML.

Delivery Method

The delivery method available is Email. Enter your full email address.