Switchvox - Call Report
Table of Contents
Call Reports lets you generate a report about call activity for the date-range, breakdown, and type you specify.
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:
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.
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
digits is better.
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.
Additional Resources
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