CDR Reports
All Fonality products include a CDR Reports interface where customers can track calls of various types (Inbound, Outbound, Interoffice, etc.).
You can filter the report by all the Call Type fields listed on the left-hand side of the image above. You can also filter by Extension. Change the date range next to the Between filed at bottom left, and if you prefer to view more or less rows per page, insert the appropriate number of lines next to View Rows.
Completed reports look like the following image:
Along the top of the image - you can see various summary information such as total calls for this particular report and total call duration by page.
ACD Reports
Fonality customers with call center licenses have access to expanded reporting via the ACD reports tab within the Fonality Admin Panel.
All of the reports at right are available within each Call Center Edition product Fonality offers. These reports come standard with the licenses; they do not cost additional money on an on-going basis.
Above you'll find the create a new report tool, using this tool you can create a variety of reports for
your business. By selecting one of the Queues you can immediately move to the report drop down box and
select one of the many reports. By pressing and holding ctrl (control) and clicking on another queue you can get joint reports for multiple queues.
The agents box allows you to select specific agents to report on, making use of the Agent Talk Time report as well as the Reasons reports. You can also select specific reasons from the Reasons box, to filter down which reasons you want reports on.
Many of these reports are familiar to call center managers. For example, a quick summary of a queue's Completed vs. Abandoned call volume over a particular date range helps managers decide if a particular queue is understaffed.
Each of the available reports is depicted with a title below showing an example of output data.
The Abandon vs. Completed full report shows a Summary component at the top (available separately - see below) and lists all Abandoned calls in chronological order by date and time.
The Abandon Detail report only lists out the Abandoned calls in order to allow for easy call backs. Using Fonality's FONcall plugin for Firefox - an agent could simply click-to-call each of these customers back and potentially make a sale or head-off a customer with a customer service issue.
Abandon Detail provides a quick summary of abandoned calls over the period of time configured when you ran the report.
The Agent Report lists out details of call volume by agent for a specific queue & time period.
Completed vs. Abandoned is the inverse of the Abandoned vs. Completed above. Typically call centers want to know what they're doing right, so running this report gives a quick glance into the success of the day's activities (or week, or month, or any time period you wish)
If you prefer just the summary view - that component is available as it's own report.
Call Distribution helps call center managers figure out how many people they need on the clock, and when. Notice at the bottom of this image are breakout reports for distribution by week, day, and hour.
Call Distribution by Day is very effective for identifying peaks and valleys in the typical work week.
Call Distribution by Hour helps managers finely tune the start/stop time of agent shifts, and even more granular activities like lunch breaks.
