Advanced reporting lets you expand your ability to research your calls, call traffic, agent distribution, and much more. If your service plan supports it, you can explore all kinds of options to see how your phone system is helping you grow your business, and even find areas in which you may consider improving to make your business better!

Summary of the time an agent has spent on the various away states. Currently the report will show manual_away or a blank entry.

The blue manual_away is a clickable link that allows you to see the agent/s that used this status in greater detail.

Allows you to see when team members have transitioned from one state to another – such as from active to away. This is particularly helpful when keeping tabs on a remote workforce that could be stationed across the country.

Agent statuses:

Non-ACD Call = external call, direct extension, outbound calls, etc

Ready - ready to take a queue call

Busy - on an inbound queue call

Wrap-up - on wrap-up time after a queue call

Logged on - logged into the queue

You can see even more detail about any agent’s status, including how long they have been logged in and how long they have been active and taking calls. This also works well for teams that are distributed and working from both homes and offices. It also helps managers get a weekly or monthly overview of the actions their agents have taken during their shifts.

The blue agent number is a link to allow you to see greater details.

Total Busy ACD time - on queue calls

Total Busy non-ACD time - on external calls (ie direct extension or outbound calls)

Provides a breakdown of how long agents spend on each status

This is a wide report so this is broken up into 2 parts to show the entire report

The blue agent number is a link to allow you to see greater details.

Total Busy ACD time - On queue calls

Total Busy non-ACD time - On external calls (ie direct extension or outbound calls)

Clicking on the blue agent number takes you to a Call List (Segmented) report for that user.

Clicking on the blue date/time will take you to the specific call

This is a summary of how many calls an agent has completed on an inbound or outbound call.

Clicking on the blue date/time will take you to the specific call

A list of individual call segments by each queue

Clicking on the start time will take you to the specific call

How many calls came to a specific queue. Queues can be added by name or the queue's extension number in the reports filter.

This is to show how many calls came into a Queue.  Queues can be added by name or the queue's extension number in the reports filter.

Clicking on the Start Time will take you to the Call List (Segmented) for the day

This lets you know on what date a call entered the queue and at what time. Fields can be added to give you more information.  For instance, you can add a field like was it an inbound if it was abandoned or not etc.

Clicking on the start time will take you to the Call List (Queue Calls) for that day

This report will give you hourly block information. Fields can be added to give you more information.  For instance, you can add a field like was it was inbound if it was abandoned or not, etc.

Clicking on the Start time will take you to the Call List (Segmented) for that day

This can be set up for a specific queue to show information like (Queue Number, Queue Name, Incoming Calls, Sorted Ascending, Incoming Answered,% Incoming Answered)

Clicking on the queue number will take you to the Call List for the queue

This will show the incoming calls and how many were abandoned each day. It can also other elements can be added such as the percentage abandoned, along with the SL ranking.

Service Level or SL

This is mostly used if a customer is using ranking. Each SL can be adjusted for a certain duration. There are certain levels that can be set. This can have some overlap between the levels of a call. This can be accessed by going to Settings> Workspace. Then, if you want to edit the workspace, select reporting and expand “ring duration threshold”.

This provides data by the half hour on the abandoned calls. An abandoned call is someone who calls into your system and ends up hanging up before the call is answered. Keep in mind that this can be a robocall that can’t enter anything if the call is going to your Virtual Receptionist.

This will give you data every half hour when there is a call into your system. Like most other reports, you have options on exact metrics you would like to see.

As the name states, this report is where you can see the service level or ‘SL’ for each day. You will also have the option to choose the range of the report.

Clicking on the start time will take you to the Call List (Segmented) for that day

This is a view of the Service Level by Time, which is set for a set for a week in this example.

Clicking on the start time will take you to the Call List (Non-Segmented) for that day

Call information grouped by device

Click on the device number to view the Call List (Segmented) for this device

Summary of calls handled by each user

Click the User number to view the Call List (Segmented) for the user.

Summary of the number of the calls handled by user group

Clicking on the group name will take you to a Call List (Segmented) for the group

Summary of the numbers of calls completed by the user

Click on the user number to view a Call List (Segmented) for the users calls

Calls grouped by day, list each day with the date

Click on the start time to view the calls-by-time list for the specific day.

Calls grouped by day and time, broken out by the half hour.

Click on start time to view the Call List (Non-Segmented) for that day

Call data grouped by the day of the week. List only the days of the week, no dates

Click on the start time to view the calls by time for the specific day

Call data grouped by day of the week and time. Lists only the weekday name and time, no dates.

Click on the start time to view the Call List (Non-Segmented) for that day

Summary of the number of calls by duration of the call

Click on the Call duration to view a Call List (Non-Segmented) for the involved calls

Summary of the number of calls by the hold time of the call. The hold time is based on when the user places the caller on hold via their phone.

Click on the hold time to view a Call List (Non-Segmented) for the calls with that hold duration

Call data grouped by month

Clicking on a month will get you to calls by week. Then calls by day.

Summary of the number of calls based by the ring time of the call

Click on the ring time to view a Call List (Non-Segmented) for the calls at the selected ring time

Summary of the number of calls based on the talk time of the call

Click on the talk time to view a Call List (Non-Segmented) for the calls of the selected talk time

Displays statistics about the number of calls handled every half hour

Call data grouped by week

Click on the start time to view the Calls by Day reports for the given week.

Trunk activity broken down the half hour. Trunk Peak usage is the number of simultaneous channels.

Clicking on the start time will take you to the Call List (Non-Segmented) for that day

Summary of the number of calls by area code

Click on the area code to view the Calls by Location reports - which then allows you to view the Call List (Non-Segmented) for the area code in question

A summary of the number of calls by country

Click on the country to view the Calls by Area code. Then click on the area code to view the calls by location. Click on the location to then view the Call List (Non-Segmented) for the specific calls

Call information grouped by the DID

Click on the DID to view the Call List (Non-Segmented) for the calls coming in on that phone number.

Summary of the number of calls by location

Click on the location to view the Call List (Non-Segmented) for the location

Call information grouped by the telephone number

Click on the Outside number to view the Call List (Non-Segmented) for the phone number

Summary of the number of external calls by the type (local, national or international) of the call

Click on the number type to view the Call List (Non-Segmented) for the the type of number. This will show the outside numbers involved.

Summary of the received calls by DID or made using the same presentation number

Click on the DID Presentation number to view the Call List (Non-Segmented for the calls that came in on that phone number

Summary of the number of calls by state or province (NANPA AKA North America Numbering Plan Administrator region only)

Click on the state to view the Calls by Area code for the state.

Summary of the number of outgoing calls by outgoing presented name

Click on the Caller ID name to view the Call List (Non-Segmented) for the calls made by this user.

Summary of the number of outgoing calls by outgoing presented number

Click on the CalIer ID to view the Call List (Non-Segmented) for calls with this number

Summary of the number of outgoing calls by telephone number

Click on outside number to view the Call List (Non-Segmented ) for calls to the selected phone number

Summary of the number of incoming calls by telephone number

Click on the outside number to view the Call List (Non-Segmented) for the calls from this phone number

Shows incoming calls that were never answered

Click on the Start time to view the Call Session information

A list of individual internal call segments

Click on the start time to view the Call Session for the call

Only the total data for an entire call is displayed

Click on the start time to see the Call Session for the call

List of all calls with an associated recording

Click on the start time to view the Call Session for the call

Expands every segment of a call into separate rows

Click on the start time to view the Call Session for the specific call

List of individual trunk-trunk call segments. Each segment represents a call to a device.

Click on the start time to view the Call Session for the selected call

A list of abandoned calls that have not been successfully called back with no filter applied to the return calls. The system uses the date/time of the report and checks to see if the inbound phone number has been called back.

Click on the start time to view the selected call’s Call Session

A list of abandoned calls that have not been successfully called back. The system uses the date/time of the report and checks to see if the inbound phone number has been called back.

Click on the start time to view the Call Session for the selected call

A summary of the number of incoming calls by route path name prefix. This makes use of the Prepend feature on phone numbers or groups.

Click on the Route Path Name to view the Call List (Non-Segmented) for the calls with this path name.

A summary of the number of incoming calls by the route path number prefix

Click on the Route Path Number to view the Call List (Non-Segmented) for the calls with this path number.

Summary of the number of calls with a specified tag. This feature requires advanced configuration of your system please contact our Account Services Team.

Overall Filter - This is a filter that can be used to set and shared with all other reports. However, that overall filter may not work with some of the reports that are set up. It is best to use the filter in the actual report itself.

With reports, you can have one or more of your reports emailed to you at a specific time on a daily, weekly, or monthly basis. Single or multiple reports can be added to the email delivery. Also, multiple emails can be added to a single report setup. This makes it easy for a specific department get a specific set of reports and another department can receive a completely different set of reports. To add a report you will first name the report. You are given the option to describe the report or add any notes about it you like. Next, you will see a dropdown of all your current reports.

Select the report(s) and the format in which you would like to receive them.

Next, it will ask you to select or enter in the desired email address(s)

After adding the email address(s) you can create the report.

This is what the report will look like once created. You have the option to delete the report, edit the report and run the report. Running the report will email the report as soon as it was finished compiling the information.

The emailed report will look something like this in your inbox.

If you have a lot of reports but regularly only review daily you can mark them as favorites.

Once marked, you can go over to the favorite menu option and view only the favorited reports.

Recent is a list of the most recent reports viewed. This can be determined by the level of permission.

Under settings, you have an expanded set of options where you can make granular changes to users as well as other aspects of the reports.

This section allows you to alter the visibility of different sections through the reporting system.

Location

Under location, you are able to set the overall reporting system's global location, Time Zone, Language, and Session timeout. Session time out is the amount of time the system is idle before you are logged out.

Compliance

Here you can enable or disable the allowance of CNAME (I.e. Company Name) on the account. This is to enable or disable if you need to comply if you are dealing with sensitive data. It can be important to ensure that call information stored on the system is not personally identifiable. This includes ensuring that someone can not lookup a name using a phone number as a search parameter or visa versa.

User Management

User management is just that. Here, you can manage users and their permissions in the reporting system. You can also get a quick glimpse of the permission for that user.

Clicking edit allows you to see the different sections that can be edited for that user.

Details - This lets you define the type of access the user will be able to have.

Permissions - This is where you are able to set what permissions each user will have in the reporting system.

Clients- This allows the user access to specific tools within the system.

Groups - Here you can grant permission to specific user groups.

Workspace - Here is where you can set the permissions for the different workspaces throughout the reporting system.

User groups - This is a quick reference to team members in a group and cal chosen call information for that group. Users in one group can also be placed in other groups they may be working with.

Contact Directory - Each directory configured on the system has its own permissions and custom fields which can be tailored for specific uses. Each directory also has a set of fixed fields (like telephone numbers and names) which are used within the system for specific purposes. Contacts can be manually entered in or uploaded via a CSV file. You must give it a name and a brief description.

Fields - Enter the user's contact information in these fields of a user in the system.

Screen Pop - If the contact information has been imported from a web-based CRM, it may be possible to provide Connect users with a screen-pop link when they are on a call to a directory contact.

When the screen-pop link is populated for a directory, the specific details of the contact will be added to the link at runtime, allowing the user to gain quick access to the contact's CRM record without having to search.

Reporting Settings - The following settings apply to all reports created on the system:

Call tagging is a flexible feature designed to allow custom information to be added to call records, giving them context outside the communications platform and improving call reports.

Call tags can be managed from the 'Settings' area of the portal. Any user with the 'Manage Customer Settings' permission can add or edit tags.

To add a call tag, simply press the '+ Add Tag' button. Each tag must be given a 'Name' which will then be visible on Call List and Filters.

Each tag instance must be given a specific tag type. The values tagged against the call will then be validated against the tag type parameters.

Once the tag is created you will have access to the edit feature. Here you can get access to the Tag URL’s for call flow and external URL

The external tag URLs are for use with physical VoIP phones to allow users to manually add tags to a call.