How can we help? 👋

Advanced Reporting

Advanced Reporting

 

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!

 
 
 

Agent Reports

Agent Away Reason Summary

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

Notion image
 

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

 

Agents Status 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.

Notion image
 

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

 

Agent Status Summary

 

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.

 
Notion image
 

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)

 

Agent Summary

Provides a breakdown of how long agents spend on each status

 
Notion image
Notion image

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.

 
Notion image
 

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

 

Calls Completed By Agent

 

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

 
Notion image
 

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

Queue Reports

Call List (Queue Calls)

A list of individual call segments by each queue

 
Notion image

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

 

Calls by Queue

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

 
Notion image

Queue Calls by Day

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.

 
Notion image
 

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

 

Queue Calls by Day & Time

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.

 
Notion image
 

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

 

Queue Calls by Time

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.

 
Notion image
 

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

 

Queue Performance

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)

 
Notion image
 

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

Performance Reports

Abandoned Calls by Days

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.

 
Notion image
 

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”.

Notion image
Notion image
 

Abandoned Calls by Day & Time

 

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.

 
Notion image
 
 

Abandoned Calls by Time

 

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.

Notion image
Notion image
 
 

Service Level by Day

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.

 
Notion image
 

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

 

Service Level by Time

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

 
Notion image
 

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

User and Device Reports

Calls by Device

 

Call information grouped by device

 
Notion image
 

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

 

Calls by User

 

Summary of calls handled by each user

 
Notion image
 

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

 

Calls by User Group

 

Summary of the number of the calls handled by user group

 
Notion image

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

 

Calls Completed by User

 

Summary of the numbers of calls completed by the user

 
Notion image
 

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

Time-Based Reports

Calls by Day

 

Calls grouped by day, list each day with the date

 
Notion image

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

 

Calls by Day & Time

 

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

 
Notion image
 

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

 

Calls by Day of Week

 

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

 
Notion image
 

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

 

Calls by the Day of the Week & Time

 

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

 
Notion image
 

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

 

Calls by Duration

Summary of the number of calls by duration of the call

 
Notion image
 

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

 

Calls by Hold Time

 

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.

 
Notion image
 

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

 

Calls by Month

 

Call data grouped by month

 
Notion image
 

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

 

Calls by Ring Time

 

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

 
Notion image
 

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

 

Calls by Talk Time

 

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

 
Notion image
 

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

 

Calls by Time

 

Displays statistics about the number of calls handled every half hour

 
Notion image
 

Calls by Week

 

Call data grouped by week

 
Notion image
 

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

 

Trunk Usage

 

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

 
Notion image
 

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

Caller ID and DID Reports

Calls by Area Code

Summary of the number of calls by area code

 
Notion image
 

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

 

Calls by Country

 

A summary of the number of calls by country

 
Notion image
 

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

 

Calls by DID

 

Call information grouped by the DID

 
Notion image
 

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

 

Calls by Location

 

Summary of the number of calls by location

 
Notion image
 

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

 

Calls by Number

 

Call information grouped by the telephone number

 
Notion image
 

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

 

Calls by Number Type

 

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

 
Notion image

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.

 

Calls by Service Number

 

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

 
Notion image
 

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

 

Calls by State - Province

 

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

 
Notion image
 

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

 

Calls by Caller ID Name

 

Summary of the number of outgoing calls by outgoing presented name

 
Notion image
 

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

 

Calls by Caller ID Number

 

Summary of the number of outgoing calls by outgoing presented number

 
Notion image
 

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

 

Top Dialed numbers

 

Summary of the number of outgoing calls by telephone number

 
Notion image
 

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

 

Top Received Numbers

 

Summary of the number of incoming calls by telephone number

 
Notion image
 

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

Call List reports

Call List (Abandoned Calls)

 

Shows incoming calls that were never answered

 
Notion image
 

Click on the Start time to view the Call Session information

 

Call List (Internal)

 

A list of individual internal call segments

 
Notion image
 

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

 

Call List (Non-Segmented)

 

Only the total data for an entire call is displayed

 
Notion image
 

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

 

Call List (Recorded Calls)

 

List of all calls with an associated recording

 
Notion image
 

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

 

Call List (Segmented)

 

Expands every segment of a call into separate rows

 
Notion image
 

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

 

Call List (Trunk to Trunk)

 

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

 
Notion image
 

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

 

Call List (Unreturned Abandoned Calls - no filter)

 

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.

 
Notion image
 

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

 

Call List (Unreturned Abandoned Calls)

 

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.

 
Notion image
 

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

 

Route Path Reports

Incoming Calls by Route Path Name

 

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.

 
Notion image

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

 

Incoming Calls by Route Path Number

 

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

 
Notion image

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

Call Tag Reports

Call Tag Summary

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

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.

Schedules

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.

 
Notion image
 

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

 
Notion image
 

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

 
Notion image
 

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

 
Notion image
 

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.

 
Notion image
 

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

Notion image

Favorites

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

 
Notion image
 

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

 
Notion image

Recent

 

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

 
Notion image

Settings

 

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.

Portal

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

Notion image
 
  • Favorites - Toggle the favorite items section and the ability to add/remove favorites
  • Recent - Toggle visibility of the recent items section
  • Wallboards - Toggle visibility of the wallboard section for all workspaces
  • Dashboard - Toggle visibility of the dashboard section for all workspaces
  • Schedules - Toggle visibility of the schedules section for all workspaces
  • Home - Toggle visibility of the home page
 
Notion image
Notion image
 

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.

 
Notion image
 

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.

 
Notion image
 

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.

 
Notion image
 

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

Notion image
 

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

 
Notion image
 

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

 
Notion image
 

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

 
Notion image
 

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

 
Notion image
 

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

 
Notion image

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.

 
Notion image
 

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.

 
Notion image
 

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

 
Notion image

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.

 
 
Notion image
 

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

 
Ignore short ringing calls
When this setting is enabled, any call marked as short ringing will be ignored.
Short ringing call threshold1
This threshold is used to control which calls are treated as short ringing. Any call with a duration less than this value (in the first segment) will meet the criteria.
Ignore short answered calls
When this setting is enabled, any call marked as short answered will be ignored.
Short answered call threshold1
This threshold is used to remove short answered calls from reports so that they do not affect statistics. When configured, any call with a talk time of less than the Short answered threshold will be flagged as 'Short'. These calls can then be filtered out of reports if required.
Local area codes1
To allow the system to identify which calls are local, enter a comma separated list of local area codes here.
Number of outbound lines
This setting should be configured with the maximum number of external lines that are available to use on the communications platform. This value is then used to work out the 'Trunk Percent Usage' statistics on the Trunk Usage reports.
Duration group interval
This setting controls the interval used for Calls by Duration / Ring Time / Talk

Notion image
 

Call Tags

 

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.

 
Value Types
Parameters
Example Usage
Text
N/A - Tag values can be anything up to 50 characters in length.
Adding custom information such as reference numbers.
Yes/No
N/A
Flagging calls as VIP or a Sale.
Pick List
When this type is selected, one or more valid items must be added on the 'Items' tab before saving.
Categorize calls by type or outcome.
Numeric
Enter a valid range in which the number value tagged can fall between.
Rate a call for performance.
Link Record
Enter a valid URL with a place holder {value} where the tagged data will be inserted.e.g. https://force.com/lightning/r/Contact/{value}/view
Add a reference number with a link, such as an Order or Support Ticket number.
 

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

 
Notion image

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

Did this answer your question?
😞
😐
🤩