Reporting for Admins

Reporting

Reporting section is divided into two areas: Call Center and Call Analytics. Each section focuses on two different functional areas with the UCaaS platform. Call Center reports relate only to Call Center items such as Agents, Queues, or Tiers including usage by each element (minutes, extensions, inbound or outbound calls). Call Analytics cover the metrics about voice calling, including usage (minutes, extensions, inbound or outbound calls).

Please note, if a Call Center has not been configured on the account, you cannot run a Call Center report.  You are unable to select an AGENT, QUEUE or TIER as the menus show “No results found”.

IMPORTANT NOTE: Call data for Call Analytics and Call Center reporting is kept for a 6 month period. Therefore, reports extend back 6 months from the current calendar date, regardless of the calendar parameters set in the report. For example, if the report parameters are set from April 1 to June 1, and the current date is July 23, the reporting information is available. However, the same inquiry from April 1 to June 1, and the current date is November 1, then data is only available from May 1 to June 1, or six months back from the current calendar date.

What you will learn:

• Call Center
  • Agent Report
  • Agent Phone Report
  • Agent Status Report
  • Agent tier Report
  • Call Report
  • Queue Report
  • Route Report
• Call Analytics
  • Analytics Call Report
  • Call Report By Extension
  • international Call Report
  • Offshore Call Report
  • Phone Number Usage

To view all of the call center report, navigate to Reporting > Call Center.

To view all of the call analytics report, navigate to Reporting > Call Analytics.

Call Center

Call Center reports provide extremely valuable insights to Call Center supervisory personnel as the reports detail Agent, Queue and Tier metrics in detail. These analytics can assist Call Center managers to better allocate resources, improve call handling, reduce wait times, and raise customer satisfaction.

Agent Report

A report on all activity by agent. To generate an agent report:

1. Navigate to Reporting > Call Center > Agent Report.
2. Select the Start Date, End Date and Queue from the drop down menu.
3. Click Run. A new window will appear, displaying the all report from the selected start date to the set end date.
4. If necessary, you may export your data to a CSV file by clicking on the Export to CSV button in the right upper corner.

 

Agent Phone Report

A phone report on all activity by agent. To generate an agent phone report:

1. Navigate to Reporting > Call Center > Agent Phone Report.
2. Select an agent from the drop down menu.
3. Click Run. A new window will appear, displaying the associated DID or extension for the selected agent.

 

Agent Status Report

Agent Status Report provide operation details of all your agent status changes within a specific period of time. To generate an agent status report:

1. Navigate to Reporting > Call Center > Agent Status Report.
2. Select the Start Date, End Date and Agent from the drop down menu.
3. Click Run. A new window will appear, displaying all status reports from the selected start date to the set end date. The report logs the changes in Agent status between the selected dates.

1. 

 

Agent/Tier Report

A tier report on all activity by agent. To generate an agent/tier report:

1. Navigate to Reporting > Call Center > Agent/Tier Report.
2. Select the Agent and Queue from the drop down menu.
3. Click Run. A new window will appear, displaying the all status reports from the selected start date to the set end date.
4. 

Call Report

A report on all call center calls. The report can be filtered to a specific agent, or a specific queue. To generate a Call Center Call Report:

1. Navigate to Reporting > Call Center > Call Center Call Report.
2. Select the Start Date, End Date, Queue and Agent from the drop down menu.
3. Click Run. A new window will appear, displaying detailed call information for the selected agent and queue and from the input start and end dates.
4. If necessary, you may export your data to a CSV file by clicking on the Export to CSV button in the right upper corner.

To switch to the visual representation of the report, click the View Chart button.

 

Queue Report

A report on all activity by queue. For example; all calls to the sales queue. Reports are then broken down by agent. To generate a Queue report:

1. Navigate to Reporting > Call Center > Queue Report.
2. Select the Start Date, End Date and Queue from the drop down menu.
3. Click Run. A new window will appear, displaying total calls, handled calls, abandoned calls, and average wait time for the selected queue between the dates.

 

Route Report

A report on a route. For example; you may have a route for extension 2 that goes to 2 different sales queues. Both queues are represented in this report. To generate a Route report:

1. Navigate to Reporting > Call Center > Route Report.
2. Select the Start Date, End Date and Route/Extension from the drop down menu.
3. Click Run. A new window will appear, displaying total calls, handled calls, abandoned calls, unanswered calls and average wait time for the selected route between the dates.
4. 

Call Analytics

The Call Analytics reports measure, collect, analyze, and report on phone call data. Detailed insights are available to help supervisory personnel understand usage by individual or group.

Analytics Call Report

The call report displays the total number of calls made on the selected search date. Similarly you can view agent whose email address or phone number was used to register in the system, which calls were made to ConnectMe, whether they were inbound, outbound, or internal.

To generate a Call report:

1. 1. Navigate to Reporting > Call Analytics > Call Report.
      
   2. Select the Start Date, End Date, Status and Extension from the drop down menu.
   3. Click Run. A new window will appear, displaying all call reports from selected start date to the set end date.

Call Report By Extension

This report criteria summarizes all calls made by an extension. To generate a Call report by extension:

1. 1. Navigate to Reporting > Call Analytics > Call- By Extension.
      
   2. Select the Start Date, End Date, and Extension from the drop down menu.
   3. If necessary, check the boxes Outbound Follow-Me and Internal.
   4. Click Run. A new window will appear, displaying all call reports from selected start date to the set end date.
   5. If necessary, you may export your data to a CSV file by clicking on the Export to CSV button in the right upper corner.

Call Report Extension Detail

The report is a more detailed account of all calls handled by an extension.

Conference Bridge Summary

All calls related to the conference bridge is reported here by summary. To generate conference bridge summary:

1. Navigate to Reporting > Call Analytics > Conference Bridge.
   
2. Select the Start Date, End Date, and Extension from the drop down menu.
3. Click Run. A new window will appear, displaying all call reports from selected start date to the set end date.

Conference Bridge Details

The report is a more detailed account of all calls from the conference bridge.

International Call Report

The report shows each number’s international calls, including the Country, Rate, and Charge for each call.

To generate an international call report:

1. Navigate to Reporting > Call Analytics > International Call Report.
2. Select the Start Date and  End Date.
3. Click Run. A new window will appear, displaying all call reports from the selected start date to the set end date.

Offshore Call Report

The report shows each number’s offshore call report.

To generate an offshore call report:

1. Navigate to Reporting > Call Analytics > Offshore Call Report.
2. Select the Start Date and  End Date.
3. Click Run. A new window will appear, displaying all call reports from the selected start date to the set end date.

Phone Number Usage

The report details each number’s calls within the system, including the number of calls and minutes they have made. To generate phone number usage:

1. Navigate to Reporting > Call Analytics > Phone Number Usage.
2. Select the Start Date and End Date.
3. Click Run. A new window will appear, displaying all call reports from the selected start date to the set end date.
4. If necessary, you may export your data to a CSV file by clicking on the Export to CSV button in the right upper corner.

Recent Inbound – Outbound Calls

The report contains a detailed list of all calls you’ve made, answered, or missed.

Scheduled Report

Scheduled reports are those that start on their own at a certain time. You can set up a report to run automatically every day, every week, or every month.

To view the scheduled report, navigate to Reporting > Call Analytics > Scheduled Report.

Edit Scheduled Report

You may also modify or delete a Scheduled Report by selecting it and clicking the edit or delete icon next to it.

View/Add Recipients

you can include one or more email recipients for the report.

To view or add recipients:

1. Click the View/Add Recipients link. A new window will appear.
   
   
2. Click the + Add New button. The Add Email Recipient window will appear.
3. Enter the email address of the recipients.
4. Click Save.