REPORTING
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.
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:
- Navigate to Reporting > Call Center > Agent Report.
- Select the Start Date, End Date and Queue from the drop down menu.
- Click Run. A new window will appear, displaying the all report from the selected start date to the set end date.
- 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:
- Navigate to Reporting > Call Center > Agent Phone Report.
- Select an agent from the drop down menu.
- 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:
- Navigate to Reporting > Call Center > Agent Status Report.
- Select the Start Date, End Date and Agent from the drop down menu.
- 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.
Agent/Tier Report
A tier report on all activity by agent. To generate an agent/tier report:
- Navigate to Reporting > Call Center > Agent/Tier Report.
- Select the Agent and Queue from the drop down menu.
- Click Run. A new window will appear, displaying the all status reports from the selected start date to the set end date.
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:
- Navigate to Reporting > Call Center > Call Report.
- Select the Start Date, End Date, Queue and Agent from the drop down menu.
- 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.
- 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:
- Navigate to Reporting > Call Center > Queue Report.
- Select the Start Date, End Date and Queue from the drop down menu.
- 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:
- Navigate to Reporting > Call Center > Route Report.
- Select the Start Date, End Date, and Route/Extension from the drop-down menu.
- 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.
CALL ANALYTICS REPORT
The Call Analytics reports a measure, collect, analyze, and report phone call data. Detailed insights are available to help supervisory personnel understand usage by individuals or groups.
Call Analytics Report
The call report displays the total number of calls made on the selected search date. Similarly, you can view agents whose email address or phone number was used to register in the system, and which calls were made to ConnectMe, whether they were inbound, outbound, or internal.
To generate a Call report:
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- Navigate to Reporting > Call Analytics > Call Report.
- Select the Start Date, End Date, Status, and Extension from the drop-down menu.
- Click Run. A new window will appear, displaying all call reports from the selected start date to the set end date.
- Navigate to Reporting > Call Analytics > Call Report.
Call Report By Extension
This report criterion summarizes all calls made by an extension. To generate a Call report by extension:
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- Navigate to Reporting > Call Analytics > Call- By Extension.
- Select the Start Date, End Date, and Extension from the drop-down menu.
- If necessary, check the boxes Outbound Follow-Me and Internal.
- Click Run. A new window will appear, displaying all call reports from the selected start date to the set end date.
- If necessary, you may export your data to a CSV file by clicking on the Export to CSV button in the right upper corner.
- Navigate to Reporting > Call Analytics > Call- By Extension.
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 are reported here by summary. To generate a conference bridge summary:
- Navigate to Reporting > Call Analytics > Conference Bridge.
- Select the Start Date, End Date, and Extension from the drop-down menu.
- Click Run. A new window will appear, displaying all call reports from the 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.
Offshore Call Report
The report shows each number’s offshore call report.
OUTBOUND CALL STATS
The report contains statistic totals and averages for the selected extensions outbound calls.
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:
- Navigate to Reporting > Call Analytics > Phone Number Usage.
- Select the Start Date and End Date.
- Click Run. A new window will appear, displaying all call reports from selected start date to the set end date.
- 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 automatically generated at a predetermined interval and can be downloaded from the portal or emailed as attachments to a recipient list.
They can also be generated instantly like the other types of reports.
Note: Scheduled reports will export ALL data, unlike other reports that only export displayed data.
Add New Report
To add a new scheduled report:
Click on the +Add New button in the top left corner. A new page will appear.
- Select a Report Type
- Call Center Report
- Call Detail Report
- Call Report
- Phone Number Usage Report
- Add a Report Name
- Add a Report Description (Optional)
- Select the Frequency.
One-time frequency will allow you to select a time and date to generate a report.
Daily or Monthly will allow you to select the days the report gets sent out.
Monthly will allow you to select a day of the month that it gets sent out.
Completed Reports
To view completed reports, click the hamburger menu to the left of the report name:
OUTBOUND CALLS/HOUR
This report provides a list of outbound calls made per hour for the selected extension.
Calls In Progress
Calls In Progress is where you can view live calls in action. This is especially handy if you are troubleshooting calls and routing issues.
To view a call in progress, navigate to Reporting > Call Analytics > Calls In Progress