Call reports provide a view of the incoming and outgoing calls received by or made by your occupier users.
The summary view provides information about your occupier as a whole, describing the total duration or count of calls to and from your phone numbers.
The details view (or individual report) describes the calls made by and received by a single user in more detail.
Info: This information is particularly useful to companies who have a focus on customer support or sales, and can be used to assess the performance of individual users.
Reporting tasks
Before you begin
You can only view the Calls report if you are a telephony user who subscribes to the Enhanced call reports service.
Tip: If you cannot see the Reports or Calls options, and you want to view this report, you should contact us.
Accessing Call reports
From the main menu, click Reports.
The Bandwidth usage report page opens.From the navigation buttons above the main report window, click Calls.
The Call report - Summary view opens. For details, see Summary view.To navigate to the details view for any of your users, click the line that represents that user in the report.
The Call report - Details view opens. For details, see Details view.
Whenever you change the report settings (right-hand panel), the report in the main editor is refreshed immediately.
Tips:
You can interact with the reports themselves in the main report window. Different options are available for each of the different views.
You can download a CSV file containing all of the call data that is currently visible in the page.
Call report details
Summary view
This is the "group report" that shows an overview of the calls to or from phone numbers that are allocated to your occupier. If numbers are assigned to a user or labeled with a display name, that name is displayed above the phone number in the report.
Note: By default, this report shows the average duration of incoming and outgoing calls made by or received by your users today, with the longest average duration at the top. you can change the content of the report by changing the Settings.
Main editor
Field | Description |
Header:
| At the top of the page is the name of the report type (Calls) and the details of the time period that is currently selected. |
Export CSV | Click Export CSV to download the Call Summary report. The exported CSV is filtered according to your current settings. For more details, see Settings. |
User / phone number details:
| Each bar on the report represents some metric about the calls to or from a particular phone number. Each row comprises:
Notes:
|
Click phone number bar | Click the relevant horizontal bar to open the individual report for that phone number. For more details, see Details view. |
Settings
Field | Description |
Site | If you occupy a number of sites, select the site that you'd like to run the call report for. |
Date:
<Selected date> | Select the date range for your report. Click on one of the buttons to open a "calendar tool" and select the date range. The currently <selected date> range is displayed below the buttons. |
Direction:
| Select which calls you want to include in the report:
|
Call type:
| The "call type" indicates calls that are either:
Select Internal or External to filter which calls that you want to include in the report.
Select All to include all calls in this report. |
Metric:
| This setting indicates what the horizontal bars represent on the graph. Note that each bar is describing the metric for the single user / phone number named by the label.
Select the option that you want the report to measure:
|
Extensions:
| You can filter the report to include or exclude individual users / phone numbers using the Extensions list.
|
Details view
The details view shows details of all calls made by or received by a single user.
Main editor
Field | Description |
Header:
| Basic details for the selected user, as clicked on the preceding page. The currently period that the report covers. |
Export CSV | Click Export CSV to download the Details report. The exported CSV is filtered according to your current settings. For more details, see Settings. XXX True? XXX |
Search | Search on what? Just the number or number/name? |
Settings
You can still use the filters to the right of the main editor to change the time period, or limit the view to inbound or outbound calls. For more information, see Settings.
Note: Select different user from the drop-down list, or select back to return to the group report.