Guide to Viewing Call Reports

Contents

• Outbound Call Statistics

• Inbound Call Statistics

• Internal Call Statistics

• Call Center Answered Calls Statistics (Queue)

• Call Center Unanswered Calls Statistics (Queue)

• Call Center Agent Unanswered Calls Statistics (Queue)

Outbound Call Statistics

In the “Report” tab, select “Outgoing”.

Explanation of Report Contents:

• Calldate: Date and time when the call occurred.

• Caller ID: The extension number that made the outbound call.

• Destination: The phone number that received the outbound call.

• User: The web account information associated with the extension making the call.

• Time Calling: Duration of the call (in seconds).

• Pay: Amount to be paid for the call (in the local currency).

• Status: Call status.

  • ANSWER: The call was successfully connected.

  • CANCEL: The call was canceled by the caller or receiver.

  • BUSY: The recipient's phone was busy.

  • CONGESTION: The call was blocked by the number.

• Download: Listen to or download the call recording if available.

Inbound Call Statistics

In the “Report” tab, select “Incomings”

Explanation of Report Contents:

• Calldate: Date and time when the call occurred.

• Caller ID: The phone number from which the call was received.

• TelePhone Number: The number that received the inbound call.

• Destination: The extension that received the inbound call.

• User: The web account information associated with the extension receiving the call.

• Time Calling: Duration of the call (in seconds) from when it entered the system until it ended.

• Status: Call status.

  • ANSWER: The call was successfully answered.

  • CANCEL: The call was canceled by the caller or the recipient.

  • BUSY: The recipient's phone was busy.

• Download: Listen to or download the call recording if available.

Internal Call Statistics

In the “Report” tab, select “Local Call”

Explanation of Report Contents:

• Calldate: Date and time when the call occurred.

• Caller ID: The extension number that made the call.

• Destination: The extension number that received the call.

• User: The web account information associated with the extension receiving the call.

• Time Calling: Duration of the call (in seconds).

• Status: Call status.

  • ANSWER: The call was successfully answered.

  • CANCEL: The call was canceled by the caller or the recipient.

  • BUSY: The recipient's phone was busy.

• Download: Listen to or download the call recording if available.

Answered Call Statistics for Call Center (Queue)

In the “Queue Report” tab, select “Detail Answered Call”

• Calldate: Date and time when the call occurred.

• Caller ID: The phone number that made the call.

• Queue: The Call Center queue that received the call.

• Destination: The extension that answered the call.

• Talk Time: Duration of the call (in seconds).

• Hold Time: Time the call was held in the queue (in seconds).

• Reason: Indicates who ended the call first.

• Download: Listen to or download the call recording if available.

Missed Call Statistics for Call Center (Queue)

In the “Queue Report” tab, select “Detail Unanswered Call”

Explanation of Report Contents:

• Calldate: Date and time when the call occurred.

• Caller ID: The phone number that made the call.

• Queues: The Call Center queue that received the call.

• Hold Time: Time the call was held in the queue (in seconds).

Agent Unanswered Call Statistics in Call Center (Queue)

In the “Queue Report” tab, select “Agent No Answer”

Explanation of Report Contents:

• Calldate: Date and time when the call occurred.

• Caller ID: The phone number or extension that made the call.

• Queues: The Call Center queue that received the call.

• Agent Name: The extension number or identifier of the agent who was assigned to answer the call.

• Destination: The internal number of the agent.

• Hold Time: Time the call was held in the queue (in seconds).

• Times: Number of times the call rang at the agent’s extension.