Report User Guide

blob1478105101413.png


Generate detailed reports here with complete customizable data. 

 

blob1478105668704.png



There are three types of reports available - by Group, by User, by Date/Timeby Phone Number, and by Call History. When the report screen initially opens, you will see three sample default reports, for Group, User, and Date/Time. This is very helpful as you can edit an existing report instead of creating one from scratch.


Next to each report there is a mini-menu with icon - click it to Run and generate the report, Edit the data fields in it, create a Copy of it so you can make variations of it, or Remove it from the list of reports. You can also run a report just by clicking its name.


If you need to create a new report hover your mouse over the plus icon on the bottom right corner. It will display five new icons. Select the report type you wish to create to open a new window where you will customize the report.


blob1478157966524.png



We will examine all the possible data you can enter in a report in a moment. Once you are finished customizing a new report click Run Report (see sample windows below in any of the sections detailed the different reports).

After the report is generated you can Save a template of it for future use from the mini-menu on the top right corner. You can also Edit the data in it, make a Copy of it, or Remove it from the list of reports.  If you try to exit the screen by clicking the arrow on the top left corner you will be asked if you want to save a template of the report or exit without saving. Exiting the screen takes you back to the list of reports.


You can also download an Excel file of the report by clicking the icon arrow on the bottom right corner.


blob1478160296619.png



Note that the moment you make a new report, copy one, or save one the default sample reports disappear and are replaced by a list of your own created reports. The interface here is identical to the initial screen with mini-menu next to each report and a plus icon to create a new one. 

blob1478161219378.png


Clicking the arrow icon on the top right corner will take you back to Analytics's Welcome Dashboard. All the new reports you created will be saved and available to you once you return here. 

 

Report by User


blob1478275361362.png



Create or Edit the User report by filling or altering the following fields:

 

  • Report Name - Self Explanatory.

  • Report Description - Self Explanatory.

  • Time Frame - Select the time frame for the report from Today, This Week, This Month, or Custom.

    Custom will introduce two additional fields. From Date and To Date.



    Click on either one and select a date range from the pop-up calender window. You can change months with the arrows on the top right and top left corners. Note that you can also select the start or end time for custom frame with the hours dial on the right side.


  • Users - Click in the field to bring up a drop-down menu and select different users the report will apply to. If you made a mistake click the small X next to an agent's name to remove him from the list.

    There is an option here called All Users. Selecting it doesn't actually mean you have selected all the users in the list and will have data generated for each one separately. All Users sums up the data for all the users and display it as one entry. If you literally want to generate a report for each agent you need to select each and every one of them individually.

  • Report Column - Click here and select data columns from the drop-down menu. If you made a mistake click the small X next to a column's name to remove it from the list. Note that you can only select six columns at a time for each report!

    Columns represent the actual data the report will display for the selected users in the selected time frame. 
    The columns available are:

    Answered Calls - The total number of calls each user answered.

    Answered by Mailbox -  The total number of calls each agent did not answer and went to his mailbox.

    Canceled - The total number of calls for each user where the caller hung up the call before it was answered or went to a mailbox.

    Answered Group Calls - The total number of calls that were answered by the user or any other user from his group.

    Outgoing Calls - The total number of calls the user made to clients outside the company.

    Incoming Calls - The total number of calls the user received from clients from outside the company.

    Total Call Duration - The total duration of all incoming and outgoing calls for the user during the selected time period.   



  • Scheduled Reports - This allows you to set a schedule to run and generate the report automatically as well as emailing it to a designated  address. By default this is off. Click to select Daily, Weekly, or Monthly schedule. And then when more fields appear, enter as needed the Time of the day, Day of the week, or Day of the Month when the schedule is going to run.
     

        

    Scheduled reports appear a bit differently in the reports list:



    You can click on the bell icon next to a report to make it Active=Green or inactive=Red. In the mini-menu of a scheduled report you have the additional choice of Send Now to send the report to its designated email address immediately.


Report by Group

 

blob1478277354231.png


Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by User (see above.)

 

  • Groups - Select the groups the report will apply for. As noted above for Users, if you select All Groups here you will get one summarized entry for all the groups. You actually have to select each queue individually if you want to select each and every one of them.

  • Report Column -  Columns represent the actual data the report will display for the selected queues in the selected time frame. The columns available are:

    Calls Group HandledThe total number of calls for all users per group.

    Missed by GroupThe total number of missed calls in a group (that is, the calls no user answered in each group.)

    Answered by User - The total number of calls users answered in a group.

    Total Users - The number of users assigned to a group during the selected time frame.

    Total Talk Duration
    - The total duration of talk time for all calls in a queue. 

    Total Hold Time
     - The total duration of hold time for all calls in a queue.


Report by Phone Number

blob1478278244687.png


Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by User (see above.)

 

  • Phones - Select the phone number the report will apply for. These are all the numbers available for the phone system in your company, including physical numbers and caller IDs. As noted above for Users or Groups, if you select All Numbers here you will get one summarized entry for all the numbers. You actually have to select each number individually if you want to select each and every one of them.

  • Report Column -   The columns available are:

    Incoming Calls - The total number of calls that for a phone number that were recieved from clients from outside the company.

    Outgoing Calls
    - The total number of calls for a phone number that were made to clients outside the company.

    Total Call Duration
     - The total duration of both incoming and outgoing calls for a phone number. 


Report by Time

  

blob1478279642810.png


Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by User (see above.)


  • Report Layout - Select the time interval between each data row in the report. These can be By Hour = every round hour, By half day = every twelve hours, or By day = every twenty four hours.

     
  • Report Data - The Report by Time basically combines Reports by Groups, Users, and Numbers but with a detailed breakdown for each possible time entry during the selected time period. Here you select if you want to have data columns relating to Groups, Users, Numbers or All available data columns.

    If you select either Groups, Users, or Numbers, a new field will appear allowing you to choose groups,  users, or numbers the report will apply to.

    blob1478279775428.png


  • Report Column - What you see here depends on Report Data.

    If Groups is selected  you will have a choice of - Calls Group HandledMissed by Group, Answered by User, Total UsersTotal Talk Duration,  and Total Hold Time. 

    If Users is selected you will have a choice of - Answered Calls, Answered by Mailbox, Canceled,  Answered Group Calls, Outgoing Calls, Incoming Calls, and Total Call Duration.  

    If 
    Numbers is selected you will have a choice of
    Incoming Calls, Outgoing Calls, and Total Call Duration. 


    If All is selected you will see a combination of Users, Groups, and Numbers - (
    Incoming Calls, Outgoing Calls, and Total Call Duration are shared between Numbers and Users but do not repeat.)

Call History Report


blob1478281134824.png


Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by User (see above.)

Otherwise this report is a bit different than the other reports in the sense that you don't select and report columns here. When the reports is generated it will automatically include the following fields:

  • Which User was Called?

  • Status of the call - was it answered or canceled?

  • Start Time of the call

  •  Call Type -  was it incoming, outgoing, or internal call?

  • The Number of the Caller

  • Caller Name

  • Definition of the Calling type destination - did it reach a mailbox, local number, ivr, a queue, or was it hungup?

  • Total Time of the call

  • Talk Time of the call

  • Call End Time.


Also you do not run or save this report but instead you can only Download it.

In terms of selecting what calls the report will apply to, you narrow it down from several filters:

  • Filter by Status - Select if you want the report to show only Answered calls, Not Answered calls, or All - both.

  • Filter by Type - Select if you want the report to show only Outgoing calls, Incoming calls, Internal calls, or All of them.

  • Filter by Groups - Select which only groups you want the report to show calls from. If you select All Groups here, unlike the other reports, you will actually ask the report to show data from every group.  

  • Filter by Users - Select which only users you want the report to show calls from. If you select All Users here, unlike the other reports, you will actually ask the report to show data from every group.  

  • Filter by Called Number - Select which only user dialed phone numbers you want the report to show calls from. If you select All Numbers here, unlike the other reports, you will actually ask the report to show data from every group.

  • Filter by Caller Number  - Enter here any client phone number you want the report to show calls from. There is no drop-down menu here since it will be to big to include all the numbers ever recorded in the data base. 

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.