Report

Hover your mouse over    to display five types of available reports you can create - Report By Group, Report by User, Report by Date/Time, Report by Phone Number, and Call History Report. 

When the report screen initially opens, you will see three sample default reports that you can use as templates - for Group, User, and Date/Time. 

Click    next to each sample report to see relevant report options - Run to 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 it.

If you created a new report click Run Report once you are finished customizing it (see sample windows below in any of the sections about the different reports).

After the report is generated click to Save (a) Template of it for future use. 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.

Download an Excel file of the report by clicking   .

When you create and save a new report or copy one of the sample reports all of the sample reports disappear and just your new or copied reports will show. If you delete all of your reports the sample reports will reappear. 

Click   to search the list of reports. Match results will be displayed as you type.

Report by User

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, Yesterday, This Week, Last Week, This Month, Last Month, or Custom.
  
  

  
  
  Selecting Custom will display two additional fields - From Date and To Date. Click on either and select a date range from the pop-up calendar window. You can change months with the arrows on the top-right and top-left corners.  You can also select the start or end time for the custom time frame with the hours dial on the right side.
  
  
  
  

• Users - click in the Users field to bring up a drop-down menu and select different users the report will apply to. To remove a selected user click X next to his name. Check the All Users box to select all users and uncheck it to remove all of them (if not all users are selected the box shows .)
  
  
  
  There is an option here called Total Users. While the All Users box will have data generated for each user separately, selecting Total Users will sum up the data for all the users and display it as one entry.
  
  
  

• Report Column - select data columns from the drop-down menu. Click 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:
  
  

  • Total Answered Calls - the total number of calls each user answered.
    
    

  • Answered External Calls - the total number of external (inbound from outside callers) calls each user answered.
    
    

  • Answered Internal Calls - the total number of internal calls (from other company users) each user answered.
    
    

  • Answered Group Calls - the total number of calls that were dialed to the user's group that each user picked up.
    
    

  • Total Talk Time - the total added durations of the time each user talked on the phone.
    
    

  • Total Call Duration - the total added durations of calls (talking and holding) for each user.
    
    

  • Min Call Duration - the shortest duration measured among all calls (considering both talk and hold time) per user.
    
    

  • Max Call Duration- the longest duration measured among all calls (considering both talk and hold time) per user.

    
    

  • Avg Call Duration - the average call duration (holding time plus talk time) per user measured by taking the Total Call Duration and dividing it by the number of relevant calls.
    
    
  • Total Missed Calls - the number of calls a user did not answer, both internal and external.
    
    
  • Missed External Calls - the number of external (inbound from outside callers) calls a user did not answer.
    
    
  • Missed Internal Calls - the number of external calls (from other company users) a user did not answer.
    
    
  • Missed Group Calls - the number of calls dialed to each user's group that he failed to answer.
    
    
  • Group Calls Answered By Others - the number of calls dialed to each user's group that were answered by other users in the group.
    
    

  • Answered by Mailbox - the number of calls each user did not answer and went to his mailbox.
    
    

  • Voicemail Returned Calls - the number of calls that resulted in a voicemail message in a user's mailbox that he returned a call to the person who left the message.
    
    

  • Voicemail Not Returned Calls - the number of calls that resulted in a voicemail message in a user's mailbox that he did not return a call to the person who left the message.
    
    
  • Total External Calls - the number of calls from external callers (inbound) received per user.
    
    
  • Total Internal & Transfer Calls - the number of calls from from internal callers (other company users) or calls that were transferred to a user from other internal users. A call from external caller that is transferred to a user counts here as well.
    
    
  • Total Outgoing Calls - the number of calls a user made to external numbers.
    
    
  • Outgoing External Calls - the total number of calls dialed by user(s) to external numbers.
    
    
  • Incoming External Calls - the total number of external calls from outside numbers to users, per user(s).
    
    

• Scheduled Reports - set a schedule to run and generate the report automatically and email it to a designated address. By default this is off.
  
  Click to select a Daily, Weekly, or Monthly schedule. More fields will appear. Enter the Time of the day, Day of the week, or Day of the Month respectively to set the time when the schedule is going to run.
  
  

      
  
  As seen in the following example, 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 (  ) or inactive ( ). In the mini-menu of a scheduled report you have the additional choice of Send Now to generate and send the report to its designated email address immediately.
  
  
  

Report by Group

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.
  
  
  • By Hour - every round hour.
    
    
  • By half day - every 12 hours.
    
    
  • By day - every 24 hours.
    
    
  • By week - every 7 days.
    
    
  • By month - every 30 or 31 days.
    
    

• 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 the groups, users, or numbers the report will apply to.
  
  

  
  

• Report Column - what you see here depends on Report Data.
  
  If Groups is selected  you will have a choice of the columns as described for Report by Group above.
  
  

  If Users is selected  you will have a choice of the columns as described for Report by Users above.
  
  If Numbers is selected  you will have a choice of the columns as described for Report by Phone Number above.
   
  If All is selected you will see a combination of Users, Groups, and Numbers.