Usage
With Saved Reports you can generate customizable phone system reports with a selection of date range, report type, Key Performance Indicators, and various filters. Reports can be generated instantly or saved for repeated future use. Saved reports can be run manually as needed or can be generated automatically and emailed on a schedule.
Saved Reports integrates directly and shares parameters with the Analytics Dashboard and the Call History report to generate and show related charts, KPI statistics, and call details.
Existing Report Details and Options
Existing reports are listed under the Name, Description, Type (see report type below), and Next Schedule (the next date for email delivery of the report) columns. You can sort columns in ascending or descending order, indicated by a small arrow, by clicking their title.
Click an existing report to edit it. Report parameters and options are the same as when adding a new report and are explained below.
Schedules reports are marked as Daily, Weekly, or Monthly delivery and with 
icon. You can disable the report's delivery automation by clicking this icon. Click the icon again to reenable the schedule.
Clicking a report's menu (
) shows the following options:
- Run report: Self-explanatory. This will generate and display the report.
When the report is generated you can export it as a CSV file (
), run it in Analytics (
), run it as a Call History report (
), or Edit, Copy, and Delete it.
- Edit (
): Modifies the report's parameters and options. - Run Analytics (
): Opens and runs the Analytics Dashboard using the report's date range, KPIs, filters, and grouping. - Run Call History (
): Opens and runs a Call History Report using the report's date range, KPIs, filters, and grouping. - Copy (
): Creates a copy of the report that you can edit and use for testing and variations. - Send Now (
): Generates the report and delivers it to all email addresses on its schedule (only available for scheduled reports.) - Switch Ownership (
): This option is only available for users with an Account Owner role. It changes the ownership of the report and moves it between "Owned Reports" and "All Reports" lists or vice versa.
Reports are grouped under two lists:
- Owned Reports: These are reports you created and have all the report options described above.
- All Reports: These are reports that are created by other users. You can see, run, edit, and delete reports on this list if you have an Account Owner role. A user with a custom role providing access to Saved Reports and All Reports viewing permission can view the All Reports list but cannot edit other users' reports. Admin center roles are discussed here.
Adding a New Report
Report Type
There are five types of reports that you can generate when you select ADD REPORT:
- Report by Phone Calls: Provides details about the phone numbers and durations of all calls on both internal lines and external (ten-digit) phone numbers.
- Report by Phone Numbers: Provides details about the phone numbers and durations of calls placed or received on your external ten-digit phone numbers.
- Report by groups: Coming soon.
- Report by Users: Provides details about the numbers and durations of calls placed or received by your phone system users.
- Report by callers: Coming soon.
Saving and Previewing
When you add a new report you can Save & Run it (generate it instantly) or Save & Close (save it for repeated future use.)
You can also click PREVIEW DATA to examine the results generated by the report. If you are satisfied select Save & Close, otherwise select CONTINUE EDITING to modify the report's parameters and options.
Name, Owner, and Date Range
Name/Description: Self-explanatory. Description is optional, but if the report is to be shared with other users do consider adding a description of its function.
Owner (only available for users with Account Owner role): Lets you select and change the owner of the report. An owner of a report can always see it under his Owned Reports list. If a user doesn't own the report it will show under the All Reports list if the user has an Account Owner role or a custom role with All Reports viewing permission.
Date Range: Select the start and end dates from which you want to include data for the report. The available choices start from Today and go all the way back to Last Year. Selecting Custom will let you select any date range of your choice. Click in the Enter a custom date range field to enter the date manually with your keyboard or click 
to select it from a calendar.
Configuring KPIs
Check or uncheck the KPIs you want to include or remove in the report. Key Performance Indicators is a term that describes measurable performance for a company or a system. These are basically various values of the call, users, and group activity shown for the date range you selected.
KPIs are measured in the report for the entire date range you selected or per time interval unit.
Note that some KPIs are not applicable and therefore not available with some reports. For example, the Phone Numbers report does not include the Internal Calls KPI because internal calls take place on internal lines and not on ten-digit phone numbers.
- All Calls: The number of missed, answered, and abandoned calls. Internal calls between users are only counted as one call (even though technically they involve both an outgoing call for one user and an incoming call for the other).
- Voicemail (not available when selecting "Report by Users"): Voicemail calls are the total number of calls that were not answered and reached a user's (or a department's) voicemail.
- Talk Duration: A sum of the talking time involving callers and users, from the moment a call is answered.
- Missed calls: All unanswered calls, excluding voicemail calls, such as calls that were declined by the recipient, calls that were abandoned, calls to lines that have no voicemail configured, or calls that were routed to destinations that terminated the call (busy tone, logged out users, etc.)
- Answered Calls: The number of calls that were answered by users/agents.
- Call Duration: The sum of combined durations for calls' holding and talking time.
- Incoming Calls/Outgoing Calls: Outgoing calls are calls placed by users. Incoming calls are calls arriving from external callers or other users.
- Abandoned Calls (not available when selecting "Repor by Users"): Calls hung up by the caller while he was waiting on hold.
- Repeated Calls: Repeated calls originate from the same number on the same day.
- Internal Calls (not available when selecting "Report by Phone Numbers"): Internal calls between users are considered outgoing calls on the caller's side and incoming calls on the recipient's side but are counted as one incoming call.
- Group Calls: Calls routed to a call queue or a hunt group (usually from an IVR).
Group By / Interval / Summarize By
Grouping lets you combine and summarize the report's data values and display them under time units determined from the Intervals menu. For example, as shown in the figure, if you have a date range of "Last 90 Days", grouping the report by "Day of Week" with a "1 day" interval will generate a report with seven rows corresponding to the seven days of the week, adding up each day's values in the last 90 days.
Grouping values allow you to analyze and compare periods of activity. For example, you can compare the total number of incoming calls during weekdays with weekends to consider if you need to move agents between the weekday and weekend shifts.
The Grouping options ("Group by", "Intervals", "Summarize by") are only available when you create a "Report by Phone Calls" because the values of this report (days, hours, months, etc.) are not unique. The other reports, however, cannot be grouped because each value is unique. For example, there is only one user called Louise Williams so you cannot display a Louise Willams group.
There is a sorting option for reports that cannot be grouped.
Group by has the following options:
- None: Call activity is not grouped and instead the displayed report values are determined by the Interval option! With the same example of "Last 90 days", a "1 day" interval will result in a report with 90 rows while a "1 hour" interval will result in a report with 2160 rows (90 days x 24 hours).
- Hour of Day: Makes a 24-rows report corresponding to 24-hour time units (12 AM-11 PM). Activity is grouped for each round hour and the only interval choice is "1 hour"
- Day of Week: Divides the report into 7-day units (Sunday-Saturday). Activity can be grouped for each day of the week (interval is "1 day") or for each hour or each day of the week (interval is "1 hour").
- Day of Month: Divides the report into 31-day units (1st of the month-31th of the month). Activity can be grouped for each day of the month (interval is "1 day") or for each hour or each day of the month (interval is "1 hour").
- Month of Year: Divides the report into 12-month units (January-December). Activity can be grouped for each month of the year (interval is "1 month") or by 3 months (Interval is "1 quarter").
Intervals
The Interval option determines what time units are used for dividing the report's date range or grouping. Each time unit corresponds to a row in the report.
If the "Group by:" option is set to None you have the freedom to select any time/date value, including a "1 year" interval (which will only really work if your date range covers several years).
Do consider that selecting the 1 Hour interval without grouping can create massive reports that may be hard to read or analyze. For example, for a date range of an entire year you will get a 8760 rows report (24 hours times 365 days) and the amount of data may be overkill.
For all other "Group by:" options, you can only select certain intervals. For example, if your grouping selection is "Days of Week" you can select to divide the results into hours or days but obviously weeks or months do not apply.
Interval has the following options:
- 1 Hour: Rows represent round hours of calendrical days – like 08/01/24 5PM, or, if grouped, hours of a day – "Tuesday 10 AM", "Tuesday 11 AM", etc.
Calls include all calls for the round hour, that is 9 AM includes all the calls between 9 AM and 10 AM. - 1 Day: Rows represent calendrical days of the month – like 08/01/2024, or, if grouped, days of the week – "Sunday", "Monday", etc.
- 1 Week (not applicable to any of the grouping options): Rows represent weeks of the year – like "2024 Week 20", "2024 Week 21", etc.
- 1 Month: Rows represent whole months of given years – like "June 2024", or, if grouped, just the grouped months – "June", "July", etc.
- 1 Quarter: Rows represent annual quarters – like "Q2 2024", or, if grouped, just the name of the grouped quarters– like "Q2", "Q3", etc.
- 1 Year (not applicable to any of the grouping options): Rows represent whole years – "2024", "2023", etc. Usually, this will result in only one or two rows, unless a multiple year date range is selected.
"Summarize by:"
This option lets you decide how grouped values are calculated and shown – as a sum of all data values or as an average.
To illustrate how this works let's take a 30-days date range and group it as 1 Week with a 1 Day interval. We have four Sundays in this date range with 8, 12, 17, and 3 calls on respectively.
- Sum: For each row, the total sum for each of the same days in the 30-day range is shown. In our example, this means the Sunday row will show a 40 calls sum.
- Average: For each row, the total sum for each of the same days in the 30-day range is first added and then divided by the number of the same days. In our example, this means the Sunday row will show a 10-call average.
Do keep in mind that averaging will only work if your date range includes enough divisible grouped items! Otherwise, the results for averaging will be just the same as the results for summing the data. If, for example, your date range is the "Last 7 Days" grouped as "Day of Week" with "1 day" interval you will only have one Sunday, one Monday, one Tuesday, etc. In this case, averaging the days divides their totals by one, giving you identical results to just summing them.
Sorting
The Sort by: option is only available for reports that cannot be grouped. The available choices are the same as the KPIs you configured for the report. The report will be sorted in descending order according to the sorting KPI you selected.
Data Filters
You can use one or more filters to narrow down or refine the report's results.
Click a filter to show its drop-down list and check or uncheck your preferred choices. Click Apply or just click anywhere on the screen to apply your selections. Select Clear or 
to clear a filter's selections.
The available filters are:
- Phone Numbers/Users/Extensions: Check the relevant choices for these filters that you want to see reports results for. The phone numbers filter applies to ten-digit numbers for external calling.
- Groups: Both queues and hunt groups can be selected here.
- Direction: Select to show Incoming, Outgoing, or Internal calls.
- Status: Select to show calls that were Missed, Answered, or were delivered to the user as a Voicemail.
- Time of day: Use the two sliders to select an hour range, with 15-minute intervals, to show report results for. Any calls outside this time range will be excluded from the report.
- Duration: Use the two sliders to select a call duration, with five seconds intervals, to show report results for. Any call longer than this duration will be excluded from the report.
- Tags:
- Transferred/Not Transferred: Calls that were transferred/not transferred to another user or the call center administrator (using the Active Calls Switchboard or ACD Dashboard).
- Abandoned: Calls hung up by the caller while the call was waiting in a queue or during an IVR greeting.
- Not Abandoned: Calls answered by an agent before the caller decided to hang up.
- Repeated/Not Repeated: Calls that were dialed multiple times on the same number on the same day.
- Recorded/Not Recorded: Calls that were recorded or not recorded. Recordings can be accessed from the Call History Report.
- Contain Transcript/Not Contain Transcript: Telebroad can provide automatic transcriptions for both voicemails (accessed from the Mailboxes screen ) and phone calls. This tag refers to call transcriptions that can be viewed under the call details in the Call History Report.
On Call/Not on Call (only available when selecting the "Analyze Users" report): The "On Call" tag counts users who were already on another call when making or receiving a call. The "Not on Call" filter counts users who were not busy with another call when making or receiving a call. - Day of month/Day of week/Month of year: Further refine the results for specific days or months within the date range.
- Transferred/Not Transferred: Calls that were transferred/not transferred to another user or the call center administrator (using the Active Calls Switchboard or ACD Dashboard).
Email Delivery
Toggle on the Email this report on schedule to enable automatic generation and delivery of reports to a list of email addresses.
Reports can be delivered on a Monthly, Weekly, or Daily schedule. You can only select one hour for delivery. If you need to have a report delivered more than once on a particular day, create a copy of the report and change the time.
You can enter multiple email addresses by separating them with spaces.
When selecting the Time of delivery you should also consider the physical location of the recipients and adjust the Time zone option accordingly. If recipients are located in very different time zones you should probably make copies of the report and change the time zone in each copy to fit the preferred delivery time of recipients.
