<a id="Introduction"></a> |
The Call Volumes report enables you to get a complete picture of your call volumes by site, group or user. This drill-able report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blocks. Internal and external calls are itemised separately and every value can be shown as either a percentage or a number.
<a id="Running the report"></a> |
On the Reports screen, select the Call volumes report from the left-hand pane and click the button.
A new window will appear, where you can set the parameters of your report.
For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".
There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:
| Period | Description |
|---|---|
| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively. |
In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the drop-down list and specifying your own
,
,
and
of the period you want to report on.
Once you have set the reporting period, click on the button to set additional report parameters and options, or select the button to run the report immediately.
The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.
To report on a particular site, select it from the drop-down list or select All sites .
If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.
If both a site and group have been selected, you can further limit the report's results to include calls by a particular user by selecting it from the drop-down list.
If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have selected the scope of your report, click on the button to set additional report parameters and options. To run the report immediately without doing so, click the button.
This option allows you to filter out certain calls from your results, by selecting the values of the parameters.
These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press thebutton to skip.
Please find a brief description of all filters below:
If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter this code in the field provided.
To report on more than one account code, you can use a comma to separate the entries.
This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave the default setting as All calls.
If you want to report on one call type in particular, expand the drop-down list and select from the available options.
If you use more than one carrier, you can choose which carrier's calls to report on. To report on all calls from all carriers, leave the default setting as All carriers.
If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.
The Caller Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.
You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for calls from Tri-Line you would enter 02072652600.
This filter accepts the comparison operators ! and * (e.g. to exclude calls from Tri-Line, you would use !020726526*). To report on more than one CLI, user a comma to separate the entries.
If you want to add a filter for call costs, type in the cost you wish to define, as shown below.
This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).
If you want to filter calls to a specific, known destination, you can type the destination in the field provided. This filter accepts the comparison operators ! and *.
For example, if you want to exclude all calls to France, enter , as shown below:
To filter calls to a specific number, type the number that was dialled in the box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extension.
To filter calls to a specific area, a partial number may be entered (e.g. 0033, for calls to France).
This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).
To filter calls above or below a particular duration, enter the number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).
In the above example, the filter will look for calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).
If you are using Least Cost Routing (LCR), you may want to filter your results the by LCR code, in order to check a bill from your LCR provider. To do this, enter the LCR code in the box provided.
This filter accepts the comparison operators ! and * (e.g. to exclude a specific LCR code, add the code with the required operators !162*)
This option allows you to filter calls based on their response time.The results will be filtered according to the response time threshold that you define in the provided field. The threshold you specify will be measured in seconds.
In the above example, the search results will display calls that have a response time above 10 seconds.
This option allows you to filter calls based on the start time of the call, which is basically the time of day the call started. Enter your preferred start time in the field provided, using the following format hh:mm:ss.
For example, if you want your results to include calls logged after 10 a.m. only, you need to enter 10:00:00 in the Start time field, as shown below:
If you want to filter your results by a trunk access code, enter this in the field provided. For example, to exclude all calls with access code 9, add !9 in the filed provided.
This filter accepts the comparison operators ! and *.
This section allows you to further narrow down your report results, by excluding certain types of calls or sorting the results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.
If you would like to exclude weekend calls from the search results, simply select the tick-box to exclude weekend calls.
If you want to show unconnected calls, tick this box.
Tick this option if you would like to exclude any entity which has not been used.
Expanding the drop-down list available, you can choose whether you would like the results of the report to appear in ascending or descending order.
You may choose the order in which results are sorted by selecting the appropriate option from the list provided:
<a id="Creating the report"></a> |
When you have chosen a reporting period, and are happy with your selections, you have two options:
If you click on the button, the report will run instantly in your chosen format.
If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.
<a id="The report's results"></a> |
When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.
The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The WEB format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more details.
The report is divided into three sections: Graph, Details and Summary.
The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show external and internal calls. A simple toggle button on the top right of the screen, allows the user to flip between call volumes and percentages.
The Details section for the call volumes report replaces the graph with the actual volumes (or percentages) for each timeslot throughout the day as shown below.
By floating your mouse over any volume figure shown you will see the % it represents. Alternatively if you float over any % figure shown, you will see the volume represented.
All figures (%) shown are drillable, so simply click on it to drill-down to itemised call details as shown here:
Each column of the table is described here:
| Header | Description |
|---|---|
| Date & Time | Shows the date and time the calls was started. |
| Source | Details of where the call originated. |
| CLI | Shows the caller line identity of the incoming call. |
| Route | Shows the number that was dialled, in the case of an outgoing or internal call. |
| Destination | For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call. |
| Response | The response field shows the length of time it took before the call was answered i.e. the response time. |
| Duration | Shows the duration of the call in hours, minutes and seconds. |
| Cost | Shows the cost of the call. |
 | Shows only if there is a recording associated with the call. To play, simply click on this icon. |
In addition, at the foot of the table, totals are provided where applicable.
To see a summary of all calls for the period that you defined, just click on the tab.
If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-