Report Templates #

The system provides a series of report templates that can be used to create and run reports. The choice of template defines the following report attributes:

• Segmented or Non-segmented Data -> Which type of call data is reported on
• Fields -> What fields are available to select by the user
• Grouping -> How the data should be grouped and summarized (if at all). For example, a list of call records would usually have no grouping, each call and it's associated properties can be viewed. If however the data is grouped by Telephone Number, aggregate columns become available such as Total Calls and Total Ring Time etc.

When creating a new report, a template must first be chosen before columns can be selected. Each template has a set of default columns which will automatically be visible, but can be added or removed by the user. When editing a report, if the template is changed, the selected columns will automatically be changed to the template's defaults.

info
Refer to the Aggregated Data section for more information on grouped and call list reports.

Available Templates #

The following templates are available for creating reports.

Account Reports #

View call information at account level. Compare traffic through different communications platform accounts.

note
The Account Report templates will only appear if there is more than one communication server account (PBX) licensed.

Agent Reports #

View call and status information for individual agents. Compare agent performance including time on duty, time in wrap etc.

note
Agent reports may not be visible if your account has not got Agent functionality switched on.

Call Costs #

View lists and summarized call costs.

Call Lists #

View lists of individual calls or call segments. Call lists can show all the details stored about each call and can be filtered to find specific telephone calls.

Call Tag Reports #

View a summary of calls that have been a value added for a specific tag.

Caller ID & DID Reports #

View calls summarized by the telephone numbers involved in the calls: caller ID, DID and dialed numbers. Identify the top dialed numbers, which customers call the most and spread of incoming calls across DIDs.

Performance #

View abandoned calls summarized by time, and calls abandoned and answered by service level.

tip
Service level fields on reports are broken down by the Ring Duration Thresholds set on the workspace the report is running in.

Queue Reports #

View calls summarized by the queue or group where a call has been routed. Queue reports are useful for comparing team performance.

Route Path Reports #

View calls summarized by the route path name or number. Route path reports are useful or seeing where calls have routed within the communications platform to help monitor customer experience.

note
If using ACDC, incoming Route Path prefixes can not be correctly modeled due to a lack of events linking the original call to the ACDC user call.

Time-Based Reports #

View call traffic summarized by date and time. Time-based reports are useful for tracking performance and traffic to identify patterns.

User & Device Reports #

View calls summarized by the user or device that was involved in the call. Monitor user performance and compare performance between users.

tip
If an email address is appearing as the User Id instead of a number, a Presence ID needs to be assigned to the user on the communications platform.

info
Each of the call list report templates (Call List, Call List (Segmented) & Unreturned Abandoned Calls) has a fixed limit of 5,000 rows of call data. If the date range for a report is configured and the resulting data would generate more than 5,000 rows, only the first 5,000 rows will get returned. When this happens, a warning message will appear on the screen alerting to this fact. To remove the warning, reduce the date range the report is being run for or apply a filter to restrict the result set. Alternatively schedule the report to return all records.