Automated reporting is a Manager login-specific function. Most of the reports found under this section correlate to the exports found on the corresponding pages within the TMS. Reports can be set up to be delivered in the desired manner to the Manager on a specified schedule, for example, hourly, daily, weekly or monthly. Available delivery methods include email (to the email address associated with this account) or SFTP, where it is possible to set the address and credentials for an SFTP server where the file will be delivered to. This method of delivery is often used for integration, where the file is ingested into a system on the destination side. There are currently two categories of reports available:
When a category is chosen, the report options will change.
The report will be sent to the file destination chosen and can be read as a CSV file.
Outbound Call History
The Outbound Call History report contains every outbound call made for the specified period and includes the extension that made the call, duration, dialled number, start time of the call, status and cost. Statuses include answered, busy or no answer.
Incoming Call History
Incoming Call History details all incoming calls and includes a date and time, source number, contact name if the number exists within the company address book, duration (in seconds), answer status, and the number that was dialled (DID).
Itemised billing includes a report on all calls in a specified time and date range. This includes the start time and date of the calls; called station, which is the number that was dialled; session bill, which is the cost of the call, SRC is where the call originated from. Phone_extension is the extension that made the call if the call came from an internal source, and terminatecauseid, which is the identification term for the reason that the call was ended. This kind of report will be pulled when a user wants to know what the costs were for all calls and can be compared to the invoices for the chosen time period.
Call Detail Records
The Call detail records report provides a detailed record-by-record list of calls through the PBX, including the date stamp, details of both parties and the duration.
Provides a detailed list of call recordings, including date stamp, details of both parties, duration, file size and direction of the call.
Extensions automated report gives a list of the active extensions in the system, with their extension number, configured name, as well as a complete set of all features and whether they are active or not for the given extension.
Call Centre Reports
The agent summary provides a holistic view of key metrics of agent performance, as well as time and attendance.
The metrics available in the agent summary are:
Successful calls include all inbound calls and connected outbound calls
Failed calls include inbound calls that rang and were not answered (RingNoAnswer), and calls that were rejected due to the “Do Not Disturb” function (RingDoNotDisturb). Any outbound calls that failed are also included in this value, for instance, abandoned, invalid, congested and busy calls.
Dispositioned Call statistics
Initial Login time
Last Logoff time
Login Duration, as an agent may log in and off several times during the course of their shift, the login duration is the summation of all of those sessions.
Agent by Queue Summary
Agent by Queue Summary is a subset of the total agent summary, showing the split of the call statistics broken down by queue.
The pause detail report shows the summary of agent pauses by reason for each agent, including whether it was a productive pause, the reason and a number of events, as well as the duration.
Call Disposition Detail
The Call Disposition Detail report shows every disposition record for the date range and included details such as:
Caller Line ID (CLI) is the number shown to the recipient for outbound calls.
Campaign Name, if dialled from a dialler campaign.
List Name, also if dialled from a dialler campaign
SIP Call-ID, unique call identifier.
The Queue Summary report provides detailed information as to all aspects of a queue’s performance; these include:
Calls, being the total number of calls processed by this queue.
Answered, a number of calls answered.
Average Talk Time
Average Ring Time
Ring No Answer (RingNA)
Ring Do Not Disturb (RingDND)
Out of SLA
Short Abandons are calls that were abandoned within 5 seconds after entering the queue.