Analytics

Analytics can be found under Reports - Analytics.

Analytics is a great way of finding detailed reports about calls passed over the telephone network. It helps to show call trends and who handles the most calls, along with several other detailed reports that can be run, generated and emailed to the customer on a time basis that best suits their needs.
You first need to enable the service, as it is an added extra and requires additional monthly service charges and an initial set-up charge.

Once enabled, you can then start to build your Analytics reports.

Click the new report button from the option on the right. This will show you the following screen.

Please remember that this is designed to allow you to generate many reports from one simple screen. Mixing reports can make the report very wide and complicated to understand. We suggest you choose a few options to report on and create another report if you want more details about other system parts.

Name
Enter a name that best describes the report.
Owner
You can assign the report to an owner (person within the system) to allow them to manage the report if they don’t have Administrator rights.
Report type
This could be a destination or a period of time from 1 minute through to the day of the week.
Answering time
Set the period of time for calls to be answered from 0 seconds to 10 minutes.
Short abandon time
This is when the report ignores calls before the time is set. The time can be from 0 seconds to 10 minutes.
Extensions title
This is how you want the report to show who or what it reports on. This can be Internal Caller ID, full number, description, full number and description, internal Caller ID and description, description and full number or description and internal Caller ID.
Start day
You can select from any period of time, or you may want to use something like today or yesterday so that each day the report runs, it refers to the same period rather than a fixed date.
Start time
Set the time period you want to use. This is a good place to exclude anything that happens outside office hours.
End day
Same as the start day but refers to the end of the reporting period.
End time
It is the same as the start time but refers to the end of the reporting period.
Email Report
This is the time period for which you wish the reports to be emailed, such as the end of the month, a particular day, or even daily.

Load Data

The load data button will run the report; you can make as many changes as you require and keep running the reports until you get the one you need. Don’t forget to save your report at the bottom of the page. If you have the report you need and want to run a similar report, you can duplicate the same report and make changes to the copied report.

Analytics

Total calls
This will show all inbound, outbound and internal calls for that period.
Answered on time
This refers to the option ‘answering time’. It will only show the calls that were answered (if set to Yes) before the answering time set above. If this is set to No, it will ignore the above setting. You can also set Yes with a percentage, and it will calculate the percentage answered on time.
Answered
This shows the total number of calls answered within the period set above. You can remove this from the reporting by selecting No or getting a percentage of calls answered.
Not answered
This shows the total number of unanswered calls within the above-mentioned period.
You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered.
Inbound calls
This shows the total number of inbound calls within the period set above.
You can remove this from the reporting by selecting No or getting a percentage of inbound calls.
Inbound answered
This shows the total number of inbound calls answered within the above-mentioned period. You can remove this from the reporting by selecting No or getting a percentage of calls answered.
Inbound no answer
This shows the total number of inbound calls unanswered within the abovementioned period. You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered.
Internal calls
This shows the total number of internal calls within the period set above.
You can remove this from the reporting by selecting No or getting a percentage of internal calls.
Internal answered
This shows the total number of internal calls answered within the above-mentioned period. You can remove this from the reporting by selecting No or get a percentage of calls answered.
Internal no answer
This shows the total number of internal calls unanswered within the above-mentioned period. You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered.
Outbound calls
This shows the total number of outbound calls within the period set above.
You can remove this from the reporting by selecting No or getting a percentage of internal calls.
Outbound answered
This shows the total number of outbound calls answered within the above-mentioned period. You can remove this from the reporting by selecting No or getting a percentage of calls answered.
Outbound no answer
This shows the total number of outbound calls unanswered within the above-mentioned period. You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered.
Hold time minimum
This will show you the shortest time someone has been on hold within the above-mentioned period.
Hold time average
This will show you the average time everyone has been on hold within the above-mentioned period.
Hold time maximum
This will show you the maximum time someone has been on hold within the above-mentioned period.
Hold time total
This will show you the total time everyone has been on hold within the above-mentioned period.
Talk time minimum
This will show you the minimum time someone has spoken to a customer on the phone.
Talk time average
This will show you the average time everyone has spoken to customers on the phone.
Talk time maximum
This will show you the maximum time someone has spoken to a customer on the phone.
Talk time total
This will show you the total time everyone has spoken to customers on the phone.
Total time minimum
This will show you the minimum time someone has spoken to a customer on the phone.
Total time average
This will show you the average time everyone has spoken to customers on the phone.
Total time maximum
This will show you the maximum time someone has spoken to a customer on the phone.
Total time total
This will show you the total time everyone has been holding and speaking to customers on the phone.

Queue statistics

This next section is only related to queues in the system.

Abandoned by caller
This shows the total number of abandoned calls within the period set above. You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered. It uses the Queue count of abandoned calls.
Short abandoned by caller
This shows the total number of short abandoned calls within the above-mentioned period. You can remove this from the reporting by selecting No, or you can get a percentage of calls unanswered. It uses the short abandoned setting at the top of this list.
No agents available
This will show when there are no agents available to answer calls.
Time-out in queue
This shows the total number of calls timed out within the above-mentioned period. You can remove this from the reporting by selecting No or getting a percentage of calls timed out. It uses the timeout settings within the Queues.

Key press by caller (allows callback to rejoin queue)
This shows the total number of callback calls within the period set above. You can remove this from the reporting by selecting No or get a percentage of callback calls. It uses the count from within the Queues.
Agent completed
This looks at the number of times an agent has ended the call as opposed to the caller. It calculates this within the period set above. You can remove this from the reporting by selecting no, or you can get a percentage of agent-completed calls. It gets its setting from the Queue logs.
Caller completed
It looks at the number of times a caller has ended the call as opposed to the agent. It calculates this within the period set above. You can remove this from the reporting by selecting No, or you can get a percentage of caller-completed calls. It gets its setting from the Queue logs.
Transfer by agent
This counts the number of times agents transfer calls. It calculates this within the period set above. You can remove this from the reporting by selecting No or get a percentage of transfers by agent calls. It gets its setting from the Queue logs.

Queue agent statistics

Available time
This option counts the time agents are available to take calls. It calculates this within the period set above. You can remove this from the reporting by selecting No, or you can get a percentage of the time agents are available to take calls. It gets its setting from the Queue logs.
Unavailable time
This option counts the time agents are unavailable to take calls. It calculates this within the period set above. You can remove this from the reporting by selecting No, or you can get a percentage of the time agents are unavailable to take calls. It gets its setting from the Queue logs.

Display destinations

These options work with the above settings you would have chosen.

All calls
This setting will display the destinations of all calls within the period set above. You can remove this from the reporting by selecting No.
External callers
This setting will display the external calls coming into the system within the above-mentioned period. You can remove this from the reporting by selecting No.
Internal callers
This setting will display the destinations of internal calls in the system within the above-mentioned period. You can remove this from the reporting by selecting No.
External destinations
This setting will display the destinations of external calls in the system within the above-mentioned period. You can remove this from the reporting by selecting No.
Numbers and codes
This is set to none as default, but you can choose all Numbers, all Numbers in the control panel (Reception Console) or specific Numbers. Selecting specific numbers allows you to choose a particular number or a group of numbers.

Select the Numbers from the right and add them to the left column. These numbers will be the Numbers that are reported only.

Queues
This is set to None by default, but you have the choice of All Queues, All Queues in the control panel (Reception Console), or specific Queues. When selecting specific Queues, you can choose a particular Queue or a group of Queues.

Queue Agents
This is set to None by default, but you have the choice of All Agents, All Agents displayed Queues above, all available in displayed Queues, all within the control panel (Reception Console), or specific Agents. When selecting specific Agents, you can choose a particular Agent or a group of Agents.

Select the Agents from the right and add them to the left column. These Agents will be the ones reported on only.

Extensions
This is set to None by default, but you can choose All Telephones, all within the control panel (Reception Console) or specific telephones. Selecting specific Telephones allows you to choose a particular Telephone or a group of Telephones.

Select the Telephones from the right and add them to the left column. These Telephones will be the Telephones that are reported on only.
Total
The combined total of all calls.

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