MT 6 Statistics

From Bicom Systems Wiki

Statistics can be used to generate detailed information on the number of calls made during the hour, day, month etc. It can also be shown on the extension basis, meaning that when you enter all the desired search information, you will get a list with the number of calls per extension on the system. It also contains page for concurrent calls and advanced page with reports on Master Tenant.

Statistics





Daily

Daily
Daily statistics will list the number of calls on a daily basis. This will show a list of days with the number of calls that were made during those days with average call time and graphs.
Clicking on the “Show Advanced Options” will expand searching criteria and the following will be listed to users:
Daily Advanced
  • Date range:
Users are given a drop-down list with the following options:
  • Range:
Select a date range by clicking on a calendar or choose the following options:
  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • This Month
After selecting, users will be introduced with the statistics which include only that range of time.
  • From
In this field, users need to write a number from which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made from extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made from number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls from numbers 1011 and 105. Statistics will be shown only for calls made from numbers that begin with number 101, in this case from numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls from numbers 1011, 2101 and 501. Statistics will be shown only for calls made from numbers that contain number 101, in this case from numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls from numbers: 1101, 2101 and 501. Statistics will be shown only for calls made from numbers that end with number 101, in this case from numbers 1101 and 2101.)
  • To
In this field users need to write the number to which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made to extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made to number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls to numbers 1011 and 105. Statistics will be shown only for calls made to numbers that begin with number 101, in this case to numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls to numbers 1011, 2101 and 501. Statistics will be
shown only for calls made to numbers that contain number 101, in this case to numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls to numbers: 1101, 2101 and 501. Statistics will be shown only for calls made to numbers that end with number 101, in this case to numbers 1101 and 2101.)
  • CallerID
Filter statistics based on the CallerID.
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistics only for CallerID which is equal to CallerID written.
  • Begins with
Do a statistics for all CallerID’s which beginning letters are the same as in CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”)
  • Contains
Do a statistics for all CallerID’s which contain the same letters as in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”, “TestTechDepartment”)
  • Ends with
Do a statistic for all CallerID’s which ending letters are the same as CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that end with “Tech”, for example, “TestTech”)
([0-9][a-z])
  • Trunk
Show the calls filtered on a trunk basis. Enter a trunk name or more trunk names separated by commas.
Also, users are given 2 drop-down lists with the following options:
First list:
  • Equals
Do a statistic only for trunk whose name is equal to the name written.
  • Begins with
Do a statistic for all trunks whose name begin with name written.
  • Contains
Do a statistic for all trunks which contain name written.
  • Ends with
Do a statistic for all trunk which end with the name written.
Second list:
Select the technology of the outgoing trunk:
  • SIP
  • IAX
  • Local
  • DAHDI
([0-9][a-z])


  • Duration
In these fields, you can set a range for the duration of the calls in seconds.
Both fields can be modified depending on selected equality signs:
  • > (greater than)
  • >= (greater than or equal to)
  • == (equal to)
  • <= (less than or equal to)
  • < (less than)
(E.g. If the user wants to see statistics of calls that last more than 15, but less than 45 seconds, in the first field there will be “>” and “15” set, and in the second “<” and “45”.)
([0-9])

The Download CSV option is used to download a CSV formatted file with all of the statistics shown on this page.

Daily Statistics

This table will show the total number of calls per day in the date range selected in the search box.

Daily Statistics Table
Daily Stats Graph
  • DATE
Clickable date for which the total number of calls is shown
  • TOTAL TIME
Total time of calls on that particular day
  • TOTAL CALLS
Total number of calls made on that particular day
  • AVERAGE CALL TIME
Average call time of the calls on that particular day
  • GRAPHIC
This field shows the graphic representation of all calls on that day, relative to the day that had the biggest total call time. The day which had the biggest total call time will have a 100% bar filling this field and every other day will have a bar relative to this day.

TIP

The TOTAL line on the bottom of the table will show the total times of all calls in this date range, the total number of calls of all calls, and the average call time of all calls in this date range.

Daily Statistics Breakdown

Clicking on any day of daily statistics will bring up a new window with a breakdown of calls for that range.

Daily Stats Breakdown
  • Date/Time
Date and time when the call was made.
  • Trunk
Name of the trunk which was used for the call.
  • From
The extension number from which the call was made.
  • CallerID
CallerID of the user who made the call.
  • To
The extension/external number to which the call was made.
  • Duration
Duration of the call

TIP

The Download CSV option is used to download the CSV formatted file with all calls in the breakdown.

Monthly

Monthly
Monthly Advanced

This will show a list of months with the number of calls that were made during the selected period.

Clicking on the "Advanced Search" button will expand the above search and give users more criteria to choose from:

  • Date range:
Users are given a drop-down list with the following options:
  • Range:
Select a date range by clicking on a calendar or choose the following options:
  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • This Month
After selecting, users will be introduced with the statistics which include only that range of time.
  • From
In this field, users need to write a number from which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made from extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made from number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls from numbers 1011 and 105. Statistics will be shown only for calls made from numbers that begin with number 101, in this case from numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls from numbers 1011, 2101 and 501. Statistics will be shown only for calls made from numbers that contain number 101, in this case from numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls from numbers: 1101, 2101 and 501. Statistics will be shown only for calls made from numbers that end with number 101, in this case from numbers 1101 and 2101.)
  • To
In this field users need to write the number to which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made to extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made to number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls to numbers 1011 and 105. Statistics will be shown only for calls made to numbers that begin with number 101, in this case to numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls to numbers 1011, 2101 and 501. Statistics will be
shown only for calls made to numbers that contain number 101, in this case to numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls to numbers: 1101, 2101 and 501. Statistics will be shown only for calls made to numbers that end with number 101, in this case to numbers 1101 and 2101.)
  • CallerID
Filter statistics based on the CallerID.
Also, users are given a drop-down list with the following options:
  • Equals
Do statistics only for CallerID which is equal to CallerID written.
  • Begins with
Do statistics for all CallerID’s which beginning letters are the same as in CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”)
  • Contains
Do statistics for all CallerID’s which contain the same letters as in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”, “TestTechDepartment”)
  • Ends with
Do statistics for all CallerID’s which ending letters are the same as CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that end with “Tech”, for example, “TestTech”)
([0-9][a-z])
  • Trunk
Show the calls filtered on a trunk basis. Enter a trunk name or more trunk names separated by commas.
Also, users are given 2 drop-down lists with the following options:
First list:
  • Equals
Do a statistic only for trunk whose name is equal to the name written.
  • Begins with
Do a statistic for all trunks whose name begin with a name written.
  • Contains
Do a statistic for all trunks which contain name written.
  • Ends with
Do a statistic for all trunk which end with the name written.
Second list:
Select the technology of the outgoing trunk:
  • SIP
  • IAX
  • Local
  • DAHDI
([0-9][a-z])


  • Duration
In these fields, you can set a range for the duration of the calls in seconds.
Both fields can be modified depending on selected equality signs:
  • > (greater than)
  • >= (greater than or equal to)
  • == (equal to)
  • <= (less than or equal to)
  • < (less than)
(E.g. If the user wants to see statistics of calls that last more than 15, but less than 45 seconds, in the first field there will be “>” and “15” set, and in the second “<” and “45”.)
([0-9])

TIP

The Download CSV option is used to download the CSV formatted file with all the statistics shown on this page.


Monthly Statistics

Monthly Statistics
Monthly Stats Graph

This table will show the total number of calls per day in the date range selected in the search box.

  • DATE
Clickable date for which the total number of calls is shown
  • TOTAL TIME
Total time of calls on that particular day
  • TOTAL CALLS
Total number of calls made on that particular day
  • AVERAGE CALL TIME
Average call time of the calls on that particular day
  • GRAPHIC
This field shows the graphic representation of all calls on that day, relative to the day that had the biggest total call time. The day which had the biggest total call time will have a 100% bar filling this field and every other day will have a bar relative to this day.

Monthly Statistics Breakdown

Monthly Statistics Breakdown

Clicking on "Call Statistics Monthly" will bring up a new window with a detailed breakdown of calls for every day of selected period.

  • Date/Time
Date and time when the call was made.
  • Trunk
Name of the trunk which was used for the call.
  • From
The extension number from which the call was made.
  • CallerID
CallerID of the user who made the call.
  • To
The extension/external number to which the call was made.
  • Duration
Duration of the call

TIP

The Download CSV option is used to download the CSV formatted file with all calls in the breakdown.

Extensions

Extension statistics will list the number of calls per extension. This will show a list of extensions with the number of calls that were made during the chosen period of time (answered and unanswered), duration of the calls, total call time, average call time and graphs.

Extensions

Clicking on the “Show Advanced Options” will expand searching criteria and the following will be listed to users:

Extensions Advanced
  • Date range:
Users are given a drop-down list with the following options:
  • Range:
Select a date range by clicking on a calendar or choose the following options:
  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • This Month
After selecting, users will be introduced with the statistics which include only that range of time.
  • Compare:
Select whether the statistics will show calls dialed from selected (or all) extension(s) or calls received to extension(s).
  • From
In this field, users need to write a number from which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made from extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made from number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls from numbers 1011 and 105. Statistics will be shown only for calls made from numbers that begin with number 101, in this case from numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls from numbers 1011, 2101 and 501. Statistics will be shown only for calls made from numbers that contain number 101, in this case from numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls from numbers: 1101, 2101 and 501. Statistics will be shown only for calls made from numbers that end with number 101, in this case from numbers 1101 and 2101.)
  • To
In this field users need to write the number to which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made to extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for a number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made to number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls to numbers 1011 and 105. Statistics will be shown only for calls made to numbers that begin with number 101, in this case to numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls to numbers 1011, 2101 and 501. Statistics will be
shown only for calls made to numbers that contain number 101, in this case to numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls to numbers: 1101, 2101 and 501. Statistics will be shown only for calls made to numbers that end with number 101, in this case to numbers 1101 and 2101.)
  • CallerID
Filter statistics based on the CallerID.
Also, users are given a drop-down list with the following options:
  • Equals
Do statistics only for CallerID which is equal to CallerID written.
  • Begins with
Do statistics for all CallerID’s which beginning letters are the same as in CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”)
  • Contains
Do statistics for all CallerID’s which contain the same letters as in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that start with “Tech”, for example, “TechSupport”, “TestTechDepartment”)
  • Ends with
Do statistics for all CallerID’s which ending letters are the same as CallerID written in the field beside.
(E.g. John chooses this option and types “Tech”. Statistic will be done for all CallerID’s that end with “Tech”, for example, “TestTech”)
([0-9][a-z])
  • Trunk
Show the calls filtered on a trunk basis. Enter a trunk name or more trunk names separated by commas.
Also, users are given 2 drop-down lists with the following options:
First list:
  • Equals
Do a statistic only for trunk whose name is equal to the name written.
  • Begins with
Do a statistic for all trunks whose name begin with the name written.
  • Contains
Do a statistic for all trunks which contain name written.
  • Ends with
Do a statistic for all trunk which end with the name written.
Second list:
Select the technology of the outgoing trunk:
  • SIP
  • IAX
  • Local
  • DAHDI
([0-9][a-z])


  • Duration
In these fields, you can set a range for the duration of the calls in seconds.
Both fields can be modified depending on selected equality signs:
  • > (greater than)
  • >= (greater than or equal to)
  • == (equal to)
  • <= (less than or equal to)
  • < (less than)
(E.g. If the user wants to see statistics of calls that last more than 15, but less than 45 seconds, in the first field there will be “>” and “15” set, and in the second “<” and “45”.)
([0-9])

TIP

The Download CSV option is used to download a CSV formatted file with all of the statistics shown on this page.


Extensions Statistics

This table will show a list of extensions with the number of calls that were made during the chosen period of time (answered and unanswered), duration of the calls, total call time, average call time and graphs.

Extensions Statistics
Extensions Stats Graph


  • From
Extension from which the calls were made.
  • Date
The clickable date for which the total number of calls is shown
  • Total Calls
Total number of calls made on that particular day
  • Answered
Total number of answered calls for this extension
  • Unanswered
Total number of unanswered calls for this extension
  • Duration < min
Total number of calls for this extension with call duration less than a minute
  • Total time
Total talk time of calls.
  • Average Call Time
Average call time.
  • GRAPHIC
This field shows a graphic representation of all calls on that day, relative to the day that had the biggest total call time. The day which had the biggest total call time will have a 100% bar filling this field and every other day will have a bar relative to this day.

TIP

Clicking on a row of a particular extension will list the information of the number of calls separated by the dates on which they were made.
The Download CSV option is used to download a CSV formatted file with all of the statistics shown on this page.

Extension Statistics Breakdown

Extension Statistics Breakdown

After clicking on this field, the user will be sent to the pop-up window which contains Call Statistics Extensions Breakdown, meaning here the user will have access to more information about every call made in a selected range of time.

  • Date/Time
Date and time when the call was made.
  • Trunk
Name of the trunk which was used for the call.
  • From
The extension number from which the call was made.
  • CallerID
CallerID of the user who made the call.
  • To
The extension/external number to which the call was made.
  • Duration
Duration of the call

TIP

The Download CSV option is used to download the CSV formatted file with all calls in the breakdown.

ERG Statistics

   NOTE: ERG statistics are present on Master tenant too, with a slight difference where in the column Enhanced Ring Group in statistics breakdown will be presented Tenant number in front of ERG name too.
   (E.g. If it is Tenant number 200 and ERG name is ERG200; It will be presented as 200_ERG200)

This section gives user a preview of the table that shows ERG Statistics related to 'All answered calls', 'All calls', 'All unanswered calls'. 'Member calls per Enhanced Ring Group', 'Member missed calls', and 'Repeated callers'.

warningmessage-erg-db.png


NOTE: In order to see ERG statistics, ClickHouse needs to be set as a database. To set it up successfully, navigate to 'Admin Settings' -> 'Statistics Database'.

NOTE: Please be notified that if Enhanced services are used with ERG (i.e. the 'Disable Member Enhanced Services' option is turned ON by default), statistics for those calls will not work.

stats-ERG.png

Users can filter data by using the following filters:

  • Date Range
Select the specific time period and generate data accordingly
(Multi Choice box)
  • Enhanced Ring Group
Enter the name of the ERG
([a-z][0-9])
  • Members
Enter the specific Member
([a-z][0-9])
  • Call Duration
Set a specific call duration
([0-9])
  • Hold Duration
Set a specific hold duration
([0-9])
  • Caller
Search data by the caller
([a-z][0-9])
  • Time format
Set a specific time format
(Select box)

Users can also select a specific type of a report: 'Summary', 'Member', and 'Enhanced Ring Group'. After selecting the desired type, the list of available reports will be generated respectively.

All Answered Calls Report

all-answered-calls.png

Users can access to the 'All Answered Calls' report to gain information about all calls on the system that were answered.

All Calls Report

all-calls.png

Users can access to the 'All Calls' report to gain information about all calls on the system.

All Unanswered Calls Report

all-unanswered-calls.png

Users can access to the 'All Unanswered Calls' report to gain information about all calls on the system that were unanswered.

Member Calls Per Enhanced Ring Group Report

member-per-erg.png

Users can access to the 'Member Calls Per Enhanced Ring Group' report to gain information about all member calls on the system per ERG.

Member Missed Calls Report

member-missed-calls.png

Users can access to the 'Member Missed Calls' report to gain information about all members' missed calls on the system.

Repeated Callers Report

repeated-callers.png

Users can access to the 'Repeated Callers' report to gain information about repeated callers on the system.










Extensions Statistics

This table will show a list of extensions with the number of calls that were made during the chosen period of time (answered and unanswered), duration of the calls, total call time, average call time and graphs.

Extensions Statistics
Extensions Stats Graph


  • From
Extension from which the calls were made.
  • Date
The clickable date for which the total number of calls is shown
  • Total Calls
Total number of calls made on that particular day
  • Answered
Total number of answered calls for this extension
  • Unanswered
Total number of unanswered calls for this extension
  • Duration < min
Total number of calls for this extension with call duration less than a minute
  • Total time
Total talk time of calls.
  • Average Call Time
Average call time.
  • GRAPHIC
This field shows a graphic representation of all calls on that day, relative to the day that had the biggest total call time. The day which had the biggest total call time will have a 100% bar filling this field and every other day will have a bar relative to this day.

TIP

Clicking on a row of a particular extension will list the information of the number of calls separated by the dates on which they were made.
The Download CSV option is used to download a CSV formatted file with all of the statistics shown on this page.

Extension Statistics Breakdown

Extension Statistics Breakdown

After clicking on this field, the user will be sent to the pop-up window which contains Call Statistics Extensions Breakdown, meaning here the user will have access to more information about every call made in a selected range of time.

  • Date/Time
Date and time when the call was made.
  • Trunk
Name of the trunk which was used for the call.
  • From
The extension number from which the call was made.
  • CallerID
CallerID of the user who made the call.
  • To
The extension/external number to which the call was made.
  • Duration
Duration of the call

TIP

The Download CSV option is used to download the CSV formatted file with all calls in the breakdown.

IVR Statistics

   NOTE: IVR statistics are present on Master tenant too, with a slight difference where in the column 'IVR name' in statistics breakdown will be presented Tenant number in front of IVR name too.
   (E.g. If it is Tenant number 200 and IVR name is IVR200; It will be presented as 200_IVR200)

This section gives user a preview of the table that shows IVR Statistics related to ‘IVR Calls’, ‘IVR Calls per DID’, ‘IVR Calls per Original Caller ID’, ‘IVR Calls per option’.

IVR Table Statistics.png


Clicking the 'Show Advanced Options' button will result in more filters being displayed:

   'Original Caller ID': Filters data by the Original Caller ID provided
   'Caller ID': Filters data by the Caller ID provided
   'Destination': Filters data by the chosen Destination(s)


Filters

Users can filter reports by using 'Date Range' and 'IVRs'. The 'Date Range' filter can have one of the pre-built ranges ('Today', 'Yesterday', 'This Week', 'This Month', 'Last Month', 'This Year') or any other custom date range.

IVR StatsDateRange.png


To generate reports, users first need to select one or more reports by clicking the green plus sign. This report(s) will then be moved to the 'Selected reports' section. By clicking the 'Show' button, the selected reports will appear in a new window.

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Report Details

By clicking the 'Show' button, users will be prompted to a new page where all the additional report data and some other options are displayed. Hovering the mouse over the top left corner of the page will result in displaying all the filters that were applied during data generating.

1920px-IVR Stats report.png

From this page users can:

  • Sort the data by any column.
  • Search for any data in the table by typing the desired search option in the search bar, which will be applied automatically.
  • View graphs, download CSV or PDF files, as well as print and e-mail reports.


NOTE: Upon clicking the 'Show' button, users will be able to see two rows, "For period" and "Generated at", which relies on the system time. Other rows are changed depending on the chosen report template.


Report Types

The list of available reports is as follows:

  • IVR Calls
  • IVR Calls per DID
  • IVR Calls per Original Caller ID
  • IVR Calls per option


Report Fields' Meanings

This is a list of fields used in report tables. Some special fields used in a particular report are explained within the report description.

All fields are explained as: Field name (Synonym name) - Description

Some fields can have more levels of information. This can be seen in tables which have one or two headers.
  • Field
    • Child field 1
    • Child field 2


Fields:

  • IVR - IVR name and number in format: Name (Number)
    • Name - IVR name
    • Number - IVR number
    • Total Calls - Number of calls for that particular IVR


  • Caller
    • Original Caller ID - The original number of the caller who entered the IVR
    • Total Calls - Number of calls from that particular Original Caller ID
  • Option Calls - Number of calls for each option

    • 0-9 , ‘*’, '#' - Number of calls for the option, where the number 0-9 or the symbol ‘*’ or '#' represents the option.
  • Call Entry - Represents the caller entry when calling the IVR. It can either be an IVR option or any of the abandoned call types (Timeout, Hangup(Menu/Ring) or Closed Times).
  • Abandoned Calls - Number of abandoned calls
    • Timeout - Number of calls that ended due to a timeout
    • Hangup (Menu/Ring) - Number of calls that ended due to the caller hanging up in the IVR menu or while the call was still ringing. Represented in format: HangupInMenu / Hangupwhilering
    • Closed Time - Number of calls that came during the closed hours of the IVR


Destination Types and Events

The 'Destination Type' field can have one of the following values:

  • Extension
  • Queue
  • Conference
  • IVR
  • Voicemail
  • Directory
  • Remote Access
  • Fax to Email
  • External number
  • Timeout Destination

The 'Ended' field that shows which event occurred can have the following values:

  • Connected - Any IVR call that successfully connected the caller with the Destination
  • Abandoned - Calls hanged up by the caller
  • Timed Out - Calls ended by a timeout
  • Closed Time - Calls which came during closed hours of the IVR
  • Invalid Selection - Calls that had an invalid DTMF input by the caller (E.g. non-existing option number etc.)

Note: This will be available in future reports.


IVR Calls

Only calls for the Standard IVR type are included. It shows all calls per IVR, the number of Option calls, and Abandoned calls for each IVR. Users may also see a timeline in a form of a graph showing total, connected, and abandoned calls for all IVRs summarized and a total calls comparison per IVR. By filtering these reports for one IVR will result in the graphs showing total calls per option and a total number of abandoned calls for that particular IVR only.

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IVR Calls per DID

This report shows the number of calls per IVR and the number of calls for each call entry or abandoned call per IVR. It shows data for all IVR types. Data is grouped by DID.

1920px-IVR Calls per DID details.png


IVR Calls per Original Caller ID

Only calls for the Standard IVR type are included. It shows all calls per Original Caller ID, the number of Option calls, and Abandoned calls for each Original Caller ID. Users may also see a timeline of the total, connected, and abandoned calls for all Original Caller IDs summarized and a total calls comparison per Original Caller ID.


1920px-IVRCalls pr OriginalCallerID.png


IVR Calls per Option

This report shows the number of calls per IVR and the number of calls for each option or abandoned calls per IVR. It shows data for all IVR types.

1920px-IVRCallsPerOption.png


Breakdowns

By clicking the 'Breakdown' buttons, the selected reports will appear in a new window, with more details on the IVR Calls.


1920px-IVRBreakdownMarkedLocation.png



Breakdown shares a similar format for every report.

1920px-IVR Calls breakdown.png


All fields are explained as Field name (Synonym name) - Description

  Fields:
  • CallID - Event ID
  • Date time - Date when the event occurred
  • Original Caller ID - Original number of the caller who entered the IVR
  • CallerID - Caller's Extension (can be same as or different from the Original Caller ID)
  • IVR name - Name of the IVR where the call entered
  • IVR number - Number of the IVR
  • Option - Option number (empty for abandoned calls)
  • Destination - Number of the Destination where the call proceeded from the IVR (empty for abandoned calls, except for timeout where the 'Timeout Destination' can be specified)
  • Destination Type - Type of a Destination where the call proceeded from the IVR (empty for abandoned calls, except for timeout where it can be specified)
  • Ended - Shows which event happened for that particular call

Concurent calls

This section gives users a preview of calls that occur at the same time on the same line.

This page is only available on Master Tenant.

Concurent calls
  • Tenant
Number(Name) of the tenant the call was made on.
  • Max
Maximum of number concurent calls in selected period
  • Average
Average number of concurent calls in selected period

We can here also use graph which will show graphically max calls

TIP

The Download CSV option is used to download the CSV formatted file.

Advanced

Advanced

Advanced options for Statistics reports are available only on Master Tenant. This section enables creating a unique statistic report that fits the user’s needs.

Clicking on the “Show Advanced Options” will expand searching criteria and the following will be listed to users:

  • Date range:
Users are given a drop-down list with the following options:
  • Range:
Select a date range by clicking on a calendar or choose the following options:
  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • This Month
After selecting, users will be introduced with the statistics which include only that range of time.
  • From
In this field users need to write the number from which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics :will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made from extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for the number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made from number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls from numbers 1011 and 105. Statistics will be shown only for calls made from numbers that begin with number 101, in this case from numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls from numbers 1011, 2101 and 501. Statistics will be shown only for calls made from numbers that contain number 101, in this case from numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls from numbers: 1101, 2101 and 501. Statistics will be shown only for calls made from numbers that end with number 101, in this case from numbers 1101 and 2101.)
  • To
In this field users need to write the number to which the desired call is made. By default, the ‘ALL’ modifier will be in this field, meaning statistics will be made for all calls on the system which happened on the selected date range.
If users want to see statistics from a few particular numbers, they should write all desired numbers separated by commas.
(E.g. To display calls made to extension 104 and remote number 44207296666 user should type "104,44207296666")
([0-9],)
Also, users are given a drop-down list with the following options:
  • Equals
Do a statistic only for the number which is equal to number/s written.
(E.g. John sets this option to ‘Equals’ and types number 101. Statistics will be shown only for calls made to number 101.)
  • Begins with
Do a statistic for all numbers which begin with number/s written.
(E.g. John sets this option to ‘Begins with’ and types number 101. Let’s imagine that John made calls to numbers 1011 and 105. Statistics will be shown only for calls made to numbers that begin with number 101, in this case to numbers 101 and 1011.)
  • Contains
Do a statistic for all numbers which contain number/s written.
(E.g. John sets this option to ‘Contains’ and types number 101. Let’s imagine that John made calls to numbers 1011, 2101 and 501. Statistics will be
shown only for calls made to numbers that contain number 101, in this case to numbers 1011 and 2101.)
  • Ends with
Do a statistic for all numbers which end with number/s written.
(E.g. John sets this option to ‘Ends with’ and types number 101. Let’s imagine that John made calls to numbers: 1101, 2101 and 501. Statistics will be shown only for calls made to numbers that end with number 101, in this case to numbers 1101 and 2101.)
  • Duration
In these fields, you can set a range for the duration of the calls in seconds.
Both fields can be modified depending on selected equality signs:
  • > (greater than)
  • >= (greater than or equal to)
  • == (equal to)
  • <= (less than or equal to)
  • < (less than)
(E.g. If the user wants to see statistics of calls that last more than 15, but less than 45 seconds, in the first field there will be “>” and “15” set, and in the second “<” and “45”.)
([0-9])
  • Trunk
User is given a drop-down list with all trunks on the system.
  • DID
User is given a drop-down list with all DID-s on the system.


Reports table:

Advanced report

There are 3 kinds of reports available to choose in this section :

  • Outgoing calls per Trunk
This report shows the duration and number of calls (answered and unanswered) that came through a particular trunk in the selected range of time.
This report can also be represented as a pie chart, which can be modified by clicking colored circles above the chart. This way, users are able to include or exclude Trunks that they want from the chart.
  • Incoming calls per DID
This report shows the duration and number of inbound calls (answered and unanswered) per DID.
This report can also be represented as a pie chart, which can be modified by clicking colored circles above the chart. This way, users are able to include or exclude DIDs which they want from the chart.
  • Calls per direction
This report shows the total number of calls (incoming and outgoing) on the system that happened in the selected range of time.
This report can also be represented as a pie chart, which can be modified by clicking colored circles above the chart.

TIP

The Download CSV option is used to download the CSV formatted file.

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