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.
¶ 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:
- 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.)
- Caller ID
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.
- 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.
- 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.
- Caller ID
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
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.)
- Caller ID
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 a 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
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
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.
- Caller ID
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 Statistics
This section gives users a preview of the reports table showing Extension statistics related to 'All Answered Calls', 'All Calls', 'All Unanswered Calls', 'Calls Per Direction', 'Inbound Calls', and 'Internal Calls'.
Clicking on the “Show Advanced Options” will expand the searching criteria and the following will be listed to users:
- Call Duration: Filters data by the call duration less or more than what number is set.
Default values are; 10, 20, 30, 60, 120. Users can set the random numbers too.
- Hold Duration: Filters data by holding duration less or more than what number is set.
Default values are; 10, 20, 30, 60, 120. Users can set the random numbers too.
- Time format: Filters data by the type of date format;'dd hh mm ss','dd:hh:mm:ss', 'Days', 'Hours', 'Minutes', 'Seconds'.
¶ Filters
Users can filter reports using 'Date Range', 'Extensions', and 'Caller'
- Date Range: Filters the data by date range, which means that the user can set a wished range for which data is to be shown. It can be a custom range or of the default pre-built ranges;
('Today', 'Yesterday', 'This Week', 'This Month', 'Last Month', 'This Year').
- Extensions: Filters the data by extension or extensions that can be chosen from the dropdown menu.
- Caller: Filters the data by Caller.
- Select type..: From this dropdown user can choose the type of the report to be shown in the Reports table;('Summary', 'Outbound', 'Inbound', 'Internal').
- Search reports: The user can type in the first letters of the report name to be filtered and shown in the Reports table.
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.
¶ All Answered Calls
Users can access the 'All Answered Calls' report to gain information about all calls on the system that were answered.
All Answered Calls
- Calls - Contains one column; Answered: Sum of all answered calls.
- Talk time - Contains four columns; Total: Total duration of all answered calls Min: Minimum duration of a single answered call. Max: Maximum duration of a single answered call. Mean: Average talk time value for all answered calls.
- Hold Time - Contains four columns; Total: Total duration of hold time for all answered calls Min: Minimum hold time for a single answered call. Max: Maximum hold time for a single answered call. Mean: Average hold time for all answered calls.
¶ All Calls
Users can access the 'All Calls' report to gain information about all calls on the system.
All Calls
- Talk time - Contains four columns; Total: Total talk time. Min: Minimum duration of a single call. Max: Maximum duration of a single call. Mean: Average talk time value for all calls.
- Hold Time - Contains four columns; Total: Total hold time Min: Minimum hold time duration of a single call. Max: Maximum hold time duration of a single call. Mean: Average hold time value for all calls.
All Calls dispositions
- Total - Sum of all calls.
- Answered - Sum of all answered calls.
- Percentage - Percentage of all answered calls.
- Unanswered - Sum of all unanswered calls.
- Percentage - Percentage of all unanswered calls.
¶ All Unanswered Calls
Users can access the 'All Unanswered Calls' report to gain information about all calls on the system that were unanswered.
- Calls - Contains one column; Unanswered: Sum of all unanswered calls.
- Hold Time - Contains four columns; Total: Value of total hold time for all unanswered calls Min: Minimum hold time for all unanswered calls. Max: Maximum hold time for all unanswered calls. Mean: Average value of hold time for all unanswered calls.
¶ Calls Per Direction
Calls Per Direction
- Extension - Name and number of the caller Extension.
- Direction - By clicking on the Extension field column Direction collapses where user can see number of type of calls by direction ('Incoming External', 'Incoming Internal', 'Outgoing Internal', 'Outgoing External')
- Calls - Divided in three columns; Number: Represents total number of calls per destination. Answered: Represents total answered calls per destination. Unanswered: Represents total unanswered calls.
- Talk time - Divided in three columns; Total: Represents total talk time. Mean: Average value of talk time per direction. Mean Delay: Average delay time for calls per direction.
¶ Inbound Calls
Users can access the 'Inbound Calls' report to gain information about all Inbound calls on the system.
Inbound Calls
- Talk time - Contains four columns; Total: Total inbound talk time. Min: Minimum duration of a single inbound call. Max: Maximum duration of a single inbound call. Mean: Average talk time value for all inbound calls.
- Hold Time - Contains four columns; Total: Total inbound hold time Min: Minimum hold time duration of a single inbound call. Max: Maximum hold time duration of a single inbound call. Mean: Average hold time value for all inbound calls.
All Inbound Calls dispositions
- Total - Sum of all inbound calls.
- Answered - Sum of all answered inbound calls.
- Percentage - Percentage of all answered inbound calls.
- Unanswered - Sum of all unanswered inbound calls.
- Percentage - Percentage of all unanswered inbound calls.
¶ Internal Calls
Users can access the 'Internal Calls' report to gain information about all Internal calls on the system.
Internal Calls
- Extension - Name and number of the caller Extension.
- Direction - By clicking on the Extension field column Direction collapses where the user can see the number of type of calls by direction ('Incoming' or 'Outgoing')
- Calls - Divided into three columns; Number: Represents a total number of calls per destination. Answered: Represents total answered calls per destination. Unanswered: Represents total unanswered calls.
- Talk time - Divided into three columns; Total: Represents total internal calls talk time. Mean: Average value of internal calls talk time. Mean Delay: Average delay of internal calls talk time.
¶ Outbound Calls
Users can access the 'Outbound Calls' report to gain information about all Outbound calls on the system.
Outbound Calls
- Talk time - Contains four columns; Total: Total outbound talk time. Min: Minimum duration of a single outbound call. Max: Maximum duration of a single outbound call. Mean: Average talk time value for all outbound calls.
- Hold Time - Contains four columns; Total: Total outbound hold time Min: Minimum hold time duration of a single outbound call. Max: Maximum hold time duration of a single outbound call. Mean: Average hold time value for all outbound calls.
All Outbound Calls dispositions
- Total - Sum of all outbound calls.
- Answered - Sum of all answered outbound calls.
- Percentage - Percentage of all answered outbound calls.
- Unanswered - Sum of all unanswered outbound calls.
- Percentage - Percentage of all unanswered outbound calls.
¶ Breakdowns
By clicking the 'Breakdown' buttons, the selected reports will appear in a new window, with more details on the Extension statistics calls.
Breakdown shares a similar format for every report.
- Linked ID - Event ID.
- Date - Date when the event occurred.
- Extension - Name and number of the Extension from which the call was initiated.
- Remote Number - Destination number that was dialed.
- Wait time - Time caller waited for the call to be answered.
- Talk time - Time spent on call.
- Conference - This field represents info where the user can see if it was a Conference call or not. (If it was a Conference call this column will be populated with 'Yes' if it was a regular call this field will be empty.
- Call Type - The user can see the type of call in this column (Incoming Internal, Incoming External, Outgoing Internal, Outgoing External)
TIP
The Download CSV option is used to download the CSV formatted file with all calls in the breakdown.
¶ ERG Statistics
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'.
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.
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
Users can access to the 'All Answered Calls' report to gain information about all calls on the system that were answered.
¶ All Calls Report
Users can access to the 'All Calls' report to gain information about all calls on the system.
¶ All Unanswered Calls Report
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
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
Users can access to the 'Member Missed Calls' report to gain information about all members' missed calls on the system.
¶ Repeated Callers Report
Users can access to the 'Repeated Callers' report to gain information about repeated callers on the system.
¶ Recordings under ERG statistics
Users now can access call recordings through ERG statistics under; All answered calls details breakdown, All answered calls dispositions breakdown, All calls breakdown, All calls dispositions breakdown, Member calls per Enhanced Ring Group breakdown and Member missed calls breakdown. It can be done by clicking on Call ID which has a REC mark next to it. REC mark will be shown if the recording is available both locally or offloaded. After clicking on the wanted Call ID new window will be opened which will show a reports page for the given call. The report page for isolated call works just as the regular report page which shows if the recording is available locally or if the recording is offloaded and removed from the system. If the recording is offloaded it will be showing the icon representing the service used for archiving files inside Archiving feature.
Breakdown page for each one of the report type shows REC mark next to Call ID. When hovered over Call ID message is shown in the alert dialog saying; "Record file available. Check CDR". Users can also hover over Call IDs with no recordings where an alert dialog will be shown saying; "Check CDR" which will after being clicked on lead to a reports page in a new minimized window as in the case with the Caller ID with recordings on it.
User can click on Caller ID which has a REC mark next to it and the new window will be opened where a report is shown. It is basically a reports page for that single call, and the recording can be played for both local and offloaded recordings. If the recording is still on the system Play button will be shown and if the recording is already offloaded and removed from the system icon correlating to the service used for archiving will be displayed.
¶ IVR Statistics
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’.
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.
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.
¶ 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.
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.
¶ 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.
¶ 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.
¶ 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.
¶ Breakdowns
By clicking the 'Breakdown' buttons, the selected reports will appear in a new window, with more details on the IVR Calls.
Breakdown shares a similar format for every report.
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
¶ Concurrent Calls
This section gives users a preview of calls that occur at the same time on the same line.
- Max
Maximum of number concurrent calls in selected period
- Average
Average number of concurrent 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 options for Statistics reports are available. 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 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.)
- 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:
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.