Admin Portal – Reports

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What you need to know:

This article provides basic navigation and information related to the functionality of the REP dashboard.

Introduction

Administrators can run and export the following types of reports:

  • Auto Attendant: Lists all inbound calls that reached the Auto Attendant service.
  • Call Queues: Details all inbound calls that reached a call queue. This report can also be run in real time.

Auto Attendant Reports

  1. Log in to the Enterprise Portal.
  2. Select the Reports tab from the left-hand navigation.
  3. Select Auto Attendant from the drop-down menu.
  4. Click image for large view
  5. If multiple countries are served, the Country drop-down may be used to limit the sites and Auto Attendants available.
  6. Next, select the site(s) you would like to run the report on. Multiple sites may be selected. There will be a checkmark indicating the ones select.
  7. Click image for large view
  8. On the next drop-down menu, select the Auto Attendant. Multiple Auto Attendants can be selected.
  9. Select a date range for the report. The Automated Attendant history available for reporting is 42 days. The default time period is the current day (Today). Other time range options are Today, Yesterday, Last 7 Days, Last 30 days, This Month and Custom Range.
  10. Select the Arrow button next to the date range to run the report.
  11. Click image for large view
  12. The report will run immediately, and the Export button will appear. Select Export and the report will export to a .csv file.
  13. Click image for large view
  14. The reports display the following:
    • Description: The key description as entered in the Auto Attendant menu.
    • Key: Displays the key the caller pressed or the number that is configured for the Key. The letter ‘A’ following the number represents After hours key. The letter ‘B’ following the number represents a Business Hours key. For example, “1A” represents the destination the caller will route to when they press the ‘1’ key on their keypad after standard business hours.
    • Destination: The configured destination for that key.
    • Answer: Number of calls answered.
    • Busy: Number of calls for which the caller reached a busy tone.
    • Not Answered: Number of unanswered calls.
    • Other: Number of calls for which the caller did not make a selection.
    • Total Calls: Total calls for that destination.
    • Duration (min): Total duration of calls for that destination.
    • % Answered: Percentage of calls answered for that destination.
    • Auto Attendant: Displays the Auto Attendant the destination is associated with.
    • Site: The site where the Auto Attendant is provisioned
    • Country: The site’s country location

Call Queue Reports

  1. Log in to the Enterprise Portal.
  2. Select the Reports tab from the left-hand navigation.
  3. Select Queue Stats from the drop-down menu.
  4. Click image for large view
  5. If multiple countries are served, the Country drop-down may be used to limit the sites and Call Queues available.
  6. Next, select the site(s) you would like to run the report on. Multiple sites may be selected. There will be a checkmark indicating the ones select.
  7. Click image for large view
  8. On the next drop-down menu, select the Call Queue(s). Multiple Call Queues can be selected.
  9. Select a date range for the report. The Call Queue history available for reporting is 2 days. The default time period is the current day (Today). Other time range options are Today, Yesterday, Last 7 Days, Last 30 days, This Month and Custom Range.
  10. Select the Arrow button next to the date range to run the report.
  11. Click image for large view
  12. The report will run immediately, and the Export button will appear. Select Export and the report will export to a .csv file.
  13. Click image for large view
  14. The report displays the following:
    • Site Name: The name of the Site.
    • Phone Number: The lead phone number for the Call Queue or Call Center.
    • Hold Time (min): The total amount of time for all agents putting active calls locally on hold.
    • Call Time (min): This is the average time that agents spend on calls from the Call Queue or Call Center instance.
    • Calls Abandoned: This is the total number of calls for which the caller has hung up or selected to leave a message before an agent became available.
    • Average Duration of Abandoned: This is the average time that callers spend waiting for an agent before hanging up or selecting the option to leave a message.
    • Average Wait Time (min): This is the average amount of time that callers spend waiting for the next available agent to answer the call.
    • Calls Answered: This is the total number of calls answered handled by agents.
  15. Select the Calls Currently in Queue button to see a real-time view of the number of calls waiting in queue for each number selected.