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Overview

The Enterprise Overview report is an interactive, click-able report, showing call summaries for each type of call - inbound, outbound and missed. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down into each value to see the same call information for subsequent groups or users. Totals, maximums and averages are displayed at the foot of each column.

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For details about how to configure these parameters, refer to the relevant page(s) in the list below:

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At site level, the report will show call summary information for each site, as shown below:

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User level

When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:

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At all organisational levels, the body of the report consists of a table containing call summary information about each entity. The column headers of this table are described below:

HeaderDescription

Name

The name of the entity for each line of data

Missed

  • Squiggle: The total number of missed calls
  • Avg duration: The average duration of all missed calls (in seconds)

Answered

  • Squiggle: The number of incoming calls answered by extensions within the selected entity, including transferred calls
  • Total duration: The total duration of all incoming calls (in hours, minutes and seconds)
  • Avg duration: The average duration of all incoming calls (in hours, minutes and seconds)
  • Avg response: The average time taken to respond to all incoming calls (in seconds)

Outbound

  • Squiggle: The number of outbound calls
  • Total duration: The total duration of all outgoing calls (in hours, minutes and seconds)
  • Avg duration: The average duration of all outgoing calls (in hours, minutes and seconds)
  • Total cost: The total aggregate cost of all outbound calls
Tip

In addition to summary information, totals and averages for each call type are shown in the footer of each column.

 

Itemised list

By clicking on the hyperlink of a particular user, a new report is produced that shows - in chronological order - an itemised list of calls made or received by that user, as shown below:

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HeaderDescription
Date & TimeThe date and time the call started.
SourceThe place from where the call originated.
CLIThe telephone number of the remote caller for inbound calls.

Route

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the CLI of the caller;
  • for incoming internal calls, this shows either the caller's username or extension number;
  • for outgoing calls, this shows the dialled number.

Destination

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;
  • for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;
  • for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].
ResponseThe length of time it took for the call to be answered (i.e. the response time).
DurationThe duration of the call (in hours, minutes and seconds).
CostThe cost of the call.

To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:

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