The Daily Activity report provides a summary showing the total volume of all inbound, outbound and lost calls for each day. It identifies call volume trends, and very quickly highlights your busy days, allowing you to more effectively plan your staffing requirements. This report is ideal for organisations whose call traffic fluctuates throughout the year, allowing them to easily spot peaks and troughs and plan their staffing requirements accordingly.
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Running the report
On the Reports screen, select the Daily Activity report from the left-hand pane and click the Select this report button.
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A new window will appear, where you can the parameters of your report.
Selecting the reporting period
For each report, you must specify a time span that covers the calls you want the report to include. This is known as the "reporting period".
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There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:
| Period | Description |
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| Today | The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59. |
| Yesterday | The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This week | The start date is set to the first day of the current week (normally Monday). The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last week | The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59. |
| This month | The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time. |
| Last month | The start date for this period is set in three stages: The day is set to the first day of the month. The month is set to the previous month. The year is set to the current year, unless it is currently January, in which case, the previous year is used. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| This year | The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively. |
| All calls | The start and end dates and times are set to the dates and times of the first and last call in the entire call database, respectively. |
In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the
drop-down list and specifying your own
,
,
and
of the period you want to report on.
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Once you have set the reporting period, click on the Next button to set additional report parameters and options, or select the Finish button to run the report immediately.
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Running this report over longer periods of time gives a more accurate picture of your telephone line usage. |
Selecting the reporting entity
The Reporting entity parameter allows you to select the part of your organisation whose calls the report should include, e.g. a site, a group or an individual user.
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Site
To report on a particular site, select it from the drop-down list or select All sites .
Group
If a site has been selected, you are able to further limit the report's results by selecting a group from the drop-down list.
| Reporting_filter |
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| Filter | Group |
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| Value | All groups |
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User
If both a site and group have been selected, you can further limit the report's results to include calls by a particular user by selecting it from the drop-down list.
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If your web account is restricted to a specific site or group, only those entities to which you have access will be available in the drop-down lists. |
Once you have selected the scope of your report, click on the Next button to set additional report parameters and options. To run the report immediately without doing so, click the Finish button.
Selecting the report filters
You can limit the results of your report by choosing one or more of the following filters:
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Account code
If you want to produce a bill consisting of only chargeable calls that were made using a particular account code, enter the account code in the field provided.
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| Filter | Account code |
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| Value | 0140 |
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To report on more than one account code, separate each code using a comma.
Call type
This filter allows you to define the type of call you want to report on, in terms of where the call originated and where it was delivered, e.g. incoming, outgoing, internal etc. To report on all types of call, set this to All calls.
| Reporting_filter |
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| Filter | Call type |
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| Value | All calls |
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Carrier
If you use more than one carrier, you can limit the results to include only calls that were made using a specific carrier.
| Reporting_filter |
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| Filter | Carrier |
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| Value | All carriers |
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If you use only one carrier, there will be no drop-down list available and no option to choose a carrier. |
CLI
Calling Line Identification (CLI) is the telephone number of the remote caller in an incoming call scenario.
You can report on calls that originate from a specific CLI or those whose CLI matches a particular pattern of digits. For example, to report on all incoming calls from Tri-Line, you could enter 02072652600.
| Reporting_filter |
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| Filter | CLI |
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| Value | 02072652600 |
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You can use the ! symbol to explicitly exclude a CLI from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls from Tri-Line, but include all others, you could use
!020726526*. To report on more than one CLI, use a comma to separate each entry.
Cost
You can define a cost filter to include calls above or below specific values by entering your criteria, as shown below:
You can specify a cost range by using the symbol; to specify limits, use the comparison operators, >, <, and
.
Destination
If you want to filter calls to a specific, known destination, type the name of the destination in the text box provided. This filter accepts the ! and * symbols for excluding values and specifying partial matches, respectively.
For example, if you wanted to exclude all calls to France, you could enter
, as shown below:
| Reporting_filter |
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| Filter | Destination |
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| Value | !France* |
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Dialled number
To filter calls to a specific dialled number, type it in the text box provided. The dialled number is defined as the number that is dialled (in the case of an outbound call), or the DDI number that the remote party dialled to reach a particular extension or group (in the case of an inbound call).
To filter calls to a specific area, a partial number can be entered (e.g. 0033 for calls to France).
| Reporting_filter |
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| Filter | Dialled number |
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| Value | 0033 |
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You can use the ! symbol to explicitly exclude a dialled number from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls to Tri-Line, but include all others, you could use !020726526*). To report on more than one dialled number, use a comma to separate each entry.Duration
To filter calls above or below a particular duration, enter the desired duration in seconds.
You can specify a duration range by using the symbol; to specify limits, use the comparison operators, >, <, and
.
In the above example, the report will return only calls longer than 1800 seconds (30 minutes).
LCR code
To filter your results to include only calls that used a Least Cost Routing (LCR) code, enter it in the text box provided.
You can use the ! symbol to explicitly exclude a LCR code from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using all LCR codes beginning , you could enter . To report on more than one LCR code, use a comma to separate each entry.Response
This option allows you to filter calls based on their response time, measured in seconds. Specify the desired response time threshold in the text box provided.
| Reporting_filter |
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| Filter | Response time |
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| Value | >10 |
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In the above example, the search results will display calls that have a response time greater than 10 seconds.
You can specify a response time range by using the symbol and; to specify limits, use the comparison operators, >, <, and
.Start time
This option allows you to filter calls based on the time the call started. Specify the start time in the text box provided using the hh:mm:ss format.
For example, to include only calls that began after 10 am, you could enter 10:00:00 in the Start time field, as shown below:
| Reporting_filter |
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| Filter | Start time |
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| Value | 10:00:00 |
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Trunk access code
If your telephone system uses trunk access codes to connect calls using specific channels, you can limit your report's results to include only calls made using those codes. Specify the trunk access code in the text box provided.
| Reporting_filter |
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| Filter | Trunk access code |
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| Value | 9 |
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You can use the ! symbol to explicitly exclude a trunk access code from the report's results, and/or the
symbol as a wildcard in digit pattern matching. For example, to exclude calls made using the trunk access code, you could enter . To report on more than one trunk access code, use a comma to separate each entry.Selecting the report options
This section allows enables you to further narrow down your report results, by excluding certain types of calls or sorting the . It also allows you to sort the report's results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.
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Exclude weekends
If you would like to To exclude weekend calls from the search your report's results, simply select the tick-box to exclude weekend callsselect the
option.
Exclude transfers
Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfersTo exclude transferred calls from your report's results, select the
option.
Sort order
Expanding the drop-down list available, you can choose whether you would like Choose from the
drop-down list whether you want the results of the report to appear in ascending or descending order.
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| Filter | Sort order |
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| Value | Ascending |
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| Option | Sort order |
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Sort results by
You may choose the order in which results are sorted by selecting the appropriate option from the list provided:To sort your report's results by a particular column, select it from the
drop-down list.| Reporting_filter |
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| Filter | Sort results by |
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| Value | Day |
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Ignore short missed calls
shorter thanIf you would like to exclude Missed calls below a certain duration can sometimes pollute the meaning of a report's results. To exclude such short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls (a duration threshold in the text box provided, e.g. to ignore calls below 3 seconds), simply enter the number enter
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This section allows you to choose the output media format of your completed report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. The formats available are
, , , and .More details about each report format are available in the Setting the report format section above.
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Creating the report
When you have chosen selected a reporting period , and are happy with your selections, you have two options:
run the report nowschedule the report for future deliveryand have chosen any filters and options, you can either run the report immediately by clicking on the
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If you click on the Run now button, the report will run instantly in your chosen format.
If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.
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The report's results
When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.
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As with all reports, the header of the report includes:
- the report title
- the date and time of the report
- the name of the report, if applicable
The WEB format allows for complete flexibility when viewing any report. All headers are clickable, allowing you to re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.
The body of the report consists of a table showing a summary of the handling of your incoming and outgoing calls on each day during the period you selected. Each line (or day) shows the following information:
| Header | Description |
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| Day | This column shows the date referred to in the summary of calls alongside. |
| Inbound | The answered calls columm is always displayed in green. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa. : The total volume of calls received on the date shown.- Total duration: This column would show the total length of time spent on incoming calls on this day. Just click on the header to re-order the column.
- Average duration: The average call duration of inbound calls on the date shown alongside.
- Average response: Shows the average length of time taken to answer a call on that day.
- Duration Avg: This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).
Select this option if you want to sort your missed call in order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. How long the average caller waited before abandoning the call (in seconds).
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| Missed | The missed calls column is always displayed as red. It allows you to re-order your details based on the total number of missed calls for the date shown alongside. |
| Outbound | The outbound calls column is always displayed in blue. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.- : The total volume of outbound calls on the date shown.
- Total duration: This column would show the total length of time spent on outbound calls on this day. Just click on the header to re-order the column.
- Average duration: The average call duration of outbound calls on the date shown alongside.
- Cost This is the total cost of calls made on this day. Please note that on multi-national sites the cost would normally be set to appear in local currency.
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If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-
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