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Introduction
The Call Volumes report enables gives you to get a complete picture of your call volumes organised by site, group or user. This drill-able report It provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blockstime slots. Internal and external calls are itemised separately and every value can be shown as either toggled between a percentage or a number. Additionally, all of the displayed values are shown as hyperlinks, allowing you to drill down further into the results.
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On the Reports screen, select the Call volumes volumes report from the left-hand pane and click the Select this report button.
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You can specify a cost range by using the symbol; to specify limits, use the comparison operators, >, <, and
.
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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.
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The report is divided into three sections: Graph, Details and Summary.
Graph
The
tab provides a visual representation of all inbound, outbound and missed calls for both external and internal
call activity. A simple toggle button
on at the top right of the screen
allows the user enables you to flip between call volumes and percentages.
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Details
The Details section replaces the graph with the
tab shows the actual volumes (or percentages) of calls for each time slot throughout the day.
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All numeric figures are drill-able, therefore, clicking on any of them will display shown as hyperlinks, allowing you to drill down into an itemised list of calls, as shown below:the calls that they represent.
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Each column of the table is described here
Below is a description of each table header:
| Header | Description |
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| Date & Time | The date and time the call started. |
| Source | The location place from where the call originated. |
| CLI | The telephone number of the remote caller for inbound calls. |
| Route | The information displayed in this field will be is determined by the type of call.: - For for incoming calls, this shows the route field will show the CLI of the caller.;For
- for incoming internal calls, the route field will show this shows either the user name caller's username or extension number.;For
- for outgoing calls the route field will show the , this shows the dialled number.;
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| Destination | The information displayed in this field will be is determined by the type of call.: - For Incoming calls for incoming calls, this shows the name of the user whose extension answered the call is shown. If the user has not been allocated a name, , or the extension number is shown instead.
- For outgoing calls the destination dialled is shown. Where you have added a more specific location name (e.g. Joe Bloggs mobile), this will be shown instead of the generic location name.
- For internal calls the extension dialled will be shown 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 [ ].
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| Response | The length of time it took for the call to be answered (i.e. the response time) |
| Duration | The duration of the call (in hours, minutes and seconds.) |
| Cost | The cost of the call. |
 Image Removed | This icon will show only if there is a recording file associated with the call. |
Summary
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Summary
The
tab shows a summary of all call activity for the reporting period you selected.
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You can easily re-run To modify your report to cover a larger organisational scope, by clicking click on an element of the breadcrumb as shown below:
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