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Click on the Reports tab and select Enterprise overview from the left-hand pane. The screen displaying the parameters of the report will appear, where you can configure the entity, period, filters, options and format of the report.

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

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When you have configured the report's parameters, click on the Run now button to run the report immediately; alternatively, you can save the report's definition or schedule the report for future delivery.

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The report's results

The results of the report show a summary of call volumes - organised by call type - for the report entity you selected. By clicking on the About this report link at the top-right corner of the page, you can review any filters and options that have been applied to the report.

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

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Group level

By clicking on a site, you can drill down into group-level information, 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.

 

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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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The headers of the itemised call table are described below:

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