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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:

Screenshotmacro
URL/download/attachments/2785320/enterprise_overview_5.png

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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