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The Full Call Analysis report breaks down your working day into half-hour segments, providing a clear graphical representation of your outbound, answered and abandoned calls. Call volumes are shown as maximums and averages which can help with staff planning.
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Access the Reports screen, select the Full Call Analysis report from the list and click on the button.
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A new window will open, allowing you to configure the parameters of your report:
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Select a report period
For each report, you must specify a time span that covers the calls you want the report to include.
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Select a particular trunk
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Creating the report
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The report's results
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Select calls to specific presented numbers
If you want to report only on calls to a specific number or range of numbers, enter the number(s) in the field provided, as shown below:
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Transferred calls
If you want to report only on direct calls and exclude those transferred from another party, tick the Exclude box, as shown below:
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Creating the report
When you have selected a reporting period and have chosen the report's criteria, click on the button, as shown below:
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The report's results
Below is an example of this report's output:
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The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.
The body of the report consists of a detailed table displaying a breakdown of calls organised in half-hour time slots. The column headers of the table are described below:
| Answered Calls | |
| Column header | Description |
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| Time slot | The time period to which the other headers' results relate |
| Number of calls | The total number of answered calls |
| Ring time - Max | The maximum length of time a caller waited before a call was answered (in seconds) |
| Ring time - Avg | The average length of time a caller waited before the call was answered (in seconds) |
| Call duration - Max | The duration of the longest answered call (in hours, mins, secs) |
| Call duration - Avg | The average length of all answered calls (in hours, mins, secs) |
| Abandoned Calls | |
| Column header | Description |
| Number of calls | The total number of abandoned calls |
| Wait time - Max | The maximum length of time a caller waited before abandoning the call (in seconds) |
| Wait time - Avg | The average length of time a caller waited before abandoning the call (in seconds) |
| Outbound Calls | |
| Column header | Description |
| Number of calls | The total number of outbound calls |
| Call duration - Max | The duration of the longest outbound call (in hours, mins, secs) |
| Call duration - Avg | The average length of all outbound calls (in hours, mins, secs) |
| Call duration - Total | The total duration of time spent on outbound calls |
| Average Cost | The average cost of all outbound calls |
| Total Cost | The total cost of all outbound calls |