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In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the Period dropdrop-down list and specifying your own own Start date, Start time, End date and End time of the period you want to report on. and End dates, as shown below:
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Weekend
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calls
Calls made at weekends may distort your result, and you are therefore given the opportunity here to neglect to take them into account. Tick the box to exclude calls received at weekends - Saturdays and Sundays will then be excluded from the report's results.the result of the report. To exclude such calls, tick the
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Transferred calls
Similarly, If you can opt to exclude calls that were answered as a result of a transfer from one party to another. This allows you to concentrate only on those extensions that take calls directly from outside your organisation, rather than those secondary extensions that receive the call after speaking with another party.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
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When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:
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The report's results
Below is an example of this report's output, displaying the total volume of all inbound and outbound calls for each day.
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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 table showing a summary of your incoming and outgoing calls for each day during the period you selected. Each row shows the following information:
| Column header | Description |
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| Day | The date and day of week |
| Incoming Calls |
| Column header | Description |
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| Qty | The total volume of calls received |
| Total Durn | The total length of time spent on incoming calls |
| Avg Durn | The average call duration of inbound calls |
| Avg Response | The average length of time taken to answer a call |
| Lost | The average length of time a caller waited before abandoning the call (in hours, minutes, seconds) |
| Outgoing Calls |
| Column header | Description |
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| Qty | The total volume of outbound calls |
| Total Durn | The total length of time spent on outbound calls |
| Avg Durn | The average duration of outbound calls |
| Cost | The total cost of all calls made, irrespective of each call's local currency |