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The Missed Calls report analyses your missed calls data in order to reveal highlight which callers have or and haven't been responded to. Each missed call is given a priority rating depending on how many times and how often a the caller attempted to make contact. The time window in which a call must be responded to, if it is to be considered handled, is user-definable.
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Running the report
On the the Reports screen screen, click on select the Missed calls in the reports list and then press the report from the left-hand pane and click the button button.
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If both a site and group have been selected, you can further limit the report's results to include only calls by involving a particular user, by selecting it that user from the drop-down list.
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Once you have selected the scope of your report, click click on the button to set additional report parameters and options. To , or to run the report immediately without doing so, click the click the button.
Selecting the report filters
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Account code
If you want to To produce a bill report consisting only of only chargeable calls that were made using a particular account code, enter the account code in the field provided.
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Selecting the report options
This section enables you to further narrow down your report results, by excluding certain types of calls. It also allows you to sort the report's results in a particular mannemanner.
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Summary only
To show only show a summary of lost calls in your report's resultsyour missed calls, instead of a an itemised list of all calls, tick the box
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Callback interval
This options option allows you to define, in hours, the time window in which a call must be responded to, in order to be considered as handled. The default callback interval is 24 (hours), but you are given the option to may enter your own values.value, as shown below:
Selecting the report format
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More details about each report format are available in the Setting the report format section above.
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The Web format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.
The report has two clear tabs, and calls. The calls tab shows calls that were missed but never responded to. The calls tab shows calls that were missed initially but eventually responded to.
Missed calls
The headers of this report are as followsconsists of two sections:
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Missed calls
The
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| First AttemptThis column displays the attempt | The date and time that of the first missed call was missed. | ||||
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller | ||||
| Contact | The person or extension number who missed the call. If several people were callcalled, the word 'Various' will appear here.field will display the caption,
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| Avg ring time | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.length of time a missed call rang before being abandoned | ||||
| Attempts | The number of times the caller tried to get through attempted to reach the specified contact without success. | ||||
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
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Where more than one attempt has been made, simply click to expand and see all attempts. |
Handled calls
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Handled calls
The
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| Handled | This column displays the The date and time that the call was actually handled. |
| CLI | The Calling Line Identity telephone number of the caller. Note this field will be blank if withheld.remote caller |
| Contact | The person or extension number who missed eventually handled the call. If several were call, the word 'Various' will appear here. |
| Duration | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours.of the handled call |
| Attempts | The number of times the caller tried to get through without success.call attempts made before the call was eventually handled |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by is calculated by dividing the difference in time between the first and last call divided attempt by the total number of times they called. |
To get more details on the previous lost calls, i.e. missed calls before it was eventually handled, simply click on the call and all calls will be displayed as shown below. The red calls are the earlier missed calls. Any calls shown in green were handled by a later inbound call being answered. Calls shown in blue were handled when someone made an outbound call.
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Clicking on an individual call will show an itemised list of all call attempts made by that same caller; clicking on the
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To modify your report to cover a larger organisational scope, click on an element of the breadcrumb as shown below:
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