Organisation Drill-Down

Introduction
Running the report
Creating the report
The report's results

Introduction

The Organisation Drill-Down report is an interactive, click-able report, showing call summaries for inbound and outbound calls. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down into each value to see the same call information for subsequent groups or users. Totals, maximums and averages are displayed at the foot of each column.

Running the report

On the Reports screen, select the Organisation Drill-Down report from the reports list and click on the Run now button.

A new window will open, allowing you to configure the parameters of your report:

Select a report period

For each report, you must specify a time span that covers the calls you want the report to include.

There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the Period drop-down list and specifying your own  Start date, Start time, End date and End time of the period you want to report on.

Select a site

If your system is set-up for multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

Select an extension group

To further limit your report's results, you can select a particular group to report on, or leave blank to report on all groups

Specify a partial dialled number

You can report on calls to a particular area or number by entering a partial or full number in the field provided, e.g. if you would like to see how much each department spends on calls to mobile numbers, enter 07 or for international calls, enter 00.

Specify call duration (secs)

If you want to exclude calls below a certain duration, enter the minimum duration in the field provided.

Select a field to order the results by

By default, the results are ordered by cost. To sort the report's results by a different column, select it from the drop-down list.

Sort order

Results, by default are ordered in ascending order. If you want to order the results in descending order, tick the appropriate option.

Options

Selecting the Enable hyperlinks option, allows you to drill-down into the report by clicking on the hyperlinks for each extension group, or individual extension. Hyperlinks are usually shown with a blue underline, which could be undesirable when printing reports. By deselecting the option you can have the system producing a static report that doesn't allow the user to drill down.

To show a summary of all calls, rather a breakdown of all unanswered, answered and outgoing calls, select the option to Combine call totals.

Creating the report

When you have selected a reporting period and have chosen any criteria of the report, click on the Run now button, as shown below:

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.

The heading of the report will display the title of the report, 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 will display call summary information for each extension group. A description of each column header is described in the table below:

Drilling down

Having seen the summary information for each extension group, you may wish to see the same call information for each individual extension within a particular group. To drill down into the report, click on an extension group hyperlink, as shown below:

To see even more detailed call information, click on any extension and a new report is produced showing - in chronological order - the actual calls that were made and received by that particular extension.

The output at this level will display an itemised list of all calls made and received, there is no summary information, and so there is a different structure, as defined below:

Introduction

A simple, quick, easy-to-use, fully-clickable report which begins with a complete summary of all extension groups' activity (outgoing and incoming calls) and each group's total call costs. Click on the group you're interested in, and the report zooms in to show the same summary information for each individual extension in that group. Zoom in further by clicking on a particular extension, and the report will show you a detailed log of all activity on that extension. An added bonus of this report is its ability to identify calls on extensions that you mightn't have thought even existed! These are shown separately at the foot of the extension groups, and can sometimes create a few surprises!

Running the report

Click on the function button, on the top right-hand side of the main application window to access the Reports screen.

From this screen, either double-click on the Organisation Drill-Down report in the reports list or select it and press the button, as shown below:

The following Report Selection Criteria window will be displayed:

Select a report period

You need to select a time period for which you want the report to produce information for. You can select a pre-set period from the drop-down list, as shown above.

The default is set to Last Month (the period from the first day to the last day of the previous calendar month, and NOT the last 30 days).

Or enter your own custom period

If you want to specify a period not shown in the list, go back to the Select a report period field and select Custom Period from the drop-down list and then enter your Start and End dates and times manually into the boxes provided, as shown above.

Select a specific site

If your system is set-up to administer multiple sites, you have the option of selecting a particular site here. Select the blank line (or leave the box empty) to report on all of your sites.

Select an extension group

You can shortcut the extension group summary by explicitly choosing an extension group from this list. Leave the selection blank in order to produce a clickable summary of all extension groups, along with their summary information.

Specify a partial dialled number

You can report on calls to a particular area or number by entering a partial or full number in the field below. e.g. enter '07' if you would like to see how much each department is spending calling mobiles or '00' for International calls. Leave the selection blank if you are not interested in calls to specific locations.

Specify call duration (secs)

If you want to exclude calls below a certain duration, enter a minimum duration here e.g. '5' for five seconds. Leave the selection blank if you are not interested in a minimum call duration.

Select a field to order the results by

Results, by default are ordered by cost. If you want to order the results in any other order, select the field here e.g.

Sort order

Results, by default are ordered in ascending order. If you want to order the results in descending order, tick on Descending here.

Options

Selecting (ticking) the options above allows you to traverse the report by clicking on the hyperlinks for each extension group, or individual extension. Hyperlinks are usually shown with a blue underline, but these can be undesirable when printing reports. By deselecting this option (clearing the tick mark), you can have the system produce a static report that doesn't allow the user to drill down.

To show a summary of all calls, rather a breakdown of all unanswered, answered and outgoing calls, select the option to Combine call totals.

Creating the Report

When you have chosen a reporting period, and are happy with your selections, click on the Run Now button.

The results

In the top left-hand corner of the report is the report's title, followed by the selection criteria you selected when you ran the report. The body of the report consists of detailed summary information about each extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to right:

NOTE: In addition to the summary information, totals and averages of all extension groups are shown in footer for each column.

Drilling down

Having seen the summary information for each extension group, you may wish to see the same information for each individual extension in a particular group. Assuming the Enable click-throughs option was selected in the report selection criteria screen, each extension group will be coloured blue and underlined, indicating a hyperlink.

Click on the extension group you're interested in, and a new report will be produced showing the same summary information, but this time for each individual extension in the selected group, as shown below:

Finally, by clicking on the hyperlink of a particular extension, a new report is produced showing, in chronological order, the actual calls that were made and received by that particular extension.

The output for this, the lowest level in the Organisation Drill Down report, is slightly different than the previous summary screens. Because this is an itemised list of all calls made and received, there is no summary information, and so there is a different structure, as defined below:

NOTE: Again, the column footer is slightly simpler; there are no averages, only totals.