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Introduction
The call volumes report allows you to get a complete picture of your call volumes by for any entity including site, group or user. The image on the right is a graphical representation of the data displayed on the left.
This drill-able links allow you to drill-down into any entity for to break it down further.
Total calls are shown in the first column with internal and external calls are itemised separately in the next two columns. Results can be shown as either a value or a percentage using the 'Show values/percentages' toggle link on the top right-hand side of the page.
Understanding the Results
As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.
The call volumes report displays a summary of all inbound, lost and outbound calls with total and average durations and a summary of call costs for each day. The default reports sorts the results in ascending date order.
The web format allows for complete flexibility when viewing this report. All headers are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending or descending order based on the header clicked.
The web format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more details.
The report is divided into three sections:- Graph, Details and Summary
The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show External and Internal calls. A simple toggle button allows the user to flip between call volumes and percentages.
When selecting Web as the output format, this report will appear as above.
The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on About this report at the top right of the page.
All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:
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If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:
