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Introduction
Analyse your missed calls in more detail to see which callers have and haven't been responded to. Results are arranged into two sections, Missed and Handled, showing calls that were never responded to, and those that were.
Each missed call is also given a priority depending on how many times and how often a caller attempted to make contact.
The call back period i.e. the window in which a call must be responded to in order to be considered handled, is user-definable.
Understanding the Results
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:
| Header | Description |
|---|---|
| Date & Time | This column shows the date and time when the call was made. |
| Source | This column shows the identity of the person who made the call i.e. If a user name is present it will show the name, if there is no name associated with the user, only the extension name will show. |
| CLI | This column would show the caller line identification of the caller. |
| Route | This column shows the number or location dialled e.g. 07828 123 456. |
| Destination | This is the location name associated with the number dialled. Please note that any number can be customised with its own specific duration in the locations field of the Directory. |
| Response | ................................. |
| Duration | The duration field shows the total time spent on the call in hh:mm:ss format. |
| Cost | This is the total cost of the call. Please note that on multi-national sites the cost would normally be set to appear in local currency. |
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:
