<a id="Introduction"></a>

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.

<a id="Running the report"></a>

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  or for international calls, enter .

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 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.

<a id="Creating the report"></a>

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:

<a id="The report's results"></a>

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. Totals and averages of all extension groups are displayed at the foot of each column.

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 an extension hyperlink and a new report will be produced, showing - in chronological order - an itemised list of all calls made or received by the selected extension, as shown below:

The headers of the itemised call table are described below: