Call

Call is the report category where data related to calls, queues, and customer representatives is reported. Through this category, you can review call traffic, call statuses in queues, and customer representative call performance across different reports.

To access this report category, follow Reports > Advanced Reports > Call from the left menu.
You can customize the columns displayed in the reports according to your needs. To do this, click Column Manager and activate or deactivate the columns you want to display.
You can also use the AI feature to filter your reports. To do this, click the AI button at the top of the screen. Enter the criteria for the report you want to generate in the chat field and submit them. The report is automatically generated according to the criteria you enter.
You can also use the Search field to complete the filtering process quickly. The relevant report data is listed according to the information you enter.
All reports in this category can be exported in Excel, PDF, CSV, XML, and JSON formats.
This report category contains 3 categories: Call, Queue, and Customer Representative.

A. Call

Call is the report category containing detailed data on incoming and outgoing calls. This category includes the Call Details, General Call Traffic, Voicemail & Callback, TTS Usage Report, and Duplicate Calls reports.

To access this report category, follow Reports > Advanced Reports > Call > Call from the left menu.
Filtering fields are available at the top of the reports. You can use filters such as Date, Call Type, Direction, Queue, and Caller to find the data you are looking for.

1. Call Details

Call Details is the report where detailed information about calls made within a specific date range is displayed. It allows you to access historical records of a specific call and examine its process and outcome in detail.

To access this screen, follow Reports > Advanced Reports > Call > Call > Call Details.

The report contains the following information:

Call No: The SIP information of the call.
Start: The date and time when the call started.
Direction: Indicates whether the call was incoming or outgoing.
Call Type: Information about the type of the call.
Caller No: The phone number that initiated the call.
Caller Name: The name of the person who initiated the call.
Called No: The phone number to which the call was directed.
Queue: Information about the queue to which the call was assigned.
Answering Agent: Information about the customer representative who answered the call.
Answering Extension: The extension number of the customer representative who answered the call.
Waiting Time: The time the call waited before being answered.
Talk Time: The duration of the conversation during the call.
Total Duration: The total duration of the call.
Call Result: Information about the call outcome, such as whether the call was answered or whether an outgoing call was busy.
Terminated By: Information about the party that ended the call.

2. General Call Traffic

General Call Traffic is the report where general call activity within a specific date range is displayed. It allows you to track call volume and overall call activity in the system by date.

To access this screen, follow Reports > Advanced Reports > Call > Call > General Call Traffic.

The report contains the following information:

Date: The date to which the call traffic belongs.
Incoming Calls: The number of incoming calls made on the relevant date.
Answered Incoming: The number of answered calls among incoming calls.
Incoming Duration: The total duration of incoming calls.
Unanswered: The number of calls that ended without being answered.
Outgoing Attempts: The number of outgoing call attempts made.
Outgoing Calls: The number of outgoing calls made.
Outgoing Duration: The total duration of outgoing calls.
Total Calls: The total number of calls made on the relevant date.
Total Duration: The total duration of calls on the relevant date.
Logged In: The number of users who logged into the system.
Active Users: The number of users who were active on the relevant date.
Other: Information about the presence and number of user types such as Admin, Supervisor, Agent, Extension, and Reporter.

3. Voicemail & Callback

Voicemail & Callback is the report where records related to calls involving voicemail messages and callback processes are displayed. It allows you to track the status of relevant records and monitor the current status of voicemail and callback processes.

To access this screen, follow Reports > Advanced Reports > Call > Call > Voicemail & Callback.

The report contains the following information:

Start: The date and time when the call started.
Call No: The call number of the relevant call.
Caller No: The phone number that made the call.
Caller Name: The name of the person who made the call.
Called No: The phone number to which the call was directed.
Queue: Information about the queue to which the call was assigned.
Type: Information about the type of the relevant record.
Mailbox: Information about the mailbox where the voicemail was left.
Duration: The duration of the relevant record.
Resolved: Information on whether the relevant record has been resolved.
Callback Status: The current status of the callback process.
Notes: Notes associated with the relevant record.

4. TTS Usage Report

TTS Usage Report is the report where usage information related to TTS records used in calls is displayed. It allows you to track TTS usage records together with date and call information and access details about the relevant usage.

To access this screen, follow Reports > Advanced Reports > Call > Call > TTS Usage Report.

The report contains the following information:

Caller: Information about the party that initiated the call.
Called: Information about the party to which the call was directed.
Call Type: Information about the type of the call.
Start: The date and time when the relevant TTS usage started.
End: The date and time when the relevant TTS usage ended.
Campaign Duration: The duration of the relevant campaign.
TTS Name: The name of the TTS record used.
TTS Hash: The hash information of the relevant TTS record.

5. Duplicate Calls

Duplicate Calls is the report where repeated calls made from the same caller number are displayed. It allows you to identify repeated calls from the same number within a specific period and track call volume.

To access this screen, follow Reports > Advanced Reports > Call > Call > Duplicate Calls.

The report contains the following information:

Date: The date on which the duplicate calls occurred.
Caller: The caller number that made the calls.
Call Count: The number of calls made by the relevant caller number.

B. Queue

Queue is the report category where waiting and outcome statuses of calls in queues and queue-based satisfaction data are examined. Through this category, you can review calls that ended without being answered in queues and queue satisfaction data in separate reports.

To access this report category, follow Reports > Advanced Reports > Call > Queue from the left menu.
Filtering fields are available at the top of the reports. You can use the Date and Queue filters to find the data you are looking for.
This category includes the Abandoned Calls and Queue-Based Satisfaction reports.

1. Abandoned Calls

Abandoned Calls is the report where calls that ended without being answered in queues within a specific date range are displayed. It allows you to examine calls that ended while waiting in a queue and track call outcomes.

To access this screen, follow Reports > Advanced Reports > Call > Queue > Abandoned Calls.

The report contains the following information:

Start: The date and time when the call started.
Call No: The call number of the relevant call.
Caller No: The phone number that made the call.
Caller Name: The name of the person who made the call.
Queue: Information about the queue to which the call was assigned.
Segment: The first four digits of the caller number.
Waiting Time: The time the call waited in the queue.
Abandon Time: The time the caller spent before ending the call.
Call Result: Information about the call outcome, such as late abandonment or early abandonment.

2. Queue-Based Satisfaction

Queue-Based Satisfaction is the report where data related to the satisfaction status of the queues in the system is displayed. It allows you to track queue satisfaction data comparatively and examine rating results.

To access this screen, follow Reports > Advanced Reports > Call > Queue > Queue-Based Satisfaction.

The report contains the following information:

Queue: Information about the queue to which the satisfaction data belongs.
Date: The date to which the satisfaction data belongs.
Call Count: The number of calls made in the relevant queue.
Answered: The number of calls answered in the relevant queue.
Rated: The number of calls for which a satisfaction rating was given.
Average Score: The average satisfaction score calculated for the relevant queue.

C. Customer Representative

Customer Representative is the report category where data related to customer representative call performance is examined. Through this category, you can review customer representative call counts, answering statuses, talk times, and queue-based call data.

To access this report category, follow Reports > Advanced Reports > Call > Customer Representative from the left menu.
Filtering fields are available at the top of the reports. You can use the Date, Queue, and Agent Extension filters to find the data you are looking for.
This category includes the Agent Call Performance, Agent Call Performance Summary, and Queue-Based Agent reports.

1. Agent Call Performance

Agent Call Performance is the report where data related to customer representative call performance within a specific date range is displayed.

To access this screen, follow Reports > Advanced Reports > Call > Customer Representative > Agent Call Performance.

The report contains the following information:

Agent: Information about the customer representative whose performance data is displayed.
Extension: The extension number of the customer representative.
Date: The date to which the performance data belongs.
Location: The location information of the customer representative in the relevant record.
Total Calls: The total number of calls made by the customer representative.
Answered: The number of calls answered by the customer representative.
Unanswered: The number of incoming calls that were not answered by the customer representative.
Rejected: The number of calls rejected by the customer representative.
Total Talk Time: The total talk time of the customer representative.
Answer Speed: The value related to the customer representative's call answering speed.
First Login: The first login time of the customer representative within the relevant date range.
Last Logout: The last logout time of the customer representative within the relevant date range.

2. Agent Call Performance Summary

Agent Call Performance Summary is the report where summary data related to customer representative call performance within a specific date range is displayed. It allows you to collectively evaluate the basic call performance data of customer representatives in a single report.

To access this screen, follow Reports > Advanced Reports > Call > Customer Representative > Agent Call Performance Summary.

The report contains the following information:

Agent: Information about the customer representative whose performance summary is displayed.
Extension: The extension number of the customer representative.
Date: The date to which the performance data belongs.
Location: The location information of the customer representative in the relevant record.
Total Calls: The total number of calls associated with the customer representative.
Answered: The number of answered calls.
Missed: The number of calls that could not be answered by the customer representative.
Answer Rate: The rate of calls that were answered.
Avg. Talk Time: The average talk time of completed calls.
Time on Call: The total time the customer representative spent on calls.

3. Queue-Based Agent

Queue-Based Agent is the report where customer representative call data is displayed by queue. It allows you to separately track customer representatives' call activity across different queues and examine the data on a queue basis.

To access this screen, follow Reports > Advanced Reports > Call > Customer Representative > Queue-Based Agent.

The report contains the following information:

Agent: Information about the customer representative whose call data is displayed.
Extension: The extension number of the customer representative.
Date: The date to which the call data belongs.
Queue: Information about the queue to which the call data belongs.
Total Calls: The total number of calls made by the customer representative in the relevant queue.
Incoming: The number of incoming calls reaching the customer representative in the relevant queue.
Outgoing Calls: The number of outgoing calls made by the customer representative.
Total Talk Time: The total talk time of the customer representative.
Avg. Talk Time: The average talk time of the customer representative.
Incoming Talk Time: The total talk time of incoming calls.
Answer Speed: The value related to the customer representative's speed in answering incoming calls.