Total Call Activity Report (Outgoing Call Activity Template)

IPFX Reports

Report Heading

Definition

Time in Queue/Offhook

Time the call was in the outbound queue before being delivered/Time phone was offhook

Time Ringing at Extension

Time taken to connect to called party

Time Talking

Time Spent Talking on the Call

Daily Total - Count

Count of the Calls on the Specified Day

Daily Total - Time in Queue/Offhook Avg.

Sum of Time in Queue/Offhook Divided by Daily Total - Count

Daily Total - Time Ringing at Extension Avg.

Sum of Time Ringing at Extension Divided by Daily Total - Count

Daily Total - Time Talking Avg.

Sum of Time Talking Divided by Daily Total - Count

About the Total Call Activity Report (Outgoing Call Activity Template)

Based on the Total Call Activity base report, the information is the same, but is only for Outbound calls only.

To create the Total Call Activity Report (Outgoing Call Activity Template):

  1. Select Call Activity > Total Call Activity:

  2. Select Report Template > Outgoing Call Activity.
  3. Enter the following report criteria as required:

    Period

    The span of days covered by the report (Today, Last Week etc.)

    Alternatively, specify the exact date range using the Date criterion.

    Dates

    The date range you wish to cover in the report.

    Times

    Select hours of the day that you wish to cover in the report.

    Group By

    Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.

    Queue Group

    Narrows the scope of the report to a specific Queue Group.

    Queue Number

    Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard.

    To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.

    Team

    Narrow the scope of the report to the include only the selected Team.

    Extension Number

    Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern.

    To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.

    Item or Media Type

    Narrow the scope of the report to include only the selected incoming queue media.

    Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report.

    Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.

    Call Type

    Narrows the scope of the report to include only calls of a specific type:

    Callback - callbacks

    Incoming – inbound calls to extensions or DDIs only (not inbound to queues)

    Outgoing – outbound calls from extensions or DDIs

    Queue – inbound calls to a queue

    Release Type

    Narrows the scope of the report to include only calls that ended with the selected release type:

    Abandoned – calls that were abandoned before being answered

    Callback-deleted – callbacks that were deleted (only available with certain IPFX modules)

    Callback-rescheduled – all Callbacks that were rescheduled (only available with certain IPFX modules).

    Normal – calls that were answered normally.

    Voicemail Handled – calls that were sent to and handled by voicemail.

    Caller ID

    Narrows the scope of the report to include only calls originating from a specific Caller ID (also called CLI, Calling Line Identifier).

    DNIS, Dialled Number, Dialled Number In, Dialled Number Out, Number Dialled

    Narrows the scope of the report to include only calls associated with the selected DNIS.

    Note: DNIS (Dialled Number Inbound Service) for inbound calls refers to the number dialled by a customer. For outbound calls, DNIS refers the phone number dialled out. Select whether the report shows inbound or outbound calls with the Call Type criterion.

    Show Notes

    Determines whether the report will show call notes (entered by an extension after a call).

    Yes – include notes in the report

    No – do not include notes in the report

    Ignore – Show everything including Notes

    Show WrapUpCodes

    Determines whether the report will show WrapUp codes.

    Yes – Show WrapUp Codes in the report

    No – Do not show WrapUp Codes in the Report

    Ignore – Show everything including WrapUp Codes

    Show Off Hook

    Available on NEC PBX

     

    Narrows the scope of the report to include or exclude extensions that have gone off-hook, but which have not made a call. NEC PABXs only.

    Yes – shows only extensions that went Off hook

    No – does not show extensions that went Off hook

    Ignore – shows all extension activity whether on or off hook.

    Include Virtual Queues

    Includes both standard and Virtual queues in the report.

    Format Time

    Changes the way that time is displayed in the report:

    Yes - Displays time in hh:mm:ss format.

    No - Displays time in seconds.

    Ignore - (Has the same effect as selecting Yes)