Total Call Activity Report (Queue Call Type by Extension Summary Template)

IPFX Reports

Report Heading	Definition
Queue/Extn - Incoming Call Count	Total Incoming Calls Answered on the particular Queue/Extn
Queue/Extn - Incoming Total	Total Time spent on Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Min	Min Time spent on an Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Max	Max Time spent on an Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Avg	Queue/Extn - Incoming Total Divided by Queue/Extn - Incoming Call Count
Queue/Extn - Outgoing Call Count	Total Outgoing Calls Answered on the particular Queue/Extn
Queue/Extn - Outgoing Total	Total Time spent on Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Min	Min Time spent on an Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Max	Max Time spent on an Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Avg	Queue/Extn - Outgoing Total Divided by Queue/Extn - Outgoing Call Count
Queue/Extn - Queue Call Count	Total Queue Calls Answered on the particular Queue/Extn
Queue/Extn - Queue Total	Total Time spent on Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Min	Min Time spent on an Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Max	Max Time spent on an Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Avg	Queue/Extn - Queue Total Divided by Queue/Extn - Queue Call Count
Extensions Totals - Incoming Call Count	Sum of Queue/Extn - Incoming Call Count for the particular Extension
Extensions Totals - Incoming Total	Sum of Queue/Extn - Incoming Total for the particular Extension
Extensions Totals - Incoming Min	Min from Queue/Extn - Incoming Min for the particular Extension
Extensions Totals - Incoming Max	Max from Queue/Extn - Incoming Max for the particular Extension
Extensions Totals - Incoming Avg	Extensions Totals - Incoming Total Divided by Extensions Totals - Incoming Call Count
Extensions Totals - Outgoing Call Count	Sum of Queue/Extn - Outgoing Call Count for the particular Extension
Extensions Totals - Outgoing Total	Sum of Queue/Extn - Outgoing Total for the particular Extension
Extensions Totals - Outgoing Min	Min from Queue/Extn - Outgoing Min for the particular Extension
Extensions Totals - Outgoing Max	Max from Queue/Extn - Outgoing Max for the particular Extension
Extensions Totals - Outgoing Avg	Extensions Totals - Outgoing Total Divided by Extensions Totals - Outgoing Call Count
Extensions Totals - Queue Call Count	Sum of Queue/Extn - Queue Call Count for the particular Extension
Extensions Totals - Queue Total	Sum of Queue/Extn - Queue Total for the particular Extension
Extensions Totals - Queue Min	Min from Queue/Extn - Queue Min for the particular Extension
Extensions Totals - Queue Max	Max from Queue/Extn - Queue Max for the particular Extension
Extensions Totals - Queue Avg	Extensions Totals - Queue Total Divided by Extensions Totals - Queue Call Count
Team Totals - Incoming Call Count	Sum of Extensions Totals - Incoming Call Count for the particular Team
Team Totals - Incoming Total	Sum of Extensions Totals - Incoming Total for the particular Team
Team Totals - Incoming Min	Min from Extensions Totals - Incoming Min for the particular Team
Team Totals - Incoming Max	Max from Extensions Totals - Incoming Max for the particular Team
Team Totals - Incoming Avg	Team Totals - Incoming Total Divided by Team Totals - Incoming Call Count
Team Totals - Outgoing Call Count	Sum of Extensions Totals - Outgoing Call Count for the particular Team
Team Totals - Outgoing Total	Sum of Extensions Totals - Outgoing Total for the particular Team
Team Totals - Outgoing Min	Min from Extensions Totals - Outgoing Min for the particular Team
Team Totals - Outgoing Max	Max from Extensions Totals - Outgoing Max for the particular Team
Team Totals - Outgoing Avg	Team Totals - Outgoing Total Divided by Team Totals - Outgoing Call Count
Team Totals - Queue Call Count	Sum of Extensions Totals - Queue Call Count for the particular Team
Team Totals - Queue Total	Sum of Extensions Totals - Queue Total for the particular Team
Team Totals - Queue Min	Min from Extensions Totals - Queue Min for the particular Team
Team Totals - Queue Max	Max from Extensions Totals - Queue Max for the particular Team
Team Totals - Queue Avg	Team Totals - Queue Total Divided by Team Totals - Queue Call Count
Grand Total - Incoming Call Count	Sum of Team Totals - Incoming Call Count
Grand Total - Incoming Total	Sum of Team Totals - Incoming Total
Grand Total - Incoming Min	Min from Team Totals - Incoming Min
Grand Total - Incoming Max	Max from Team Totals - Incoming Max
Grand Total - Incoming Avg	Grand Total - Incoming Total Divided by Grand Total - Incoming Call Count
Grand Total - Outgoing Call Count	Sum of Team Totals - Outgoing Call Count
Grand Total - Outgoing Total	Sum of Team Totals - Outgoing Total
Grand Total - Outgoing Min	Min from Team Totals - Outgoing Min
Grand Total - Outgoing Max	Max from Team Totals - Outgoing Max
Grand Total - Outgoing Avg	Grand Total - Outgoing Total Divided by Grand Total - Outgoing Call Count
Grand Total - Queue Call Count	Sum of Team Totals - Queue Call Count
Grand Total - Queue Total	Sum of Team Totals - Queue Total
Grand Total - Queue Min	Min from Team Totals - Queue Min
Grand Total - Queue Max	Max from Team Totals - Queue Max
Grand Total - Queue Avg	Grand Total - Queue Total Divided by Grand Total - Queue Call Count

About the Total Call Activity (Queue Call Type by Extension Summary Template)

This report gives a detailed breakdown of the kind of calls the extension is handling. Outbound calls, Queue calls and Personal Queue calls are detailed in this report.

The report divides Queue call data into individual Queues. Data is displayed on multiple agents in multiple queues, showing details about how many calls were received and/or made, and minimum, average and maximum talk times.

To create the Total Call Activity Report (Queue Call Type by Extension Summary Template):

Select Call Activity > Total Call Activity:
Select Report Template > Queue Call Type by Extension Report.
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	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)

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