Summary

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Title

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1		-Recordings
	1	+Reports

Content

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2	2	(((
3	3	(% class="container" %)
4	4	(((
5		-= Recordings =
	5	+= Reports =
6	6
7		-Find and listen to your call recordings on this page.  You can also download and share recordings via email.
	7	+The Reports section allows to query the phone usage on the system.
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12	12	(((
13	13	(% class="col-xs-12 col-sm-8" %)
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15		-== Search Parameters ==
	15	+
16	16
17		-* From Time
18		-* To Time
19		-* Extension
20		-* Caller ID
21		-* DID
22		-* Queue
23		-* Source Number
24		-* Destination Number
25		-* Min Duration (seconds)
26		-* Max Duration (seconds)
27		-* Call Type
	17	+== Report Types ==
28	28
29		-== Call Recordings Table ==
	19	+The different report types parse your call records in different ways.  Depending on the statistics you are looking for
30	30
31		-Once your search is complete, the call recordings table will appear.  You can click on  any of the column headers (except Action) to sorted the list.
	21	+* Agents
	22	+** Agent Summary - Basic call statistics by extension
	23	+** Agent Detail - Detailed call statistics by extension
	24	+** Calls Per Day/Hour - Extension call count for a specified hour block of a specified date
	25	+** Calls Per Day/Hour(Detailed) - Extension call count for any hour block where at least one call occurred
	26	+** Calls by Day - Basic extension statistics by Day of the Week
	27	+** Calls by Day of Month - Basic extension statistics by Month Date (1st, 2nd, 3rd, etc.)
	28	+** Extension List Basic - Dialable extensions and SBC Usernames
	29	+** Extension List Detailed - Dialable extensions, SBC Usernames, Notifications Email, and Mobile Number
	30	+* Numbers
	31	+** DID Summary - Inbound call statistics by DID/phone number
	32	+** Destination Summary - Outbound call statistics per phone number
	33	+** New Callers - Inbound Caller ID Numbers which have not called before the specified date range
	34	+** Top Callers - Inbound Caller ID Numbers listed by amount of call to any DID on account
	35	+** Calls by Hour - Call statistics per Hour Blocks
	36	+** Calls by Day - Call statistics per Day of Week
	37	+** Calls by Day of Month - Call statistics per Month Date (1st, 2nd, 3rd, etc.)
	38	+** Calls by Disposition - Call statistics by last state before hang-up occurred
	39	+** Unreturned Calls - Inbound Caller ID not found in Outbound Destination logs
	40	+* Queues
	41	+** Agent Performance - Basic call statistics by extension for Queue Calls
	42	+** Abandoned Calls - Detailed call statistics by extension for Queue Calls
	43	+** Abandon Rate - Inbound calls that reached a Queue but ended before
	44	+** Frequent Callers - Inbound Caller ID Numbers ranked by amount of inbound calls during specified date range
	45	+** Wait Time - Average call wait times by Queue
	46	+** Calls by Disposition - Queue call statistics by last state before hang-up occurred
	47	+** Calls by Hour - Queue call statistics per Hour Blocks
	48	+** Calls by Day - Queue call statistics per Day of Week
	49	+** Calls by Day of Month - Queue call statistics per Month Date (1st, 2nd, 3rd, etc.)
	50	+** Performance - Queue statistics totals
	51	+** Agent Log - All actions perform by the Queue or Queue Agents
	52	+* Custom Reports - Reports created specifically in addition to standard report types.
	53	+* CDR's (Call Detail Records)
	54	+** Calls
	55	+** SMS
	56	+** Video Calls
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33		-* Date/Time
34		-* Call Type
35		-* Caller ID
36		-* From
37		-* To
38		-* Duration
39		-* Action
	58	+(% class="wikigeneratedid" %)
	59	+== Tools ==
40	40
41		-
	61	+These tools and functions will appear on each report type section allowing you to filter data, create preset filter, create subscriptions, refresh data and download reports.
	62	+
	63	+=== Filters ===
	64	+
	65	+The symbol at the top right of the Filters section allows you to reset all the set filters back to their default settings.
	66	+
	67	+{{info}}
	68	+Note: Not all filter types will appear on all report types.
	69	+{{/info}}
	70	+
	71	+* KPI: Choose what statistics are displayed for each agent
	72	+* Agents: Choose which specific agents’ to display statistics for
	73	+* Groups: Choose a pre-defined group of agents to display statistics for
	74	+* Numbers: Choose the original dialed number(s) to display statistics for
	75	+* Queues: Choose which queue(s) to display statistics for
	76	+* Date: Define the date range to be included in the statistics displayed
	77	+* Duration: Allows you to filter and show statistics for calls only if they fall within the defined duration.  Leaving blank will show all calls, regardless of their duration.
	78	+
	79	+=== Settings: ===
	80	+
	81	+You can click on the settings icon (small blue gear) on the upper right side of the page to change the view and metrics shown. The options in settings will allow you to see the total calls to each DID or the average duration of each call to that DID. You can also change the default report shown upon entering the page. These options include dashboard summary,  agents – agent performance, agents – calls per day/hour, queues – agent summary, queues – abandoned, queues – calls per day/hour, or CDR’s. You can also create, upload, and save a preset report format , select the current report as your favorite, delete a preset, and choose whether to refresh the information in the report manually or automatically.
	82	+
	83	+=== Refresh Button: ===
	84	+
	85	+Clicking on this manually refreshes the page and the information contained within the page.
	86	+
	87	+=== Download Button: ===
	88	+
	89	+Clicking on this button gives you the option to download the information on the current page as a .PDF or .csv file.
	90	+
	91	+=== Show Entries drop down menu: ===
	92	+
	93	+This menu gives you the option to show 10, 25, 50, or 100 entries per page.
	94	+
	95	+=== Search field: ===
	96	+
	97	+Enter your search criteria data here to locate specific calls using the DID, total calls, average duration, total wait, average wait, or any numerical or alphabetical value to bring up matching data.
	98	+
	99	+=== Page button: ===
	100	+
	101	+Located at the bottom right corner of the page is the page button. This button allows you to scroll through the pages one at a time or jump to a particular page.
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48	48	{{toc/}}
49	49	{{/box}}
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51		-[[image:Recordings.png||alt="image1.jpg"]]
52		-//Figure 1: Call Recordings//
	111	+[[image:ReportsAgentSummary.png||alt="image1.jpg"]]
	112	+//Figure 1: Agents Summary Report//
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