Viewing the Call Report

Call Report lets you monitor all inbound and outbound calls made in your Service Account with filters, such as:

  • Date
  • Call Type
  • Staff Name
  • Status

To view the Call Report, from the navigation menu, go to Report > Call Report.

The Overview section consists of Call Success Analytics and Call Duration Analytics.

Call Success Analytics

The following metrics display in individual block panels arranged in a row and also in an interactive bar and line chart.

Total Call Attempts

The Total Call Attempts block panel displays the total call attempts made for a given period.

In the referenced screenshot, the total call attempts data is 619 for one day.

Total Successful Calls

The Total Successful Calls block panel displays the total successful call made for a given period.

In the referenced screenshot, the total call attempts data is 612 for one day.

Answer Seize Ratio (ASR)

ASR is the percentage of the number of successfully connected calls to the number of attempted calls (it is also called the call completion rate).

Formula:
ASR % = (total number of answered calls / total number of calls) × 100

In the referenced screenshot, the ASR data is 99% for one day.

Call Success Analytics

Call Duration Analytics

The following metrics display in individual block panels arranged in a row and also in an interactive bar and line chart.

Total Call Duration

The Total Call Duration block panel displays the total call attempts made for a given period.

In the referenced screenshot, the total call duration data is 318 for one day.

Total Successful Calls

The Total Successful Calls block panel displays the total successful call made for a given period.

In the referenced screenshot, the total call attempts data is 612 for one day.

Average Call Duration (ACD)

ACD is a quality metric used by telephony providers. It is the average length of an answered call made over the network.

Formula:
ACD = total call duration / total successful calls

In the referenced screenshot, the average call duration data is 1 min (round up to the nearest one) for one day.

Call Duration Analytics

Call Detail Report

The Call Detail Report interface displays consolidated call details that include:

Call Type: Whether off-net or on-net call
Caller: The person who calls a destination number
Called Party: The receiver of the call

Date/Time: the date and time of the call
Duration: how long the call lasted in minutes
Status: if the call connected successfully or failed
Ended By: who hung up the call (caller or called party)

Call Detail Report

Call Recording: call recording that can play to listen or download to have a local copy.

Play to listen or download Call Recording

Voicemail: voice message left by the customer or visitor that can play to listen or download to have a local copy

Play to listen or download Voicemail

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Tip

Use the Advanced Search to view the call data record according to your desired filter.

Updated 25 days ago



Viewing the Call Report


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