Call Analytics Reporting Reference Guide

To access your reports, click on the Reporting tab found on the Welcome page after signing into Call Analytics with your user credentials. The main areas of the Reporting Portal are shown below:

My Reports List (Figure 1)

The "My Reports" list contains a set of pre-defined reports which you are able to configure according to your requirements. You can open or close this area by using the button at the top-right of the list's title area:

• When the "My Reports" list is fully shown, you can click the above button to collapse it, which is useful in order to maximize the available horizontal viewing area used for displaying reports.
• When shown collapsed, click this button to fully expand the "My Reports" list.

Active Report Tabs (Figure 2)

The "Active Report Tabs" list shows a tab for every currently open (run) report. The tabs allow you to specifically select which report is currently being shown within the "Active Report" area by left-clicking the corresponding tab. The currently displayed report is shown highlighted, whereas all the other tabs are colored gray. You can also drag and drop a "Report Tab" to change its overall display order within the "Active Report Tabs" area.

Report Transitioning Feature (Figure 3)

The "Reporting Portal" supports the automatic display switching of active reports. This feature automatically cycles through all open reports in the same sequence that are listed within the "Active Report Tabs" area and displays each report for a defined interval. Left-clicking the transitioning status area icon (bottom-right of the Reporting Portal) toggles whether the report display transitioning feature is turned on or off.

This is a useful feature for when there is a requirement to continuously display several different reports on a Smart TV or projector.

The Report Toolbar (Figure 4)

The Report Toolbar is shown for the current open report and allows you to customize how the report is displayed. Please be aware that the display may differ when you run reports on tablets and mobile devices.

Additionally, if you hover the mouse icon over an "empty" area of the "Report Toolbar", a pop-up tooltip will appear that summarizes the duration and filter setting(s) that are currently applied to the corresponding open report.

Clickable Column Headers (Figure 5)

Report sorting can be configured for most report types apart from the "ACD / DND Activity Log", "Historic Call List", and "Desktop Wallboard" report styles. For report types that support configurable sorting, the current statistic field being sorted by is indicated within that field's corresponding column header using an icon.

Add Report Button (Figure 6)

Click this button in order to add a new report. This immediately displays the Report Properties windows where you can choose the style of the report, additionally configure filtering and other report settings, before clicking the OK button to actually save and open the newly created report within the "Active Report Tabs" area.

Modify Report Button (Figure 7)

This button is enabled when one individual report on its own within the Report List has its checked box turned on. The button is used to modify the currently checked report. It is disabled and can't be clicked if multiple check-boxes are turned on together against several reports within the Report List, or when no report is checked at all.

Delete Report(s) Button (Figure 8)

This button is enabled when one or more reports are checked on within the Report List, and is used to permanently delete the selected report(s). It is disabled and can't be clicked if no report(s) are currently checked  within the Report List.

This report is best used in real-time display and provides statistics in large individual tiles. Alarms can be incorporated in each tile providing thresholds/parameters have been met. The Wallboard provides a clear overview of the business's performance based on the users being monitored. The individual tiles can be customized to display information as numerous dashboard graphics, such as speedometers, simple text, or fuel gauges.

The Wallboard is only available with BluIP Standard or BluIP Advanced. Certain statistics within the Wallboard report are only available within BluIP Advanced, for example, ACD agent statistics as shown below:

This report shows a list of all the individual extension users that are being monitored. Call statistics are displayed against each user. This report is typically used to monitor the performance of teams. The extension list does not show call statistics on hunt groups or trunk devices. However, the report can be filtered by a hunt group device number in order to automatically display only the monitored extension members contained within that particular hunt group, as configured on the relevant Service Provider's platform.

This report can also be displayed in BLF view. See Figure 2.

The Extension List report also supports dynamic row highlighting when run in real-time. The below table demonstrates what each color represents.

This is a useful report that displays a list of external inbound abandoned calls, where either the distant calling party has either not yet received a return call, or has not successfully called back in again and been answered by an internal extension user.

When run in real-time, this report shows new abandoned calls dynamically. Additionally, callers are automatically highlighted green when they have either been called back successfully with a return call, or the external party themselves calls back in again and is answered by an extension user.

Calls received by external parties withholding their CLI or CallerID are not shown within the report.

This report type displays a historic list of call records for call segments that have already ended. The report may display multiple lines of the same call, which depict the segments of a call. Generally, this will occur when the call is passed between various parts of the phone system, for example, an auto attendant onto a hunt group then through to voice mail. The stage of a call is always indicated wit ha segment number with the final leg being shown as 1/1, 2/2, or 3/3, etc.

This report shows calls that have occurred during set half hour intervals. If a report is run for multiple days, the report shows the total of all calls during that time period for that specific half hour. This report style is useful when viewing general call trends over the different times of the day across an entire reporting period.

General

Filtering can be accessed by selecting "Locational Filtering" within the Filter tab of the Report Properties window. Any report (excluding the "External URL" report type) can be filtered by telephone number, extension device, hunt group device, and/or ACD agent filter. See Figures 1, 2, and 3.

If you wish to filter multiple agents / devices, this can be achieved by using a comma to separate them or by adding a range by using, for example, "012345600200, 012345600300-012345600305, 012345600328". To exclude any devices on your report, add an exclamation mark before the extension, for example, "!012345600400, !012345600410-012345600419".

Using either a left click to include, or a right click to exclude, you can also use the drop down device filter option across your toolbar. To ensure browser optimization, Call Analytics will always only display the first 150 monitored devices, although this can be increased on a report-by-report basis using the "Content Restriction" settings within the Advanced Tab of the Report Properties window.

Quick Device Filtering

The "Device(s)" filter option on the Report Toolbar can be used to more easily filter the current report by devices, rather than having to access the Report Properties window every time a device filter needs to be applied or changed. See Figure 4.

Hunt Group Filtering

Normally, filters are used by users within departments that tend to mirror users within a hunt group / call center device. A simple way to create these filters is to select the hunt group device number within the device filter. Doing so ensures that any changes that are made to the hunt group itself will be reflected on the users that are being reported in Call Analytics.

Scheduling Reports

Any report can be scheduled to run automatically at the time you specify. Reports continue to run even if you are not logged in. All reports can be configured to be automatically run and emailed to you, removing the need to be signed into the application.

Please note that if the "Automatically Calculate Duration..." option is checked within the Advanced settings area, then this will automatically calculate the duration required for the report, for example, current day, previous day, current week, previous week, etc.

• To access the Advanced options, click on the Report Modification icon and then select Scheduling. See Figure 1.
• The Advanced options are listed at the bottom of this section. See Figure 2.
• Click OK to save your changes. See Figure 3.

For example, if the option is ticked and the report is being scheduled for a week day within working hours, then Call Analytics will assume that the report is required for the previous day's statistics. Additionally, a daily report run within working hours on a Monday, will be the default for the previous Friday.

Once this option is specifically unticked (not checked), the  report is run for the date/time options currently configured against the report. Please note that if you schedule your report for the Weekly option, Call Analytics will assume that Saturday and Sunday is not part of the working week. Therefore, a weekly scheduled report run on a Saturday/Sunday will actually be run for the current week, but the same report scheduled for every Monday, Tuesday, Wednesday, Thursday, and Friday, will be run for the previous week.

For certain real-time reports, call control is available when enabled by your Service Provider. This can be achieved by left-clicking a row within the report.

To access Call Control for an Existing Real-Time Report:

• From the Reporting page, left-click on any of the report entries.
• Select Monitor.
  • Based on the report that is running, you may have different options available. See Figure 1.
  • Select the Call Control action that you would like to run. Call Analytics will then complete the action.

To Chart an Existing Report:

• From the Reporting page, click on the Report Modification icon. See Figure 1.

• Under Display Options select Chart View. Select the style of chart that you would like to use to display the report. See Figures 2 and 3.
• Click OK to save your changes. Your chart report will now be displayed from the Reporting Screen. See Figure 4.