Outgoing Report #

At Report tab select Outgoing

Content explanation:

• Calldate : The date and time of the call.
• Caller ID: Number of the extension that made the call.
• Destination : The phone number that received the outgoing call.
• User: Web account information that is being mapped with Extension.
• Time Calling : Call time (in seconds).
• Pay : Amount incurred for the call ( in “đồng”).
• Status : Status of the call.
  • ANSWER : successful call.
  • CANCEL : call is cancelled by caller or receiver.
  • BUSY : the receiver is busy.
  • CONGESTION : call is blocked by the Extension.
• Download : Listen to the call recording or download the recording.

Call statistics #

At Report tab select Incomings

Content explaination:

• Calldate : Date and time of the call.
• Caller ID: Number of the caller.
• TelePhone Number: Number of the receiver.
• Destination : Extension number of the receiver.
• User: Web account information that is being mapped with Extension.
• Time Calling : Call time (in seconds)
• Status : Incoming call status.
• ANSWER: Successful call
  • CANCEL : Call is canceled by the caller or receiver
  • BUSY : Receiver is busy.
• Download : Listen or download the voice recording.

Local call statistics #

At Report tab select Local Call

Content explaination:

• Calldate : Date and time of the call.
• Caller ID: Extension number of the caller.
• Destination : Extension number of the receiver.
• User: Web account information that is being mapped with Extensions.
• Time Calling : Call time (in seconds)
• Status : Call status.
  • ANSWER: Successful call.
  • CANCEL : Call is cancelled by the caller or receiver.
  • BUSY : Receiver is busy.
• Download : Listen or download the voice recording.

Answered call statistics of Call Center ( Queue ) #

At Queue Report tab select Detail Answered Call

Content explaination:

• Calldate : Date and time of the call.
• Caller ID: Number of the caller.
• Queue : Received by Call Center (Queue).
• Destination : Extension number of the receiver.
• Talk Time: Call time (in seconds)
• Hold Time : Waiting time in queue (in seconds).
• Download : Listen or download the voice recording.

Unanswered calls statistic of Call Center ( Queue ) #

At Queue Report tab select Detail UnAnswered Call

Content explaination:

• Calldate : Date and time of the call.
• Caller ID: Number of the caller.
• Queues : Received by Call Center (Queue).
• Hold Time : Waiting time in Queue.

Agent not responding statistics in Call Center ( Queue ) #

At  Queue Report tab select Agent No Answer

Content explaination:

• Calldate : Date and time of the call
• Caller ID: Number of the caller
• Queues : Received by Call Center (Queue)
• Agent Name : Agent internal ID
• Destination : Agent internal number
• Hold Time : Waiting time in Queue (in seconds)
• Times : times run on Agent’s device