This guide covers all aspects of the Insights Reports application.
To get to the Insights reports application, first navigate to "Insights" in the Domain view then select "Reports".
The reports suite contains 5 different reports types.
These are
- Queue Stats
- Agent Status
- Agent Availability
- Dialled Number Stats
- Abandoned Calls
Overview
Report Switcher
Use the tabs along the top to switch between the different report types
Date & Time
Use the date and time picker to set the time period you want to report on.
Some of the report types also let you filter for specific departments or queues.
Print/Download
At any point you can print off the data that is being shown to you, or you can download them to an excel file.
Call Graph
A graph showing some information over time is shown in the middle of the screen.
You can change which information is being shown at the top left of the graph.
NOTE: The type of graph and available information is different depending on the report.
Info Table
Along the bottom is a table for you to view a line by line breakdown of all the information.
You can select specific pieces of information to show in the graph.
Click on "Table Settings" to show a list of available stats that you can choose from:
At any point you can click on a specific statistic to drill down further into it.
Queue Stats
The queue stats report allows you to report on each queue line by line.
IMPORTANT: The queue stats report shows only calls that come inbound into the queues, it does not show any outbound calls for agents in the queue.
Agent Stats
The agent stats report allows you to view a list of stats for each individual queue agent.
Agent Availability
The agent availability report shows a breakdown of agent status throughout the day.
The graph is different here as it shows a chart colour coded by status for each agent.
Dialled Number Stats
The dialled number stats report is similar to the queue report but it lets you report on inbound calls per phone number.
IMPORTANT: The stats here must still be inbound to a queue, any calls not going to a queue will not be present in the report.
Abandoned Calls
The abandoned calls report shows a list of every abandoned call within the select time period.