Organisation Drill-Down

Introduction
Running the report
Creating the report
The report's results

Introduction

The Organisation Drill-Down report is an interactive, click-able report, showing call summaries for inbound and outbound calls. The report is useful for comparing call statistics between different parts of your organisation and allows you to drill-down into each value to see the same call information for subsequent groups or users.

Running the report

Access the Reports screen, select the Organisation Drill-Down report from the list and click on the Run now button.

A new window will open, allowing you to configure the parameters of your report:

Select a report period

For each report, you must specify a time span that covers the calls you want the report to include.

There are several preset reporting periods available for selection, based on the standard Gregorian calendar. The following table describes how the start and end times are defined for each preset period:

In addition to the presets described above, it is possible to specify a custom reporting period by choosing Custom period from the drop-down list and specifying your own  Start and End dates, as shown below:

Select a site

If your system is set up to log multiple sites, you can select a particular site from the drop-down list. To report on all sites, select the blank line.

Select an extension group

To further limit your report's results, you can select a particular group to report on from the drop-down list, or select the blank line to report on all groups.

Specify a partial dialled number

To report on calls to a particular area or number enter a partial or full number in the field provided. For example, to monitor how much you spend on calls to mobile numbers, enter 07 in the field provided or, for international calls, enter 00.

Specify call duration

If you want to exclude calls below a certain duration, enter the minimum duration in the field provided.

Select a field to order the results by

By default, the report's results are ordered by cost. To sort the results by a different column, select it from the drop-down list.

Sort order

By default the report's results are displayed in ascending order. To display the results in descending order, tick the appropriate option.

Options

Selecting the Enable hyperlinks option, allows you to drill-down into the report's results to see call information for an extension group or individual user. However, as the hyperlinks are usually underlined, for printing purposes you may prefer to deselect this option and produce a static report.

To show a summary of all calls, rather a breakdown of all answered, unanswered and outgoing calls, select the Combine call totals option.

Creating the report

When you have selected a reporting period and have chosen the report's criteria, click on the Run now button, as shown below:

The report's results

The results of this report show a summary of call volumes - organised by call type - for the entity you selected. Totals and averages of all extension groups are displayed at the foot of each column.

The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.

The body of the report will display call summary information for each extension group. A description of each column header is presented in the table below:

Drilling down

Having seen the summary information for each extension group, you may wish to see the same call information for each individual extension within a particular group. To drill down into the report, click on an extension group hyperlink, as shown below:

To drill-down even further into the report, click on an extension hyperlink and a new report will be produced, showing - in chronological order - an itemised list of calls made or received by the selected extension:

The headers of the itemised call table are described below: