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For details about how to configure these parameters, refer to the relevant page(s) in the list below:
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User level
When drilling down into a group, a new report is produced, showing the same summary information for each individual user within that group, as shown below:
Screenshotmacro |
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URL | /download/attachments/2785320/enterprise_overview_5.png |
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At all organisational levels, the body of the report consists of a table containing call summary information about each entity. The column headers of this table are described below:
Header | Description |
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Name | The name of the entity for each line of data |
Missed | - : The total number of missed calls
- Avg duration: The average duration of all missed calls (in seconds)
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Answered | - : The number of incoming calls answered by extensions within the selected entity, including transferred calls
- Total duration: The total duration of all incoming calls (in hours, minutes and seconds)
- Avg duration: The average duration of all incoming calls (in hours, minutes and seconds)
- Avg response: The average time taken to respond to all incoming calls (in seconds)
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Outbound | - : The number of outbound calls
- Total duration: The total duration of all outgoing calls (in hours, minutes and seconds)
- Avg duration: The average duration of all outgoing calls (in hours, minutes and seconds)
- Total cost: The total aggregate cost of all outbound calls
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Tip |
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In addition to summary information, totals and averages for each call type are shown in the footer of each column. |
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Header | Description |
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Date & Time | The date and time the call started. |
Source | The place from where the call originated. |
CLI | The telephone number of the remote caller for inbound calls. |
Route | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the CLI of the caller;
- for incoming internal calls, this shows either the caller's username or extension number;
- for outgoing calls, this shows the dialled number.
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Destination | The information displayed in this field is determined by the type of call: - for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;
- for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;
- for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].
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Response | The length of time it took for the call to be answered (i.e. the response time). |
Duration | The duration of the call (in hours, minutes and seconds). |
Cost | The cost of the call. |
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