Detailed Call Report
This report provides a comprehensive breakdown of calls handled and processed by the operator, organized by company. The information included in this report is as follows:
Call Date and Time:
The date and time the call occurred.Call Type:
Classification of the call as either Incoming or Outgoing.Queue Time:
Duration the call spent in the queue before being answered.Ring Time:
The total time the call was ringing before being answered.Talk Time:
The length of time the operator was actively engaged in conversation.Hold Time:
The total duration the call was placed on hold.User ID:
The unique login ID of the operator handling the call.
Billing Report
This report provides a detailed breakdown of call handling charges to be billed to the client, organized by company. The information included in this report encompasses the following:
Base Rate for Calls:
The standard rate applied to calls.Calls Included in Base Rate:
The number of calls covered under the base rate.Charge for Additional Items:
The cost associated with any extra services or features beyond the base rate.Quantity Used, Quantity Charged, & Total:
A detailed accounting of quantities used, charged, and the corresponding total amount.Incoming Calls Answered:
The total number of incoming calls answered.Minutes Used:
The total number of minutes consumed during calls.Voicemails, Record-a-Calls, and Text Messages:
Charges related to voicemail services, call recordings, and text message handling.Announced, Transferred, and Patched Calls:
Charges for calls that were announced, transferred, or patched through to other parties.Alpha and Numeric Pages:
Charges for alpha and numeric paging services.Faxed, Emailed, and Printed Messages:
Charges for message delivery via fax, email, or print.Status Changes and Check-ins:
Costs associated with status updates and client check-ins.Suite Reservations:
Charges related to reservations made for suites.
Call Summary Report
This report provides a comprehensive summary of calls handled and processed by the operator, organized by company. The information included in this report is as follows:
Total Incoming Calls:
The total number of incoming calls received.Total Outgoing Calls:
The total number of outgoing calls made.Total Calls:
The combined total of incoming and outgoing calls.Minutes Used:
The total duration of calls in minutes.Calls Answered:
The total number of calls answered by the operator.Percentage Answered:
The percentage of incoming calls answered.Average Ring, Talk, and Hold Time:
The average duration of call ring time, talk time, and hold time.Voicemails and Recorded Calls:
The total number of voicemails and recorded calls.Announced Incoming/Outgoing Calls:
The total number of announced calls, both incoming and outgoing.Patched, Conferenced, and Routed Calls:
The total number of calls patched, conferenced, or routed to other lines.Abandoned Calls and Recalled Calls:
The total number of calls abandoned by the caller and recalled calls.Text Messages, Emails, and Pages:
The total number of text messages, emails, and pages sent.Suite Reservations:
The total number of suite reservations made.
Call Volume by Day and Hour Chart
This chart provides a detailed analysis of call volume by day, broken down by hour. It allows you to identify peak call times throughout the day, highlighting the periods with the highest call activity.
Average Call Duration per Operator
This chart displays the average duration, in seconds, that the operator spends on each call. The data is segmented by time of day, with intervals customizable to your preference.
Call Handled Chart
This report displays a pie chart showing the percentages of how the calls were handled.
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