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Call Summary

Getting Started #

This page describes the options available for Call Summary reports. There are three prebuilt templates included in the application:

  • User Summary: An overview of the users in your directory grouped by your org levels. 
  • Cost Summary: An overview of the cost of your calls broken out by Data Source.
  • Start from Scratch: A blank template to build your own Call Summary template.

The Call Summary template is available to customers with the Classic or Enterprise Plan. 

The prebuilt templates can be run with little customization needed.  However, the templates can be modified to meet your business needs and layout preferences.

Report Customization #

Columns #

The Columns section sets which columns will appear in the generated report. Fields are the text fields like Owner Name, Extension, and Department. The Summaries are the number fields like Count, Duration, and Cost. 

Fields #

Up to 6 Fields may be selected. No fields could be selected to summarize all calls in the report run period. 

  • Field: The field to be included in the report. Use the Add Field dropdown to add more fields to the report. If the Add Field dropdown is not available, the max of 6 fields has been reached. 
  • Options: Field specific options. 
    • Org Levels: Name or Code
    • 15/30 Minute Interval: Show Intervals with no data
  • Actions: 
    • Minus: Remove the field
    • 6 Dots: Drag and drop to reorder fields

Summaries #

Breakout Summaries By sets which summary columns will be available in the report. Each includes its own logic based around a use case for summarizing calls. 

  • Call Overview: Useful for summarizing a user’s calls. Column options include Inbound, Outbound, and Internal.
  • Call Type: Useful for summarizing call costs. Column options include each Call Type (ex: local, Long Distance, International, etc).
  • Call Direction: Useful for understanding call traffic through your call system. Column options include Inbound, Outbound, Internal, and Trunk to Trunk.


Use the Summary table to add/remove Summaries from the report

  • Summary: The Summary to be included in the report. Us the Add Summary dropdown to add more summaries to the report. 
    • Totals: The options under the Totals heading summarize all calls in a row. (Ex: Total Count, Abandoned Count)
    • Call Overview/Call Type/Call Direction: The options under the selected Breakout Summaries By heading summarize calls for the given option (Ex: Inbound Count, Internal Duration)
  • Options: What summary calculation to be included:
    • Count Fields: Sum or % Of Row
    • Cost and Duration Fields: Sum, Avg, and Max
  • Actions: 
    • Minus: Remove the field
    • 6 Dots: Drag and drop to reorder field

Include Other for unselected Summaries

Other will include Count, Duration, or Cost for all unselected Summaries. This will give the report a full look at calls without needing to select each Summary. If all options for each breakout of Count, Duration, or Cost are selected, Other will not be included.

Example:

  • When using Call Direction, the count options are Inbound Count, Outbound Count, and Internal Count
  • If you select only Inbound Count, an Other Count field will show in the list. This will summarize Outbound Count and Internal Count together because they are not selected
  • If Inbound Count, Outbound Count, and Internal Count are all selected, Other Count will not show because all Breakout By Count options are selected. 
  • This same logic applies to Duration and Cost fields. 

Row Groups #

Row Groups are interactive groups of rows that can be used to summarize sections of your report. 

  • Field: The field to be included as a Row Group in the report. Use the Add Field dropdown to add more Row Groups to the report. If the Add Field dropdown is not available, the max of 4 fields has been reached. 
  • Options: Field specific options. 
    • Org Levels: Name or Code
    • 15/30 Minute Interval: Show Intervals with no data
  • Actions: 
    • Minus: Remove the field
    • 6 Dots: Drag and drop to reorder fields

Sort Order #

Sets how the report is sorted.

  • Sort By: The column to sort the report by
  • Sort Order: Ascending or Descending