iCall Suite Reports Catalogue
The Reports Catalogue is a directory of report templates within the application. This document details a summary of each report and outlines call types in each. Definitions of call types are listed below.
User Reports
This folder contains reports based on the performance of individual extensions and the groups they are part of, such as cost centre, department and division.
Call types included in all user reports: BOUNCE, I/T, INC, I/U, OUT, INX, X/U
• Total Calls = I/T + INC + I/U + OUT + INX + X/U
• Outgoing = OUT
• Answered = I/T + INC
• Missed = I/U
• Internal = INX + X/U
Extension Call Activity
This report displays a summary of call activity by extension across the business.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by extension and user, average talk time (average outgoing and incoming), total talk time (total outgoing and incoming) and average ring time.
Cost Centre Call Activity
This report displays a summary of call information by cost centre to view which cost centres are busiest within the business.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by cost centre, including call destination type, average talk time, average incoming and outgoing talk time and total talk time.
Department Call Activity
This report displays a summary of call information by department to see which departments are busiest within the business.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by department, including call destination type, average talk time, average incoming and outgoing talk time and total talk time.
Division Call Activity
This report displays a summary of call information by division to see which divisions are busiest within the business.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by division, including call destination type, average talk time, average incoming and outgoing talk time and total talk time.
Site Call Activity
This report displays a summary of call information by site.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of total calls (outgoing, incoming, missed, internal) by site, including call destination type, average talk time, average incoming and outgoing talk time and total talk time.
List Calls by Extension
This report displays a breakdown of calls for every extension, including every call made/received/diverted, the date/time, number and call duration.
This report can be used to analyse call flow. For example, users can see which calls were transferred to another extension and how many calls were missed by that extension.
The report details table displays a breakdown of calls by extension, department and user, including the date/time of call, duration, area, DDI, ring time and call type.
INX: internal calls
X/U: unanswered internal calls OUT: outgoing calls
BOUNCE: incoming unanswered calls, bounced to another extension
Longest Calls
This report displays a breakdown of calls for all extensions by duration.
The report summary displays the duration of the longest call and the relevant user.
The report details table displays a breakdown of calls by extension, user and department, including the date/time of call, duration, number, area, DDI, ring time and call type.
Definitions of Call Types
INC: incoming complete calls
I/T: incoming transferred calls
I/U: incoming unanswered calls
DIVERT: incoming diverted calls
INX: internal calls
X/U: unanswered internal calls
OUT: outgoing calls
BOUNCE: incoming unanswered calls, bounced to another extension
Time and Day Reports
This folder contains reports based on daily, half-hourly, hourly and monthly call activity so users can determine which periods are busiest for the business.
Call types included in all time and day reports include: BOUNCE, I/T, INC, I/U, OUT, INX, X/U
• Total Calls = I/T + INC + I/U + OUT + INX + X/U
Please note: In the List Calls by Date report Total Calls also includes call type BOUNCE
• Outgoing = OUT
• Answered = I/T + INC
• Missed = I/U
• Internal = INX + X/U
List Calls by Date
In the List Calls by Date report, Call types included in Total Calls include: BOUNCE, I/T, INC, DIVERT, I/U, OUT, INX, X/U
This report displays a breakdown of all calls for all extensions, including call duration, area and ring time.
This report can be used to analyse call flow. For example, users can see when the call was answered by the receptionist, which agent the call was transferred to and on which agent the call ended.
The report summary displays the total calls, average duration and average ring time.
The report details table displays a breakdown of calls by extension and user, including the date/time of call, duration, area, DDI, ring time and call type.
Half-Hourly Call Activity
This report displays a summary of call information in periods of 30-minute intervals, including total, outgoing and incoming calls. This report is useful to show busy periods in the day.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of calls by interval and includes average talk time, average incoming and outgoing talk time and total talk time.
All call types are included in this report by default. Filters can be used to exclude specific call types from the report.
Hourly Call Activity
This report displays a summary of call information in periods of 60-minute intervals, including total, outgoing and incoming calls. This report is useful to show busy periods in the day.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of calls by interval, including average talk time, average incoming and outgoing talk time and total talk time.
All call types are included in this report by default. Filters can be used to exclude specific call types from the report.
Hourly Call Activity by Extension
This report displays a summary of call information in periods of 60-minute intervals per extension, including total, outgoing and incoming calls. This report is useful to show busy periods in the day.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of calls by interval, extension and user, including average talk time and average incoming talk time.
All call types are included in this report by default. Filters can be used to exclude specific call types from the report.
Daily Call Activity
This report displays a summary of daily call information, including total, outgoing and incoming calls.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table includes average talk time, average incoming and outgoing talk time and total talk time.
All call types are included in this report by default. Filters can be used to exclude specific call types from the report.
Monthly Call Activity
This report displays a summary of monthly call information, including total calls, total missed calls and average talk time. This report is useful to identify which months of the year are busiest.
The report summary displays the total calls, total outgoing, total incoming, total missed and total internal calls.
The report details table displays a breakdown of calls by month, including average talk time, average incoming/ outgoing talk time and total talk time.
All call types are included in this report by default. Filters can be used to exclude specific call types from the report.
Cradle to Grave
Call types included: BOUNCE, I/T, INC, DIVERT, I/U, OUT, INX, X/U.
This report lists all calls, grouped by their unique identifier, for easy visibility of how a call started and where it ended. It displays all call legs from the start to the completion of the call, including call diverts.
Incoming Performance
This folder contains reports that can be accessed by users to see their incoming call statistics, such as
target response time, grade of service and percentages missed/answered within the target response time for the day. Missed call reports are also available in this section.
Incoming Performance
This folder contains reports that can be accessed by users to see their incoming call statistics, such as
target response time, grade of service and percentages missed/answered within the target response time for the day. Missed call reports are also available in this section.
Call Response Analysis
Call types included: I/T, INC, I/U
• Total Offered = I/T + INC + I/U
• Total Answered = I/T + INC
• Total Answered in Target = I/T + INC (within target response time)
• Total Missed = I/U
This report displays call information for hourly intervals. The report provides detailed information such as total calls answered in target time, percentage of calls missed and grade of service.
This report can be used to determine the call response for agents within the business by hour. Users can see the total calls offered to the business and whether the calls have been answered within the target answer time or if any calls have been missed.
- Target Answer Time: This is a threshold period within which an agent must answer the call to achieve good customer service. The target answer time can be set in configuration > system settings > target answer time.
- Grade of Service (GOS): Total calls answered within the target response time over total calls offered.
- Percentage Calls Answered (PCA): Percentage of calls answered within the target response time over total calls answered for the day.
- The report summary displays the total calls offered, total answered, total answered in target and total missed as well as Grade of Service (GoS), Percentage Calls Answered (PCA) and percentage of calls missed.
The report details table displays a breakdown of calls by hourly interval, including calls offered/answered, calls answered in target, missed calls, total and average talk time, average answer time, average abandon wait time, GoS, PCA and percentage missed.
As this report is designed to highlight users’ response times, only incoming calls will be included (both answered and missed).
Caller Tolerance
Call types included: I/U
This report displays customer waiting time in seconds and total calls lost. The report provides insight on how long a customer is prepared to wait for their call to be answered.
Users can add a comfort message for customers at these peak times to cut down on lost calls.
Missed Calls
Call types included: I/U
This report displays a summary of unanswered calls, the extension that missed the call and how long the customer waited before abandoning the call (ring time).
The report summary displays the total calls and average ring time.
The report details table displays a breakdown of missed calls by extension, DDI, user, cost centre, department and division, including the date/time of call, duration, number, ring time and call type.
List Unreturned Missed Calls
Call types included: I/U (unreturned only)
This report provides a list of missed calls that have not yet been returned in order to highlight busy periods where agents are unable to answer calls. Users are able to see the calls that have been missed, which extension missed the call and how long the customer waited before abandoning the call (ring time).
This report can be used to return missed calls to improve business efficiency and customer satisfaction. Once the call has been returned it will no longer appear on the report.
The report summary displays total calls and average ring time. The report details table displays a breakdown of missed calls by extension, user, department and DDI as well as the date/time of call, ring time and call type.
