IMPORTANT: This guide will initially provide a very general overview of creating a call report and how to read its output. It will then proceed further into a more specific example to trace an incoming call from start to finish.
Call reporting is accessed via the PBX configuration page. Look for the “Reporting” option as shown:
After loading the Reporting page, select the Raw Talker Data tab and fill in the fields on screen.
The Start DateTime and End DateTime fields together specify the time period for which the report will generate data. In this example that time is from the start of April 10 (10/04/2015 12:00AM) to 5pm on April 10 (10/04/2015 5:00PM).
Direction indicates either an inbound call to your office, an outbound call from your office, or both inbound and outbound calls.
Hangup Cause specifies different reasons for why the call ended.
Office allows for control over which users will be shown in the report, allowing for more granular control over the data generated in the final report.
Route will enable control over which specific numbers the data is generated for.
To download the report press the Download CSV option. A Microsoft Excel sheet will commence downloading shortly thereafter. After opening the report it is recommended you sort the data in descending order based on the StartDateTime field.
There are 19 unique fields of data in the CSV report. Depending on the information you are seeking from the report you will either use some or most of these fields.
• Start Date Time: A time stamp generated by each call. One call can have multiple Start Date Time stamps as it progresses through a call flow.
• Total Call Time: A combination of the Ring Time and Talk Time fields. Similar to the Start Date Time field, each call will generate a time stamp called a Total Call Time stamp. One call can have multiple Total Call Time stamps as it progresses through the call flow.
• Talk Time: The amount of time the customer and an agent spent having a conversation.
• Ring Time: The amount of time the customer waited for their call to be answered.
• Origin: Where the incoming or outgoing call came from.
• Target: The number the customer or agent dialed for incoming/outgoing calls respectively.
• Hang Up Cause: The reason a call ended, or the reason a call progressed further into the call flow.
• Target Label: The extension name of the phone that answered the call or made the outbound call from the office.
• Office Label: The office to which the user in the Target Label field belongs to.
• Direction: Specifies an inbound or an outbound call.
Some common HangUpCause options are as follows:
• NO_ANSWER: The call was not answered by anyone. At this point the call may continue to other ring groups if the call flow is configured in such a way.
• ORIGINATOR_CANCEL: The call was cancelled by the customer before anyone could answer.
• CALL_REJECTED: Typically occurs if an inbound call is rejected based on a blacklist.
• NORMAL_CLEARING: Occurs when a call is ended normally after speaking with the customer.
• USER_BUSY: Occurs if directly dialing another user who is in Do Not Disturb mode or already on a call.
• ATTENDED_TRANSFER: Shown if the call was transferred from one person to another.
Tracing incoming calls from start to finish:
Set the Route option to target a specific inbound number or numbers. To trace phone calls to a particular phone, for example a reception phone, it is best to only select numbers the phone will answer. Select All items checked in the Hang-up Cause option and choose an appropriate start/end time for the report to generate data for.
Download the CSV and open the file once the download is complete. Expand all of the data and sort it in descending order by StartDateTime.
Each unique incoming call generates a numerical value unique to the call. This value is called the CallLogID. Each time the call passes to a different stage in the call flow (for example a call may go from one ring group into another ring group and then to leaving a voicemail) a unique value called a LegGuid is generated. Using both the CallLogID and the LegGuid values it is possible to trace a call from start to finish and identify how far into the call flow a call went.
The following is an example of a CallLogID and LegGuid:
In this example, an incoming call generated the CallLogID number 5353492. The number appears three times, each time with a different LegGuid. This means the same call progressed through three different call flow options. Some understanding of the call flow for the dialled number is required to ascertain exactly what those call flow options were. From here look at the hangup cause reasons to identify further information about what happened and how the call was handled, who the customer spoke to, etc.
If you require further assistance with interpreting a Call Reporting guide please contact ECN Support on 07 3105 1300.