Call Reporting
Last updated
Last updated
Reports allow for users to check usage statistics as well as create custom reports that can be sent to customers. These call reports can be saved and shared with customers without giving them access to your call account.
To develop a call report, click Reporting to bring up the drop down menu for reporting settings options and click on “Reports”.
Clicking “Reports” will take you to a menu which contains all previously saved reports:
Next, click “Create a New Report”, which will take you to this page:
When creating a report, there are three types of output formats for reports: Standard Report, Simple Table, or CSV File. Each output format displays the data for the report in a different format as follows:
All output formats include global data, which includes: start date, end date, total calls, total minutes, total transfers, and total transfer minutes. Along with this information, each output format contains the following:
Standard Report - a standard report output format contains a chart for each customizable chart specified in the “Customize Charts” section of creating a report.
Simple Table - a simple table output format contains a table for each customizable chart specified in the “Customize Charts” section of creating a report.
CSV File - a CSV File output format contains a table of data for each customizable chart specified in the “Customize Charts” section of creating a report. This is the same data as shown in the “Simple Table” output format, but exported as a CSV file instead of displayed in Plum DEV
Under the “Output Format” drop box, you can select the type of report you want to generate: Standard Report, Simple Table, or Comma Delimited File (see description above for details about each output format type).
If you select “Standard Report”, your report will be displayed as charts, similar to the following:
If you select “Simple Table”, your report will be displayed as tables of data, similar to the following:
If you select “Comma Delimited File”, you would be led to this page:
When you click “Download Report”, you will be prompted to download a Comma Separated Values file and there, you can view your report in a spreadsheet. NOTE: For Custom Comma Separated Values reports, the reports are displayed on a day-to-day basis of what was specified as the time range.
Under the “Timeframe” drop box, you can select the timeframe that you want to see in your report: Today, Yesterday, This Week, Last Week, This Month, Last Month, or Custom. Custom allows you to enter a custom start date and end date for your report.
For “Report Elements”, if you check off “Total Minutes”, you will be able to see the total minutes for all selected Phone Numbers in your report. Checking off “Total Calls” allows you to see the total calls for all selected Phone Numbers. Checking off “Global Average Call Length” will allow you to see the global average call length in your timeframe for all selected Phone Numbers.
For “Chart Type”, you first select either “Inbound / Outbound” or “Transfer” to pick the types of calls you want to report on. Then you select the type of data you want to report on: “Minutes”, “Calls”, “Avg Call Length” or “Log Label”. If you select “Minutes”, you can view the number of minutes used over time. If you select “Calls”, you can view the number of calls over time. Selecting “Avg Call Length” allows you to see the average call length over time.
For “Phone Numbers”, you can choose to report on “All Phones Numbers” or “Manual Selection (up to 100 phone numbers)”. Each chart will aggregate the data for the phone numbers selected. You can control-click to select more than phone number under “Manual Selection”.
To view data for individual phone numbers, you can click the “Add a Chart” button next to Customize Charts. This will allow you to select another phone number that you want to appear in your report. To remove a chart, you can click the red box with the white 'X' in the middle of it in the top right-hand corner of the customization box.
For “Calculation”,
Selecting “Log Event” allows you to build reports based on the use of the <log> tag in your VoiceXML. All Log Event charts are built by scanning for a specific “Event Label” that correlate to a <log> event in your VoiceXML (e.g. - <log label=“Event Label”>Event Value</log>). Each chart can run a specific calculation against a Log Event. “Count Events” charts the number of occurrences of a specific Log Event per period. “Count Values” counts the unique Event Values per period and provides one line or column per value. “Sum Values” treats all values as numeric and provides summed values per period. “Average Values” also treats all values as numeric and provides an averaged value per period.
When you are finished customizing your report, click “View Report”, which will bring you to this page:
Here, you can see the report itself of the call usage. Based on which options you selected above, the information might be displayed differently. In this case, “Standard Report”, “Last Month”, “Total Minutes” and “Total Calls” were selected. From here, you can name your report and save it. After saving your report, your report will be stored on your “Reports” page:
To share your report, click “View” next to the report, which will lead you to this page:
On this page, you have to set up a username and password to send to your customers along with the URL to view the report. When you have set up the username and password, click the “Save” button and you will be lead back to the “Account Configuration” page of Reporting.
If someone were to view the URL, they would see this page first asking for the username and password:
The person would have to type in the username and password that you have set up to view the report in order to view it. Once the person has done this, they will be able to view the report.
