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Reporting and Analytics - Users

Updated: 4/19/2024 2:08 AM

The Users report displays a consolidated view of call activity by user on your account. Detailed reporting is also available to let you track, measure, and compare activity for one or more users.

  • Specify a date and time period to display.
  • View up to 3 months of data at a time with the ability to go back 18 months.

    NOTE: At this time, history is only available back to August 2020. The full 18 months of history will be available from February 2022 onward.
  • View a graphical display of all calls by users.
  • Download, Save, Print, and Email reports.
  • A consolidated view of each call segment can be found using the Call-ID.

Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access reports.

View User Summary

View a summary of calls for all users.

  1. Sign in to the Admin Portal.
  2. Click Reports, and then click Users.  

Use the Time Period menu (top left) to select or customize a time period for the summary.

The Refresh button updates the view and the Download, Save, Print, or Email options (top right) are available for use. You can also customize your views by using the following options:

Filter UsersSelect or search for specific users.
FIlter GroupsSelect or search for specific groups. See Group Management for details.
Only Show Users Below with Call DataHide users with no calling data.
Show/Hide ColumnsSelect columns you want to view from the Show/Hide Columns menu.
Table/Graph View (Icons)Switch between the table or graph view.
Full Report View

View detailed analytics and a call log. The Refresh button updates the view and the Download, Save, Print, or Email options (top right) are available for use.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Users.
  3. Click a Tile, or go to the User column in Table View and click a user, to open the Full Report view.
Landing PageDate RangeUse the Time Period menu to select or customize a time period for the report.
Advanced FiltersSet filters to view specific information:
 
  • Extensions
  • Caller ID
  • Call Disposition/Direction
  • Show Recorded/International Calls Only
  • Duration
TrendingDisplays the number of calls. Set filters for:
 
  • Total Calls
  • Answered or Missed Calls
  • Voicemails
  • Average Call duration
General StatsDisplays statistics for users on your account.
 
  • Most Active
  • Least Active
  • Direction
  • Result
Call LogDisplays a call log for one or more users.
 
  • Search for details
  • Show/Hide Columns
  • Export to Excel
  • Review recorded calls, if available (Microphone Icon)
  • Create Call Blocking Rule (Phone Icon)
  • The Call-ID is used to connect all segments of a call together.
Save and Subscribe to Reports
Save User Report

You can save a customized report that you use frequently.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Users.
  3. Click the Save icon.
Subscribe to a Report

Saved Users reports can be emailed to you and others at an interval determined by the time period you selected in your saved report i.e. Today, Last Week, etc.
A custom delivery time can be selected which will be based off of the account's time zone.  If a custom time is not selected, subscribed reports will be delivered at 8:00 am in the account's time zone.
 

IntervalDelivery TimeWhat's Included
DailyFollowing day at the specified delivery timeThe day prior
WeeklyOn Monday at the specified delivery timeThe prior calendar week (Sunday to Saturday)
MonthlyOn the 1st of the month at the specified delivery timeThe prior month

NOTE: You cannot subscribe to a saved report with a custom date range; which is indicated by a N/A in the Subscribed column.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Saved Reports.
  3. Hover over a saved Users report and then click the Subscribe icon.
  4. Select the hour in which the report should be emailed.
  5. Enter a custom message to include in the emailed report if applicable.
  6. Enter one or more email addresses separated by a space or comma or semicolon.
  7. Click Save.
Edit/Remove a Subscription

To edit or remove a subscription, hover over a saved Company Summary report and then click the Edit Subscription icon.

  • To edit a subscription, make changes and then click Save.
  • To delete a subscription, click the Remove Subscription button.
  • To remove an individual subscriber, click the X icon next to the email address and then click Save.
NOTE: If a saved report is deleted, any associated subscription is automatically removed.
Delete a Saved Report

NOTE: If a saved report is deleted, any associated subscription is automatically removed.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Saved Reports.
  3. Hover over a saved report and then click the Trash icon to delete.
  4. Click Yes to confirm.
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