Find Call Records

The “Call Reporting” screen allows you to search for a specific call within your company’s call log. For those with appropriate access, privileged information such as call recordings, fax attachments, and statistics on which calls are answered by which agents are also provided here.

Each call record shows exactly what path each caller took when navigating your attendant menus. This can provide valuable feedback if a customer ends up in the wrong voicemail or finds themselves speaking to the wrong department.

The call reporting system can help you with the following situations:

• Did the customer really call when they claimed they did? Search for the call.
• Did your company agents really promise the customer a special price? Review the call recording.
• How did a customer reach your cell phone after hours? Review the call path of the call and find out.
• Which company agents never answer their phones? Run a report by extension.
• What areas of the country do you receive calls from? Show the calls on a map.

Finding Call Records

Did the customer really call? When a customer says they called 5 times and no one returned their calls, you can find out if they really did call. Here is how:

• Select Reports on the top menu bar:
• Add a “Date Range” filter by pressing the [+], selecting “Date Range,” and then enter the dates that you want to search:

• Add a “Number” filter by pressing the [+], selecting “Number” and entering the number you want to search for.

The result is a list of records that might look something like this:

Further Constraining the Search

Once you display some records, you can further constrain the search by clicking on elements of the call path. If you want to see all after-hours calls, click on your “afterhours” call flow. Or, you can click on an extension or an option in the menu to constrain the search to all calls that have that element in common. For instance:

Call Statistics

The “Stats” button on the right allows you to explore various statistics on the current search. Here is an example of a “Calls Per Hour” graph:

You can also graph it per-extension or determine how many were answered vs. how many were unanswered.

Call Recordings

Call Recordings and Fax attachments can be found under the gear menu on the right of records. In order to see the recording or fax, you must be given permission to listen to the recordings or see the fax before the call came into the phone system.