Using the Call Totals Report

The following describes how to access and interrogate the Totals call report, which provides a simple summary of call statistics for a specific period, including total numbers of calls, total and average call durations, and billing figures for the parties involved with handling those calls.

Implementation

1. Access the Call Log page.
   How do I access the Call Log for today?

   1. Hover over your company name in the top-left corner of the screen to reveal the context menu.

   2. Click Call Log for Today. This opens the Call Log screen, with call totals for the current date selected.

2. The initial report shows all calls for your organisation during the whole of the current date. The next few steps describe how to change the scope of the report.
3. Use the For... drop-down to select the category of calls you want to include in the report. Depending on your choice, you may be presented with additional drop-downs to further specify the calls you're interested in.
4. Use the On... drop-down to report on one of the following:
   • All calls for your organisation.
   • Inbound calls for your organisation.
   • Calls specific to a single organisation.
   • Calls specific to a single service or number.
   • Calls specific to a single Agent.
   • Calls specific to an Agent group.
5. Use the Over... drop-down to choose the reporting period, which can be a single day, month, or year; a certain period in the past (e.g. last 7 days); or a specific date range.

   The maximum date range for this type of report is one year.

6. If call recording is enabled, you can include statistics about the total number of recordings, the total duration of those recordings, and how many of these have been listened to after the call ended. To do this, tick the Show Recorded Durations check box.
7. Click Update to display the report based on your choices.