Using the Licence Usage Report

The following describes how to access and interrogate the Licence Usage call report, which provides a 'heat map' of percentage licence utilisation over the course of each day in a specific period, with heavier usage indicated by darker shading.

Implementation

  1. Access the Call Log page.
    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.

  1. Use the Show Me drop-down to select Licence Usage.
  2. 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.
  3. 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.
  4. 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 three months.

  1. By default, the entire duration (midnight to midnight) of every day of the week will be included in reports. If you'd prefer them to only include data for specific times or days of the week, tick the Time Slices check box. This will reveal additional options that will let you pick the days to include, and a start and end time for the reporting period.

  1. Use the Licence Type drop-down to choose whether to restrict the report to a single licence type, or include all licence types.
  2. Use the Sampling Window drop-down to choose how fine the detail on your heat map should be. The default report divides usage by hours, but you can change this to 15-minute samples if you prefer.
  3. Click Update to display the report based on your choices.

When viewing a report, you can use the Previous and Next buttons to move backward and forwards through the report's history; for example, if you are viewing a 24-hour period and press Previous, the report will refresh to display values from the previous 24 hours, and so on.