Reports Technical Documentation¶
Overview¶
This document provides a comprehensive overview of all reports available in the system, their purposes, and functionality. Each report is designed to provide specific insights into different aspects of the telephony system.
Report Categories¶
The reports are organized into several main categories: - Call Detail Records (CDRs): Detailed call information and analytics - User Activity: User-specific call activity and statistics - Phone Number Activity: DID (Direct Inward Dialing) number activity - Queue Activity: Contact center queue performance and agent statistics - Call Recordings: Audio recording management and access - Billing & Charges: Financial tracking and cost analysis - System Activity: System-wide activity monitoring and logs - Communication Tools: Fax and meeting activity tracking
Available Reports¶
1. Users Activity Report¶
Purpose: Provides comprehensive activity statistics for individual users/extensions within the system.
Key Features: - User-specific call statistics - Extension activity tracking - Call volume analysis per user - Performance metrics for individual extensions
Data Points Included: - Total calls per user - Call duration statistics - Call success/failure rates - User activity patterns - Extension usage trends
Use Cases: - Monitor individual user performance - Identify high-activity extensions - Track user adoption patterns - Analyze extension utilization
2. DIDs Activity Report¶
Purpose: Tracks activity and usage patterns for phone numbers (DIDs) assigned to the account.
Key Features: - Phone number activity monitoring - DID usage statistics - Call volume per number - Number performance analysis
Data Points Included: - Calls per DID - Call duration per number - Inbound/outbound call distribution - DID utilization rates - Number-specific metrics
Use Cases: - Monitor phone number usage - Identify underutilized numbers - Track DID performance - Optimize number allocation
3. Callers Activity Report¶
Purpose: Analyzes calling patterns and behavior of external callers to the system.
Key Features: - Caller behavior analysis - Calling pattern identification - Caller frequency tracking - Caller performance metrics
Data Points Included: - Caller identification - Call frequency per caller - Call duration patterns - Caller success rates - Calling time analysis
Use Cases: - Identify frequent callers - Analyze caller behavior patterns - Track caller satisfaction - Optimize caller experience
4. CDRs Report¶
Purpose: Provides detailed call detail records with comprehensive call information and analytics.
Key Features: - Complete call history - Detailed call information - Call quality metrics - Comprehensive call analytics
Data Points Included: - Call timestamps - Call duration - Call direction (inbound/outbound) - Call status and disposition - Call quality metrics - Cost information
Use Cases: - Complete call analysis - Call quality monitoring - Cost tracking and analysis - Compliance reporting
5. Call Recordings Report¶
Purpose: Manages and provides access to recorded call audio files.
Key Features: - Recording file management - Audio playback access - Recording metadata - Recording search and filtering
Data Points Included: - Recording timestamps - Recording duration - Recording quality - Associated call information - Recording file metadata
Use Cases: - Quality assurance - Training purposes - Compliance requirements - Call review and analysis
6. Outbound Calls Report¶
Purpose: Focuses specifically on outbound call activity and statistics.
Key Features: - Outbound call tracking - Outbound call analytics - Call success rates - Cost analysis for outbound calls
Data Points Included: - Outbound call volume - Call success/failure rates - Call duration statistics - Cost per outbound call - Destination analysis
Use Cases: - Monitor outbound call campaigns - Track outbound call costs - Analyze outbound call success - Optimize outbound calling strategies
7. Inbound Calls Report¶
Purpose: Analyzes incoming call activity and patterns.
Key Features: - Inbound call tracking - Call routing analysis - Inbound call quality metrics - Call handling statistics
Data Points Included: - Inbound call volume - Call routing information - Call handling times - Call disposition rates - Inbound call patterns
Use Cases: - Monitor inbound call volume - Analyze call routing effectiveness - Track call handling performance - Optimize inbound call processes
8. Usage Charges Report¶
Purpose: Tracks and analyzes usage-based charges and costs.
Key Features: - Usage cost tracking - Charge analysis - Cost breakdown by service - Usage pattern analysis
Data Points Included: - Service usage costs - Per-minute charges - Feature usage costs - Cost trends over time - Service-specific charges
Use Cases: - Monitor usage costs - Analyze cost patterns - Budget planning - Cost optimization
9. Users Charges Report¶
Purpose: Provides detailed billing information per user/extension.
Key Features: - Per-user cost analysis - User-specific charges - Individual billing breakdown - User cost tracking
Data Points Included: - Charges per user - User-specific usage costs - Individual call costs - User billing history - Cost allocation per user
Use Cases: - Individual user billing - Cost allocation - User-specific cost analysis - Department billing
10. Total Charges Per Account Report¶
Purpose: Provides comprehensive account-level billing and cost summary.
Key Features: - Account-wide cost summary - Total billing overview - Cost aggregation - Account financial analysis
Data Points Included: - Total account charges - Service cost breakdown - Monthly/periodic totals - Account cost trends - Overall billing summary
Use Cases: - Account financial overview - Budget management - Cost analysis - Financial reporting
11. DND Activity Report¶
Purpose: Tracks Do Not Disturb (DND) activity and patterns.
Key Features: - DND status tracking - DND pattern analysis - User availability monitoring - DND usage statistics
Data Points Included: - DND activation times - DND duration - User DND patterns - DND frequency - Availability analysis
Use Cases: - Monitor user availability - Analyze DND patterns - Optimize user scheduling - Track availability trends
12. Faxes Activity Report¶
Purpose: Tracks fax activity and usage within the system.
Key Features: - Fax activity monitoring - Fax success rates - Fax volume analysis - Fax quality metrics
Data Points Included: - Fax transmission volume - Fax success/failure rates - Fax quality metrics - Fax timing analysis - Fax destination tracking
Use Cases: - Monitor fax usage - Track fax performance - Analyze fax patterns - Optimize fax services
13. Audit Logs Report¶
Purpose: Provides comprehensive system activity logs for security and compliance.
Key Features: - System activity tracking - Security event logging - User action monitoring - Compliance reporting
Data Points Included: - User login/logout events - System configuration changes - Security events - Administrative actions - System access logs
Use Cases: - Security monitoring - Compliance reporting - System activity tracking - Audit trail maintenance
14. Meetings Activity Report¶
Purpose: Tracks meeting activity and usage within the system.
Key Features: - Meeting activity monitoring - Meeting participation tracking - Meeting quality metrics - Meeting usage analysis
Data Points Included: - Meeting creation and scheduling - Participant statistics - Meeting duration - Meeting quality metrics - Meeting usage patterns
Use Cases: - Monitor meeting usage - Track meeting participation - Analyze meeting effectiveness - Optimize meeting services
Report Access and Permissions¶
Each report has specific permission requirements that determine who can access and view the data. These permissions are managed through the role-based access control system and include:
- View Access: Basic ability to view report data
- Download Access: Ability to export report data
- Delete Access: Ability to remove report data (where applicable)
- Recording Access: Ability to access call recordings (where applicable)
Report Data Retention¶
Report data is retained according to system policies and compliance requirements. Users should be aware of data retention periods when accessing historical information.
Export and Integration¶
Most reports support data export functionality for further analysis in external tools. Export formats typically include CSV, Excel, and PDF formats depending on the report type