Omnia Admin Reports: Call Statistics - User

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Access User Call Statistics:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Call Statistics, then Users.

2. View User Call Statistics:

• The table displays the following columns:
  • Number: The user's extension number.
  • Name: The user's name.
  • Call Types: Various call metrics, including:
    • Inbound Answered
    • Inbound Duration
    • Outbound Answered
    • Outbound No Answer
    • Outbound Busy
    • Outbound Failed
    • Outbound Duration
    • Inbound Total
    • Outbound Total
    • Total Answered
    • Total Talk Time
    • Avg Talk Time Per Call
    • Total Outbound No Answer Duration
• The initial results shown will be for today's date.

3. #### Sorting Data:

• Click the sort icons next to column headers to arrange items in ascending or descending order.

4. Preset Filters:

• Yesterday: Click this button to quickly filter data from the previous day.
• Last 10 Days: Click this button to quickly filter data from the last 10 days.
• Last 30 Days: Click this button to quickly filter data from the last 30 days.

5. Filter Settings:

• Click Filter to open the filter settings.

6. Select Date Range:

• Choose the start and end dates to define the period for which you want to view the Call Statistics.
• You can use preset options like Last Week, Last Month, Last 3 Months, Last 6 Months, and Last Year.
• In addition to the date range, you can also filter by a specific time range within the selected dates.

7. Clear Filters:

• Click Clear to remove the filters if needed. This allows you to start over while picking from your date ranges.

8. Choose the Distribution Type:

• Choose the distribution type (Daily, Monthly, or None).

9. Filter By:

• Branch: Filter call statistics by specific branches.
• Users: Filter by specific users or extension numbers.
• Enter the specific criteria based to narrow down the results.

10. Apply Filter:

• Click Update to apply the filter settings.
• The details will be displayed on the screen based on your filters.

11. Reset Filters:

• Click Reset to remove your filters and start over if needed.

12. Export Data:

• Use the Export button to download the User call statistics data in CSV format.
• Click OK to confirm the export.

13. Call Metrics:

• Inbound Answered: The total number of incoming calls that were answered by the user.
• Inbound Duration: The total duration of all answered inbound calls, typically measured in minutes and/or seconds.
• Outbound Answered: The total number of outgoing calls made by the user that were successfully answered by the recipient.
• Outbound No Answer: The total number of outgoing calls made by the user that were not answered by the recipient.
• Outbound Busy: The total number of outgoing calls made by the user that received a busy signal.
• Outbound Failed: The total number of outgoing calls made by the user that failed to connect due to technical issues or incorrect numbers.
• Outbound Duration: The total duration of all successfully connected outbound calls, typically measured in minutes and/or seconds.
• Inbound Total: The total number of all inbound call attempts, regardless of whether they were answered, missed, or failed.
• Outbound Total: The total number of all outbound call attempts, regardless of whether they were answered, not answered, busy, or failed.