Omnia Admin Reports: Inbound Activity

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 Inbound Activity Report:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Call Summary, then Inbound Activity.

2. Overview:

• This section provides a detailed summary of incoming call activities, helping you to analyze call patterns and performance over specific periods.

3. #### Last 10 Days:

• View a bar graph showing the status of inbound calls.
• Categories displayed:
  • Answered (IN): Calls answered. (Blue)
  • No Answer (IN): Calls not answered. (Green)
  • Busy (IN): Calls with a busy signal. (Red)
  • Failed (IN): Calls failed to connect. (Purple)

Last 30 Days:

• View a similar bar graph for the last 30 days.
• Categories and colors remain consistent as above.

Graph Details:

• The graph displays data based on your selection (last 10 days or last 30 days).
• Hover over the bars to see daily stats.
• Each bar represents a different category of call status (Answered, No Answer, Busy, Failed).

4. Filter Settings:

• Select Date Range: Choose the start and end dates for the report to customize the period for which you want to view the data.
• Predefined Date Filters: Quickly filter data by predefined date ranges such as Last week, Last month, Last 3 months, Last 6 months, and Last year.

5. Select Distribution:

• Choose to view data daily, monthly, or hourly.

6. Filter By:

• Branch: Filter data by specific branches.
• Call Outcome: Filter by the outcome of calls.
• Phone Number (Inbound Only): Filter data by specific inbound phone numbers.
• User (Answered Only): Filter data based on the users who answered the calls.

7. Select Inbound Activity Dispositions:

• Choose between different call outcomes to display in the report:
  • Answered
  • No Answer
  • Busy
  • Failed

8. Select Presented Filter:

• Presented means a call attempted to reach a user.
• Choose to view:
  • Presented: Calls that were presented.
  • Not Presented: Calls that were not presented.
  • All: All calls regardless of presentation status.

9. Select a Secondary Metric:

• Display additional metrics alongside primary data:
  • Call Quality: Quality of the call connections.
  • Internal Calls: Number of internal calls.
  • Outbound Calls: Number of outbound calls.
  • Talk Time: Total talk time for the calls.
  • Total Calls: Total number of calls.
• Additional filters based on the selected secondary metric:
  • Outbound Calls: Filter by Answered, No Answer, Busy, Failed.
  • Talk Time: Filter by Inbound, Outbound, Total.
  • Total Calls: Filter by Answered, No Answer, Busy, Failed.

10. #### Apply Filters:

• After setting your desired filters, click on the Update button to apply them. This will update the report to reflect the selected criteria.
• Click Reset to remove the filters.

11. Graph Details:

• Data Points: Hovering over the bars in the graph now provides detailed statistics based on the filters selected.

12. Exporting Data:

• Click Export to download the displayed data in CSV format.

13. - The Inbound Heatmap visualizes the volume of inbound calls over a selected period. Each square represents a day, with colors indicating the number of calls.

14. Select Date Range:

• Select a date range to get started.

• Choose the date range to analyze by selecting either Last 6 Months or Last 1 Year.

15. View Heatmap:

• The heatmap will display the volume of inbound calls, with the following color coding:
  • Yellow: 1 - 11 calls
  • Light Orange: 11 - 21 calls
  • Orange: 21 - 31 calls
  • Dark Orange: 31 - 41 calls
  • Red: 41 - 51 calls

16. Filter by Call Volume:

• Click on the color labels at the top to filter the heatmap. Clicking on a label will remove it from the view, allowing you to focus on specific call volume ranges. For example, clicking on the Yellow label will exclude days with 1 - 11 calls from the heatmap.

17. Analyze Data:

• Hover over any square to see the specific details of the call activity for that day. The tooltip will show:
  • Answered (IN)
  • No Answer (IN)
  • Busy (IN)
  • Failed (IN)