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The Call Statistics report provides a detailed analysis of call activity within Omnia. This guide offers step-by-step instructions on how to access and view call statistics for users, as well as how to filter, sort, and export the data.
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.

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Accessing User Call Statistics

  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.

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Viewing User Call Statistics

  1. 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.

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Sorting Data

  1. ​
    Sorting Data:

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

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Filtering Data

  1. 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.
  1. Filter Settings:
  • Click Filter to open the filter settings.
  1. 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.
  1. Clear Filters:
  • Click Clear to remove the filters if needed. This allows you to start over while picking from your date ranges.
  1. Choose the Distribution Type:
  • Choose the distribution type (Daily, Monthly, or None).
  1. 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.
  1. Apply Filter:
  • Click Update to apply the filter settings.
  • The details will be displayed on the screen based on your filters.
  1. Reset Filters:
  • Click Reset to remove your filters and start over if needed.
  1. Export Data:
  • Use the Export button to download the User call statistics data in CSV format.
  • Click OK to confirm the export.

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Understanding the User Call Statistics

  1. 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.
 

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