Voice Analytics - Creating Custom Reports

Custom reports can be used to gather data on specific users, locations, phone numbers, and more.  Custom reports can be scheduled to run at a specific time and email the results.  Click here for a glossary of terms found in the report.

1. Log in to Analytics.
    
2. Click the Report button.
    
3. Click the Custom tab at the top right of the screen.
    
4. Select the report’s subject from the following options: 
    
   • Users: Run reports on specific users.
   • Locations: Run reports between specific locations.
   • Call Groups: Run reports on call groups defined in your NextOS Voice Portal.
   • Phone Numbers: Run reports based on the phone numbers that called you, or that were called out to. This report will also filter results based on the phone number used to reach your Nextiva Account.
   • Extensions: Run reports based on phone calls that directly reached a user via their extension, or based on phone calls made from a user's extension.
   • Area Codes: Run reports based on the area codes that called into you, or that you called out to.
   • Groups: Run reports based on pre-defined groups. See the Settings section of this document.
      
5. Select the type of report you want to run.  Options include:
   
   
   • Calls - The number of calls made or received
   • Talk Time - Time spent on inbound and outbound calls.
   • Call Duration - The time the phone was in use, including talk time.
   • Calls + Talk Time - Number of calls with time spent.
      
   
   
   
6. Select the format for the report.
   
   NOTE: If User calls + talk time is selected as the report subject, the only options available will be Aggregate and Compare. 
   
   
   • Aggregate: This is the total number of calls for all users, broken down by inbound, outbound, toll-free, and international calls.
   • Compare: This type of report lists users individually, letting you compare the number of inbound, outbound, toll-free, international, missed, and unique dialed calls for your users.
   • Trend Analysis: This is the total number of calls for one or more users over a single period, displayed as a line chart.
   • Period Over Period: This is the total number of calls, as well as the inbound, outbound, toll-free, and international calls for a group of users for two different periods.
   • Call Log: This is a list of all the calls (sometimes referred to as call history) for a group of users. It includes the username, time of call, duration, direction (originating or terminating), customer number, and user number.
      
   
   
   
7. Select the breakdown. Depending on the format you selected, the options may include:
   
   
   • Period Summary: This is the total number of calls for the period, broken down by inbound, outbound, toll-free, international, missed, and unique dialed calls. Depending on the format selected above, not all of these fields may be included in the report.
   • Daily Summary: This is the total number of calls for the period, broken down first by day, then by inbound, outbound, toll-free, international, missed, and unique dialed calls. Depending on the format selected, not all of these fields may be included in the report.
   • Daily Average: This is the average number of calls per day, broken down by inbound, outbound, toll-free, international, missed, and unique dialed calls. Depending on the format selected, not all of these fields may be included in the report.
   • Hourly Average: This is the average number of calls per hour, broken down by inbound, outbound, toll-free, international, missed, and unique dialed calls. Depending on the format selected, not all of these fields may be included in the report.
      
   
   
   
8. Select the display. Depending on the format and breakdown you selected, the options may include:
   
   NOTE: If User calls + talk time is selected as the report subject, the only display format available will be Table.
    
   • Column: This is a vertical bar chart that displays data using rectangular bars with lengths proportional to the values that they represent.
   • Stacked Column: This is a column chart used to compare parts of a whole and to display how parts of a whole change over time.
   • Bar: This is a chart that displays data using horizontal rectangular bars with lengths proportional to the values that they represent.
   • Stacked Bar: This is a bar chart used to compare parts of a whole, and to display how parts of a whole change over time.
   • Line: This is a type of chart that displays information as a series of data points called 'markers' connected by straight line segments. It is used to display how parts of a whole change over time.
   • Pie: This is a circular graphic, which is divided into slices to illustrate the proportions of a whole. When combined, the slices equal 100%.
   • Table: This is data arranged into rows and columns, which allows for easy analysis of data.
      
   
   
   
9. After selecting the display, a sample chart appears at the bottom of the screen.
    
10. The next step before running the report is to choose the users you want to include in the report, as well as the date range and the types of calls included in the report (inbound, outbound, toll-free, etc.).  See Analytics - Adding and Removing Call Types and Analytics - Adding and Removing Users
     
11. Click either Run or Save to run the report in a new tab immediately, or save the report to run later.
    
    XBert Tip: Click here for a glossary of terms found in the report.