1. Basic "Need to Know" for Reporting
When you click Dashboard there
are 3 basic views you can see
1. You can view all outbound and inbound calls and
click into any of the options surrounding to get
further details
2. You are able to see how calls are coming in (into
which groups)
3. You are able to view calls throughout the day
(helpful for staffing)
The settings tab will allow you to make
additional organization changes, such as
changing names.
By clicking the reports tab you can
look at calls in different ways. We'll
take a look at total calls by Agent.
2. Looking at the arrow above, you can click the link of calls
from any agent and this window will pop up. This allows you
to see each of the call's detailed info.
1. You can "select all" to see all calls by all agents or
sort by clicking the extensions you want. You can
also sort by date.
3. By selecting the icon labeled by the above arrow, you will be able to
see this next screen which will allow you to listen to the recorded call
and/or download it.
1. By clicking the extension, DID tags, or Department
tags tab you will be given the option to change the
names like you see in the image below that will help your
reporting be easier to monitor and, in turn, more efficient.