Admin – Hosted UC Customer Portal – Call Center Reports

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Call Center Reports

The admin portal provides a variety of reports for group services, including a call center reports. For call centers, you can run a call center agent report, which displays detailed reporting for all calls within a group's call centers, and/or a premium call records report, which displays detailed reporting for all calls within a group's call centers.

This guide reviews both call center agent reports and premium call records reports.

Call Center Agent Report

The Call Center Agent Report displays detailed reporting for all calls within a group's call centers.

Call Record Types:

  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days

The following call types are available for each report above:

  • Total Calls
  • Answered
  • Missed Call

Call Record Details:

Raw Data - The following information is available from the raw data tab:

  • ACD ID
  • Answered
  • Agent Name
  • Called Number
  • Calling Number
  • Start Time
  • Answer Time
  • Release Time
  • Wait Time
  • Call Duration
  • Total Duration

Generate / View / Download Call Center Agent Reports

To generate, view, and/or export/download a call center agent report, follow these steps:

  1. From the group dashboard, in the left-hand menu, select Call Center under Group Services, and a list of the call centers assigned to this group/location are displayed.
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  3. Select the call center you would like to report on.
  4. Then select Agent Report under Reporting in the left-hand menu.
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  6. Then set your search criteria by selecting the Search icon in the upper right corner.
  7. Enter the Start Time and End Time.
  8. Select Generate to run the report.
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  10. Once generated, there are two tabs to show results - Overview and Raw Data.
  11. To export/download the report, select the Raw Data tab and then select the Download icon.
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Call Center Premium Call Records

The Call Center Premium Call Records displays detailed reporting for all calls within a group's call centers.

Call Record Types:

  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days

The following call types are available for each report above:

  • Total Calls
  • Placed Calls
  • Received Calls
  • Placed Answered Calls
  • Placed Missed Calls
  • Received Answered Calls
  • Received Missed Calls

Call Record Details:

Raw Data - The following information is available from the raw data tab:

  • Direction
  • Called Number
  • Calling Number
  • Calling Name
  • Start Time
  • Answer Time
  • Release Time
  • Call Duration
  • Total Duration
  • Answer Indicator
  • Related Call Id Reason
  • Account Code
  • Authorization Code

Generate / View / Download Call Center Premium Call Records

To generate, view, and/or export/download a call center agent report, follow these steps:

  1. From the dashboard, select the group to modify.
  2. In the left-hand menu, select Call Center under Group Services, and a list of the call centers assigned to this group/location are displayed.
  3. , CBTS Hosted UC Support Portal
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  4. Select the call center you would like to report on.
  5. Then select Premium Call Records under Reporting in the left-hand menu.
  6. , CBTS Hosted UC Support Portal
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  7. Then set your search criteria by selecting the Search icon in the upper right corner.
  8. Enter the Start Time and End Time.
  9. Select Generate to run the report.
  10. , CBTS Hosted UC Support Portal
    Click image for large view, CBTS Hosted UC Support Portal
  11. Once generated, there are two tabs to show results - Overview and Raw Data.
  12. To export/download the report, select the Raw Data tab and then select the Download icon.
  13. , CBTS Hosted UC Support Portal
    Click image for large view, CBTS Hosted UC Support Portal