In a call center environment, it may be necessary to monitor and keep record of your business' call statistics. This can help ensure your business is meeting set standards and expectations. 

Generate a Call Statistics Report

As an Enswitch admin, you can use the Enswitch web portal to generate different call statistics reports.

To generate a Call Statistics report…

1. Navigate to Reports → Call statistics.
   
2. On the Call statistics page, click the New report >> button.
   
3. At the top of the Report options menu, fill in the following information:
   

4. Use the Call statistics, Queue statistics, and Queue agent statistics sections to select the types of statistics that should be shown in this report.
   

   Call Statistics

   In your report, you can select specific call statistics that should be calculated and displayed.

   

   The following call statistics can be shown in a report:

   Note: The number shown for these stats depend on the Report type selected and the destinations that are shown in the Display destinations section.

    

   Option	Description
   Total calls	The total number of calls that were handled.
   SLA ok	If you have set the SLA answer time option, you can choose to display how many calls were answered within your set SLA answer time.
   Answered & Not answered	How many calls were answered and not answered by agents.
   Inbound calls	The total number of calls that were dialed to a user/agent.
   Inbound answered & Inbound no answer	The number of inbound calls that were answered or not answered by a user/agent.
   Outbound calls	The total number of outbound calls that were made by users and agents.
   Outbound answered & Outbound no answer	The number of outbound calls placed by an agent that were answered or not answered.
   Hold time minimum & Hold time maximum	The shortest and longest time that calls from a destination/time were waiting on hold.
   Hold time average	The average time calls were on hold from a destination/time. This is calculated using the Hold time minimum and Hold time maximum stats.
   Talk time minimum &  Talk time maximum	The shortest and longest time that users were actively on a call for that destination/time.
   Talk time average	The average time calls were actively being handled. This is calculated using the Talk time minimum and Talk time maximum stats.
   Total time minimum & Total time maximum	The shortest and longest time a call was handled within a destination/time. Note: The total time includes talk time and hold time.
   Total time average	The average time a call was handled. This is calculated using the Total time minimum and Total time maximum stats.
   Total time total	The total time calls were handled within a destination/time. This total is found by adding up the total time of every call.

    

    

   Queue Statistics

   Select the different statistics you want to show that center around your queues. 

   

   Option	Description
   Abandoned by caller	The number of calls that were abandoned by the caller.  A call may be abandoned due to technical issues on the caller's side or other small issues like the caller realizing they dialed a wrong number.
   Short abandon by caller	The total number of calls that were abandoned within the set Short abandon time option.
   No agents available	Display how many agents were not available in their queues.
   Time-out in queue	How many calls were not answered in time and followed an exit option.
   Key press by caller	The number of calls where a caller pressed a key on their dialpad.
   Agent completed	The total of calls ended and completed by agents.
   Caller completed	The number of calls ended by a caller.
   Transfer by agent	How many calls were transferred to another destination by an agent.

    

    

   Queue Agent Statistics

   If this report is going to focus on agents in your queues, you can show the availability statuses that your agents used and for how long they were on that status. 

   

   If your agents do not switch their status while handling calls, then showing these statistics may not be necessary for your report.

    

    
5. If you are creating a Destinations report, use the Display destinations section to select the different users, callers, numbers, and queues that should be displayed in the report.
   
   

   Display Destination Options

   There are several destinations in the table that you can show and hide. For some special destinations, you can select specific phones, users and queues that can be shown.

   

   Option	Description
   All calls	Show or hide the All calls row of the Destinations report
   External callers	Show or hide the External callers row of the Destinations report
   Internal call legs	Show or hide the Internal call legs row of the Destinations report
   External destinations	Show or hide the External destinations row of the Destinations report.
   Numbers and codes	Select feature codes and numbers that should be shown in the report. For this option, you can select…     •  All numbers - Show every number and feature code on your account.     •  All with control panel “yes” - Show numbers and feature codes that have had the “Show in control panel” setting enabled.     •  Specific numbers - Select dialed phone numbers and feature codes to display as in their own rows.
   Queues	Select queues that should be shown in the report. For this option, you can select…     •  All queues - Show every queue on your account.     •  All with control panel “yes” - Show queues that have had the “Show in control panel” setting enabled.     •  Specific queues - Select specific queues to display in their own rows.
   Queue agents	Show all or specific agents that are part of a queue. For this option, you can select…     •  All agents - Show every user that is part of a queue.     •  All in displayed queue - Show agents that are only part of the queues you have selected in the option above.     •  All available in displayed queue - Show agents that are currently set as Available for calls in the queues selected above.     •  All with control panel “yes” - Show telephone lines that are set as agents in queues that have had the "Show in control panel" setting enabled.     •  Specific agents - Select specific telephone lines (aka extension numbers) that are assigned to a queue to display in their own rows.
   Telephone lines	Show all or specific telephone lines (aka extension numbers). For this option, you can select…     •  All telephone lines - Show every telephone line on your account.     •  All with control panel “yes” - Show telephone lines that have had the "Show in control panel" setting enabled.     •  Specific telephones - Select specific telephone lines (aka extension numbers) to display in their own rows.
   Total	Show or hide the Total row from the Destinations report.

    

    
6. Click the Load data button.
   

   ✔ Doing so will load a table of the data selected so far.

   This table shown may differ in appearance depending on the Report Type that was selected. 
   Here is an example of a Days of the week report:
   

   To edit this report's options, click the Open options button on the right.
   

    
7. If you would like to save this report to use at later dates, click the Save report button.
   
   

   ✔ You should see button change to say “Report saved” and a Save as copy button appear.
   

   If needed, click the Save as copy button to create a copy of this report for the Call statistics page.

    

View a Call Statistics Report

Once you have created a Call Statistics Report, you can view and edit the report by clicking the name of the report on the Call statistics page. 

While viewing the report, you can use the toolbar on the right to do different things with the report:

While viewing the data of the report, you can get a more detailed view of the calls that contributed to a specific stat. 

1. Click the stat that needs to be viewed in more detail.
   
2. In the window that appears, you can view the information of the calls that contributed towards the selected stat.
   
3. If needed, click the Export as .csv button to download a spreadsheet of the data shown.
4. Click the Close window button to return to the main view of the table.