Templates

Report Templates #

The system provides a series of report templates that can be used to create and run reports. The choice of template defines the following report attributes:

  • Call Data Type -> Which type of call data is reported on, Session, Segment or Connection
  • Fields -> What fields are available to select by the user
  • Grouping -> How the data should be grouped and summarised (if at all). For example, a list of call records would usually have no grouping, each call and it's associated properties can be viewed. If however the data is grouped by Telephone Number, aggregate columns become available such as Total Calls and Total Ring Time etc.

When creating a new report, a template must first be chosen before columns can be selected. Each template has a set of default columns which will automatically be visible, but can be added or removed by the user. When editing a report, if the template is changed, the selected columns will automatically be changed to the template's defaults.

Information Circle info
Refer to the Aggregated Data section for more information on grouped and call list reports.

Available Templates #

The following templates are available for creating reports.

Account Reports #

View call information at account level. Compare traffic through different communications platform accounts.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Calls by Account Call data grouped by Account, internal and external calls. This template requires multiple communication server accounts to be configured Session Call List
(Session)
All
Service Level by Account A summary of the number of calls completed on each account. Session Call List
(Session)
All
Document note
The Account Report templates will only appear if there is more than one communication server account (PBX) licensed.

Agent Reports #

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Agent Away Reason Summary* A summary of the time an agent has spent in the various expanded away states. n/a Agent Status Detail ~.pbx.kazoo.name.~, 3CX
Agent Status Detail A list of agent status events for the given time period. n/a n/a ~.pbx.kazoo.name.~, 3CX
Agent Status Summary* A summary of the time an agent has spent in the various states. n/a Agent Status Detail ~.pbx.kazoo.name.~, 3CX
Agent Summary* Call data grouped by Agent, internal and external calls. This template requires the ACD Reporter License. Connection Call List (User Connection) ~.pbx.kazoo.name.~, 3CX
Calls Completed by Agent A summary of the number of calls completed by an agent. Connection Call List (User Connection) ~.pbx.kazoo.name.~, 3CX

* The Agent Summary reports displays a combination of call and status data. When filtering the report with a Queue, this will only apply to call information. All agents will appear on the report along with their status for the date range of the report, only calls will be filtered by Queue.

Document note
Agent reports may not be visible if your account has not got Agent functionality switched on.

Call Costs #

View lists and summarised call costs.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Call Cost by Number Call data grouped by telephone number. Session Call List (Rated Calls Session) All
Call Cost by Number Type A summary of the number of external calls by the type (Local, National or International) of the call. Session Call List (Rated Calls Session) All
Call Cost by User A summary of calls handled by each user. Segment Call List (Rated Calls Segment) All
Call List (Rated Calls Session) Call list of the aggregated call segments. Session n/a All
Call List (Rated Calls Segment) Call list of expanded segment of each call. Segment n/a All

Call Lists #

View lists of individual calls or call segments. Call lists can show all the details stored about each call and can be filtered to find specific telephone calls.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Call List (Abandoned Calls) A list of call data records containing abandoned calls only*. Session Call Session View All
Call List (Internal) A list of individual internal call segments*. Segment Call Session View All
Call List (Session) A list of call data records which is not Segment*. Session Call Session View All
Call List (Recorded Calls) A list of call data records for recorded calls. Session Call Session View All
Call List (Segment) A list of call data records which is Segment*. Segment Call Session View All
Call List (Trunk to Trunk) A list of individual trunk-trunk call segments*. Segment Call Session View All
Call List (Unreturned Abandoned Calls - no filter) A list of call data records, filtered (Incoming only) to show unreturned abandoned calls only*. External calls only. Session Call Session View All
Call List (Unreturned Abandoned Calls) A list of call data records, filtered to show unreturned abandoned calls only*. External calls only. Session Call Session View All

* Refer to the Call Segmentation section for more information.

Information Circle info
Each of the 'Call List' report templates has a fixed display limit of 5,000 rows of call data. If the date range for a call list report is configured so the resulting data would generate more than 5,000 rows, only the first 5,000 rows will get returned. When this happens, a warning message will appear on the screen alerting to this fact. To remove the warning, reduce the date range the report is being run for or apply a filter to restrict the result set. Alternatively, use Scheduling to return a larger number or records.

Call Tag Reports #

View a summary of calls that have been a value added for a specific tag.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Call Tag Summary A summary of the number of calls with a specified call tag Session Call List (Session)

Caller ID & DDI Reports #

View calls summarised by the telephone numbers involved in the calls: caller ID, DDI and dialled numbers. Identify the top dialled numbers, which customers call the most and spread of incoming calls across DDIs.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Calls by Area Code A summary of the number of calls by area code. Session Calls by Location* All
Calls by Country A summary of the number of calls by country Session Calls by Area Code* All
Calls by DDI Call data grouped by DDI number, incoming external calls only. Session Call List (Session) All
Calls by Location A summary of the number of calls by location. Session Call List (Session)* All
Calls by Number Call data grouped by Telephone Number, external calls only. Session Call List (Session) All
Calls by Number Type A summary of the number of external calls by the type (Local, National, International) of the call. Session Call List (Session) All
Calls by Service Number Call data grouped by Service number (Combined DDI & Outgoing Called Id field) Session Call List (Session) ~.pbx.kazoo.name.~
Calls by State A summary of the number of calls by state/province (NANPA region calls only). Session Calls by Area Code* All
Outgoing Calls by Caller ID Name A summary of outgoing calls by the caller id name used. Session Call List (Session) ~.pbx.kazoo.name.~
Outgoing Calls by Caller ID Number A summary of outgoing calls by the caller id number used. Session Call List (Session) ~.pbx.kazoo.name.~
Top Dialled Numbers A summary of the number of outgoing calls by telephone number. Session Call List (Session) All
Top Received Numbers A summary of the number of incoming calls by telephone number. Session Call List (Session) All

* When clicking through on location based reports (Area Code/Country/Location/State etc.), calls from other locations can appear on the click through data if there are Trunk to Trunk calls listed.

Performance #

View abandoned calls summarised by time, and calls abandoned and answered by service level.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Abandoned Calls by Day A summary of the number of abandoned calls by day. Session Call List (Session) All
Abandoned Calls by Day & Time A summary of the number of abandoned calls by day and time. Session Call List (Session) All
Abandoned Calls by Time A summary of the number of abandoned calls by time. Session Call List (Session) All
Service Level by Day A summary of the service level performance by day. Session Call List (Session) All
Service Level by Day & Time A summary of the service level performance by day and time. Session Call List (Session) All
Service Level by Time A summary of the service level performance by time. Session Call List (Session) All
Color Wand tip
Service level fields on reports are broken down by the Ring Duration Thresholds set on the workspace the report is running in.

Queue Reports #

View calls summarised by the queue or group where a call has been routed. Queue reports are useful for comparing team performance.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Call List (Queue Calls) Call data grouped by Queue/Group, incoming calls only. Segment Call List (Segment) ~.pbx.kazoo.name.~, 3CX
Calls by Queue Call data grouped by Queue/Group number, incoming calls only. Segment Call List (Segment) ~.pbx.kazoo.name.~, 3CX
Calls by Queue Name Call data grouped by Queue/Group name, incoming calls only. Segment Call List (Segment) ~.pbx.kazoo.name.~, 3CX
Queue Calls by Day A summary of the number of queue calls by day. Segment Call List (Queue Calls) ~.pbx.kazoo.name.~, 3CX
Queue Calls by Day & Time A summary of the number of queue calls by day and time. Segment Call List (Queue Calls) ~.pbx.kazoo.name.~, 3CX
Queue Calls by Time A summary of the number of queue calls by time. Segment Call List (Queue Calls) ~.pbx.kazoo.name.~, 3CX
Queue Performance A summary of the number of calls handled by each queue. Segment Call List (Segment) ~.pbx.kazoo.name.~, 3CX

Route Path Reports #

View calls summarised by the route path name or number. Route path reports are useful or seeing where calls have routed within the communications platform to help monitor customer experience.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Incoming Calls by Route Path Name A summary of incoming calls by the route path name. Session Call List (Session) ~.pbx.kazoo.name.~
Incoming Calls by Route Path Number A summary of incoming calls by the route path number. Session Call List (Session) ~.pbx.kazoo.name.~
Document note
If using ACDC, incoming Route Path prefixes can not be correctly modelled due to a lack of events linking the original call to the ACDC user call.

Teams Reports #

View calls summarised by the user or device that was involved in the call. Monitor user performance and compare performance between users.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Teams Call List A list of all Teams call data records. Session Call Session View Teams
Teams Calls by User Teams Call data grouped by User. Connection Teams Call List Teams
Teams Calls by Meeting Teams Call data grouped by Meeting Id. Session Teams Call List Teams
Teams Calls by External Tenant A summary of Teams calls grouped by external tenant names. Session Teams Call List Teams
Document note
Microsoft Teams communication reports are only available if you have a dedicated Team collector enabled.

Time-Based Reports #

View call traffic summarised by date and time. Time-based reports are useful for tracking performance and traffic to identify patterns.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Calls by Day Call data grouped by Start Time, external calls only. Session Calls by Time All
Calls by Day & Time Call data grouped by Start Time, external calls only. Session Call List (Session) All
Calls by Day of Week Call data grouped by Start Time, external calls only. Session Calls by Time All
Calls by Day of Week & Time Call data grouped by Start Time, external calls only. Session Call List (Session) All
Calls by Duration A summary of the number of calls by duration of the call. Session Call List (Session) All
Calls by Hold Time A summary of the number of calls by the hold time of the call. Session Call List (Session) All
Calls by Month Call data grouped by Start Time, external calls only. Session Calls by Week All
Calls by Ring Time A summary of the number of calls by the ring time of the call Session Call List (Session) All
Calls by Talk Time A summary of the number of calls by talk time of the call. Session Call List (Session) All
Calls by Time Displays statistics about the number of calls handled every half-hour Session n/a All
Calls by Week* Call data grouped by Start Time, external calls only. Session Calls by Day All
Trunk Usage Trunk usage data grouped by Start Time, external calls only. Session Call List (Session) All

* Sunday is treated as the first day of the week. The first week of the year starts on January 1st and finishes on the following Saturday. The last week of the year always ends on December 31st. The first/last weeks of the year will often have fewer than 7 days.

User & Device Reports #

View calls summarised by the user or device that was involved in the call. Monitor user performance and compare performance between users.

Template Name Description Call Data Type Click-Through Report Insights Analytics Communication
Service
Call List (User) A list of all Teams call data records. Session Call Session View All
Calls by Device Call data grouped by Device. Connection Call List (User Connection) All
Calls by Parking Slot Parked call data grouped by parking slot that was used. Connection Call List (Park Slot Connection) ~.pbx.kazoo.name.~
Calls by User Call data grouped by User. This includes calls made on any devices associated with a user. Connection Call List (User Connection) All
Calls by User Group Call data grouped by User Group. Calls are matched to a group based on a user's Primary User Group. Connection Call List (User Connection) All
Calls by Voicemail Box Call data grouped by mailbox. Connection Call List (Session) ~.pbx.kazoo.name.~
Calls Completed by User A summary of the number of calls completed by a user. Connection Call List (User Connection) All
Color Wand tip
If an email address is appearing as the User Id instead of a number, a Presence ID needs to be assigned to the user on the communications platform.