Reports

Most VoIP systems offer reporting tools. What differentiates Byphone is that it has been simplified into key measures that organisations use on a daily basis, and it has been designed to help you understand how your organisation handles its calls, and areas to target for improving efficiency and customer satisfaction.

For every call there can be many records. If the call is directed to a ring group, then the system records all legs of that call. A call that goes through 2 ring groups with 6 members and then onto a voice mail, could have 13-16 call records associated with it. This provides a comprehensive set of data for each call, but it is difficult to analyse.

Byphone has simplified this by consolidating that data into a single call record. The call is attributed to the last operation or user on the call and this is what will be shown in Call Reports.

The Reports measure the time taken to reach the last operation or function within the system. The diagram below explains the calculation for a call answered by reception and transferred to another user able to help the caller with their query.

The below shows if a call was unanswered by the first Ring Group and then directed straight to a Group Voicemail. The time the caller spends leaving a voicemail is considered handling time on the call record and shown in it's own report.

If all members of Ring Group 1 are added to a permissions group, then a team leader sitting above that group in the permissions hierarchy will see calls for all users in that group.

If the call was answered by a user in Ring Group 1, then transferred to a different user outside that ring group then that call would be excluded from the call stats that the team leader has access to and instead associated with the new end users stats. The time that Ring Group 1 team spent talking to the caller prior to transfer, would be counted as handling time.

The concept is to quickly see the time taken before a customers query is actually dealt with.

See Roles/Permission Hierarchy for more information on Roles and Permissions.

We have some built in date filters to keep things as simple as possible such as:

Month - Shows all calls from the start to the end of the current month.

Fortnight - Shows all calls from Sunday to Sunday for the past two weeks. For example if today is Tuesday, the filter will show calls for the past 10 days, as well as the next 4 days (which have not yet been made).

Week - Shows calls for this week, beginning from the previous Sunday until the next Saturday.

Today - Shows calls for today's date (note these are updated every 15 minutes throughout the day).

You can also enter a custom date range using the From and To fields.

Within this section you will see 6 different tiles showing headline values for useful statistics on your system. Each one can be clicked on and drilled down into more detail.

Total Call Time - Inbound - This is the total amount of time spent on Inbound calls over the chosen date range. For larger businesses the headline value may not be quite as useful, but the detail within certainly can be as it then breaks this amount down into chunks relevant to the date range on a per user basis. For example if you were to choose a month as your date range, you will see the graph broken down by week. If you were to chose a Fortnight or Week range, the graph is broken down by day. If you choose a Day as your date range, you will see the graph broken down by hour. The users names in the legend along the top can be clicked on to highlight only that user, as well as clicking their sections on the graph itself. You can right click on those same sections and view the Call Records that make up that part of the graph.

Average Call Time - Inbound - This is the average amount of time spent on Inbound Calls over the chosen date range. This gives you a good idea just how quickly on average it takes to wrap up a call and coupled with knowing your total number of inbound calls over a similar period, starts to give you a good idea of how many staff you may need available on a particular day or how well your current staff are performing.

Average Wait Time - Inbound - This is the average amount of time spent between when the phone begins to ring and a caller speaking to the person who can help them or who they are looking for. This can include time spent listening to announcements, or time spent on hold waiting to be transferred. This is across the entire system, so if you have users with direct dial numbers, that wait time is also included here. By clicking into the report you can see the wait time broken down by user and in turn see who is most or least difficult to get hold of.

Calls Answered - Inbound - This is the total number of Inbound External calls that have been answered on your system during your chosen date range. By clicking on this tile this can also be broken down on a per user basis or by receiving number so you can confirm the efficiency of each of your users or see which ring groups most calls are being answered by. This is useful if you have a call flow using tiered ring groups, showing how many are answered by the first group, or how many make it to the second and so on.

Calls Answered by Voicemail - Inbound - This shows you the total number of unanswered calls that finish by going to voicemail over your chosen date range. This can be a good indicator of whether you receive a lot of calls out of hours or calls during hours are not being picked up quickly enough indicating an issues with staffing levels. By clicking on this report you can see total broken down by week/day/hour depending on your chosen date range, or switch to see it by receiving number to confirm which mailboxes are being used most, be they Group or User mailboxes.

Calls Unanswered - Inbound - This is the total number of calls that went unanswered (and were not picked up by voicemail) on your system over the chosen date range. By clicking into this report you can quickly see where calls are being lost on your system. This could show that callers are hanging up during an Announcement or IVR, or not being picked up quickly enough in a ring group or by a user, or that perhaps you need to add a voicemail to ensure any missed calls can be followed up on at a later stage.

Potential destinations:

• application_announcement Call ended during the playing of an announcement.
• application_day_night Call ended during a day/night toggle (small chance due to short duration of day/night toggle calculations)
• application_hangup Call ended by the system due to no answer and no further applications in the current call flow route.
• application_ivr Call ended during the playing of an IVR 
• application_ring_group Call ended during a ring group, before all data could be requested from the database
• application_time_condition Call ended during a time condition (small chance due to short duration of time condition calculations)
• External Number (e.g. 0044X...) Call terminated on an external number as member of a ring group or followme
• Ring Group Number (e.g. 6XX) Call terminated during ringing of ring group members
• User Extension Number (e.g. 1XXX) Call terminated during the ringing of a user's followme

Total Call Time - Outbound - This is the total amount of time spent on Outbound Calls over the chosen date range. If you are a sales driven company this can be useful when compared to the number of sales made over the same time period. Or if you mainly offer support to your customers this could be how much time you spend calling customers back. By clicking on this report you can see which users are spending the longest on outbound calls. Perhaps some sales users are taking longer than others and require some training to remedy this, or perhaps some users are not spending enough time on calls and business is suffering as a result.

Average Call Time - Outbound - This is the average amount of time spent on Outbound Calls over the chosen date range. By clicking into this report it can be a good indicator of which users are most efficient and which require more training or support to perform their duties.

Average Wait Time - Outbound - This is the average amount of time your users are spending waiting for outbound calls to be answered. If your main concern is sales generated by outbound calls this can be a very good indicator of efficiency when looked at over different periods of time. By clicking into this report you can break down on a per user basis, which users are the largest contributors to this stat and require further scrutiny.

Calls Answered - Outbound - This is the total number of your outbound calls that are answered for your chosen date range. This gives a good indicator, when compared with total calls or unanswered calls, of how good the data you hold on your customers/suppliers are. Perhaps you need to better maintain that data. Perhaps you purchased that data from a third party to generate sales. Perhaps you are trying to contact debtors. By clicking on this report you can see the answered outbound calls for each extension and delve in to look at those calls and listen to call recordings also where available.

Calls Unanswered - Outbound - This is the total number of unanswered calls your business has made during the chosen date range. These could be miss dialled numbers or calls that could have been made at a better time of the day to improve success rate. You can click into this report and see the users making these unanswered calls and further examine the call records for each to discern patterns that could offer some explanation as to why they are unanswered and devise a way to remedy that.

Calls By Type - Outbound - This show you Outbound Calls broken down by their destination type. This is useful when managing your credit balance for International or Premium rate numbers, perhaps you are spending too much and there are local number alternatives that could be used. Perhaps your customer base is mainly mobile or mainly based in a different territory than yourself. This allows you to be better informed when making decisions about your phone system or in some cases the markets you would like to concentrate more on.