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.