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The User Activity report provides a comprehensive summary of internal and external call activity - both inbound and outbound - for each site, group or user. It's also possible to drill down into each entity to obtain the same call information at a more detailed level.
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The
format is the most interactive of all formats: all column headers are click-sortable and most graphical and tabular elements can be drilled down into, allowing deeper analysis of your results.
It allows you to see the results of the report at different organisational levels: site level, group level, user level and as an itemised list of individual calls.Site Level
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The headers of this report are as follows
Results are shown for each organisational level: site, group and individual user, where a table is shown with the following headers:
| Header | Description |
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| Name | This column tells you which entity the data displayed refers to, e.g site, department user etc. | Inbound | The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria: Image Removed: The total volume of calls received by this entity.The name of the entity for each line of data |
| Inbound | - Image Added: The number of inbound answered calls including transferred calls
- Ext duration: The total
length time spent on - all inbound external calls
by this entity.- (in hours, minutes and seconds)
- Int duration: The total
length time spent on - all inbound internal calls
by this entity. | Outbound | The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria:Image Removed: The total volume of calls made by this entity.- (in hours, minutes and seconds)
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| Outbound | - Image Added: The number of outbound calls made
- Ext duration: The total
length time spent on - all outbound external calls
by this entity.- (in hours, minutes and seconds)
- Int duration: The total
length time spent on - all outbound internal calls
by this entity. | Totals | The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:- (in hours, minutes and seconds)
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| Totals | - : The total number of calls handled by this entity, including all incoming inbound and outgoing outbound, both internal and external.
- Duration: The total duration of time spent on calls by this entity.all inbound and outbound calls
- Cost: The total cost of the calls for the entity appearing in this report. Please note that on multi-national sites the cost would normally be set to appear in local currency.
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Extension group level
Site Level
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Group level
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Individual user level
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Itemised call list
When drilling down into an individual user, the report style changes to an itemised call list rather than a call summary table.
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The column headers of this level the itemised list are as follows:
| Header | Description |
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| Date & Time | Shows the date and time the calls was started. |
| Source | Details of where the call originated. |
| CLI | Shows the caller line identity of the incoming call. |
| Route | Shows the number that was dialled, in the case of an outgoing or internal call. |
| Destination | For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call. |
| Response | The response field shows the length of time it took before the call was answered i.e. the response time. |
| Duration | Shows the duration of the call in hours, minutes and seconds. |
| Cost | Shows the cost of the call. |
 | Shows only if there is a recording associated with the call. To play, simply click on this icon. |
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