MiVoice Office Application Suite - Technical Manual
Report Templates
The MCS has a series of report templates that can be used to create and run reports. Each report template contains the following information:
Data source (Call or configuration data for example)
This outlines when to get the data for the report from. Currently the two data sources available to the templates are
Columns
This outlines what columns are available to add to a report. Depending on the data source and grouping, the columns which are available to add to the report will change.
Grouping
This defines how the data in the report should be grouped (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.
The following templates are available for creating reports:
| Template Name | License | Description | Segmented Data |
|---|---|---|---|
| ACD Data - ACD Status List | Call Logging | A list of ACD state changes for all licensed agents. This template requires the ACD Reporter license. | N/A |
| Call Data - Call List | Call Logging | A list of call data records (not segmented*). | No |
| Call Data - Call List (Segmented) | Call Logging | A list of call data records which is segmented*. | Yes |
| Call Data - Invalid Dialed Numbers | Call Logging | A list of call data records containing invalid dialed numbers only. | No |
| Call Data - Lost Calls | Call Logging | A list of call data records containing lost calls only. | No |
| Call Data - Trunk to Trunk Calls | Call Logging | A list of call data records containing trunk to trunk calls only. | No |
| Call Data - Calls by Account Code | Call Reporter | Call data grouped by Account Code, external calls only. | No |
| Call Data - Calls by Agent | ACD Reporting | Call data grouped by Agent, internal and external calls. This template requires the ACD Reporter License. | Yes |
| Call Data - Calls by DID | Call Reporter | Call data grouped by DID number, inbound external calls only. | No |
| Call Data - Calls by Extension | Call Reporter | Call data grouped by Extension, internal and external calls. | Yes |
| Call Data - Calls by Hunt Group | Call Reporter | Call data grouped by Hunt Group, inbound calls only. | Yes |
| Call Data - Calls by Start Time | Call Reporter | Call data grouped by Start Time, external calls only. | No |
| Call Data - Calls by Start Time (Hunt Group Segmented) | Call Reporter | Hunt Group segmented call data grouped by Start Time, external hunt group calls only. | Yes |
| Call Data - Calls by Telephone Number | Call Reporter | Call data grouped by Telephone Number, external calls only. | No |
| Call Data - Calls by Trunk | Call Reporter | Call data grouped by Trunk, external calls only. | No |
| Call Data - Calls by User | Call Reporter | Call data grouped by User. This includes calls made on any extensions associated with a user. | Yes |
| Call Data - Unreturned Lost Calls | Call Logging | A list of call data records (not segmented*), filtered to show unreturned lost calls only. External calls only. | No |
| Call Data - Inbound Call Summary ** | Call Logging | Inbound call summary for external calls. | No |
| Config - ACD Agent List *** | Call Logging | Configuration data, a list of all ACD Agents MCS has imported from the telephone system. | N/A |
| Config - DID Number List | Call Logging | Configuration data, a list of all DID Numbers configured on MCS. | N/A |
| Config - Device List | Call Logging | Configuration data, a list of all Extensions MCS has imported from the telephone system. | N/A |
| Config - Trunk List | Call Logging | Configuration data, a list of all Trunks MCS has imported from the telephone system. | N/A |
| DND Data - DND Status List | DND Reporting | A list of DND state changes. This template requires the DND Reporter License. | N/A |
* Refer to the Call Segmentation section for more information.
** The Inbound Call Summary template is not user selectable, it is fixed to the Inbound Call Summary Report.
*** MCS does not support ACD member hunt groups, only ACD Agent hunt groups.
Each of the call list report templates (Call List, Call List (Segmented) & Unreturned Lost Calls) has a fixed limit of 5,000 rows of call data. If the date range for a report is configured and 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 schedule the report to return all records.
The Call List reports provide a 'Play' option against answered calls which allows the user to playback the recording if they have the necessary MiVoice Office Call Recorder features configured. Clicking the play link will open up the normal playback window. If a call has not been recorded due to it being made on an unrecorded device or because it has been excluded, the play link will still appear but the user will be informed that the call was not recorded after pressing it.