MiVoice Office Application Suite - Technical Manual
Reporting Concepts
The following concepts apply to call reporting and have an effect on how call data can be analyzed.
All telephone calls that take place are logged for call reporting. This includes all external calls (calls involving a trunk line) and internal calls (calls between internal extensions of the business).
When analyzing call data, it is important to know that internal calls are included in some statistics and they can skew figures if the wrong statistics are used.
For example, if looking at 'Calls Handled' for the telephone system, this would include all internal and external calls. Additional fields are provided to break this number down for different call types:
Ensure that when choosing fields for reports and real-time tiles, the field containing the required information is selected.
For more information on the fields available, please refer to the Statistics section.
The direction indicates which party initiated the telephone call (which party dialed the number). All calls modeled by the system have a direction but depending on the tile/report being run, the direction may not be relevant.
External calls always have a direction no matter what tile or report is displayed the data.
Internal calls only have a direction when the tile/report is showing data which has been grouped by a device (Agent ID, Extension, Hunt Group) on the telephone system. For more information, refer to the Report Grouping section.
Transferred calls are connected calls which have been moved by the user to another device. This includes calls transferred by any of the following methods:
For example, if extension 1001 transfers a call to extension 1002, the call will be classed as Transferred Out for extension 1001 and Transferred In for extension 1002.
Overflowed calls are ringing calls which have moved from one device to another. This can be because the call was deflected by the user or the call was moved automatically due to one of the following reasons:
For example, a call that rings extension 1001 and follows a 'Forward - No Answer' timer to extension 1002 will appears as Overflowed Out against extension 1001 and Overflowed In against extension 1002.
Call segmentation refers to how data about calls is modeled and stored for reporting. Understanding call segmentation is an important step in being able to analyze call data correctly.
For more information on how call segmentation affects statistics, please refer to the Call Segmentation and Call Segmentation & Analytics sections.
On reports that show grouped data (Calls by Hunt Group etc) or on reports that show non-segmented data, individual call segments are grouped and data from each segment is aggregated.
The Aggregated Data section provides information on how this data grouping affects the data displayed.
A lost call is any external call that has not been answered. Lost call statistics can be added to real-time tiles and historical reports. Lost call statistics differ slightly depending on whether segmented or non-segmented call data is being used:
For example, if a call was answered at reception (extension 1000) and then transferred to a hunt group and hung up before being answered would not class as a lost call on a Non-Segmented report (or unfiltered real-time tile) but would show as a lost call against the hunt group on a Calls by Hunt Group report (or real-time group grid).
The service level is a target of how quickly inbound calls should be answered. The service level statistic uses the service level to display what percentage of calls were answered within the desired time. This can be viewed in historical reports and real-time tiles.
When viewing the service level on an ungrouped real-time tile, the ring time used to calculate the service level will be the ring time of the entire call. To remove the time spent by the caller in call routing announcements, use the 'Reset call timers when a call rings this group' setting against hunt groups (make this change in the Phone System configuration area).
When viewing the service level on a tile showing segmented data or a grouped report, the ring time used to display the service level will be the ring time for that call segment. In this scenario, the 'Reset call timers when a call rings this group' setting will have no effect.
Short calls are calls which are answered but have an extremely short call duration. This could be for a number of reasons, but is mainly caused by people hanging up just as a call has been answered. To flag up these types of calls, the 'Short Call Threshold' can be set. Once a call has been flagged as short, it can be removed from reports using a filter to prevent it from skewing statistics.
Please refer to the Call Reporting Settings section for information on changing the Short Call Threshold.
These are calls that have not been answered and have an extremely short ring duration (default set to less than 10 seconds). Calls that are classed as abandoned can be removed from service level calculations and all historical reports so as not to skew statistics.
Please refer to the Call Reporting Settings section for information on changing the Abandoned Call Threshold
MiVoice Office Call Reporter relies on the events from the telephone system to model exactly what happens to each telephone call. In some circumstances the telephone system can be incorrectly programmed which in turn will cause incorrect events or bad modeling of call data. The following configurations are examples of this and should be avoided to ensure that reports show useful and correct information.
Each hunt group has three timers used to control what happens to calls. The 'Announcement' & 'Overflow' timers play messages to the callers as a welcome or to specify the callers place in the queue. The 'Recall' timer controls when the call is overflowed to another hunt group or device on the telephone system.
Although it is possible to configure a hunt group in this way, it is not good practice because the caller will be cut off half way through listening to a message. For this reason, ensure that the recall timer will not interrupt either the announcement or overflow messages.
The 'Recall' timer for the hunt group provides a way to move the call if everyone in the hunt group is busy. It is possible (either directly or through a chain) to route a call back to a hunt group that it has already rung at.
If a call rings the same hunt group multiple times, when viewed on a report which groups by hunt groups it will only appear as a single call with the combined call data (call durations and times) aggregated.
Although is it possible to configure the telephone system in this way, it is not good programming because callers will lose their place in the queue to new calls ringing at the hunt group and will end up waiting longer to be answered which completely defeats the point of the recall.