3. Reports are typically displayed in columns with the ability to sort the data using the up/down arrows on that particular column.

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1 Reports Guide 1. Any of the reports generated below can be exported as one of the following file types: CSV: Comma Separated Value; this is the most common spreadsheet file type and can be opened in almost any spreadsheet program such as Microsoft Excel, Crystal Reports, etc. XML: Extensible Markup Language; a flexible text format for creating structured computer documents. 2. Any of the reports that are generated will open up a separate browser window, allowing the ability to view multiple report results simultaneously. 3. Reports are typically displayed in columns with the ability to sort the data using the up/down arrows on that particular column. 4. The end of this document has a table of definitions for the report words and codes. 5. The System Administrator can access all reports. The Extension Incoming Call Report Extension Outbound Call Report and the Conference Log can be accessed by regular extension owners.

2 Extension Incoming Call Report This report can help you gauge the productivity of extension owners by showing how many calls they took for a certain time period as well as the call duration and whether the call connected, went to voic , or was abandoned. NOTE: This report can be viewed by regular extension owners. 3. Select the Extension for which to run the report 4. Press Send to generate the report (this will open another browser window) 5. Press Back to return to reports page Query Range: Date range specified Extension: Extension for which the report was generated Total calls: Number of calls that came into the extension for the specified date range Connected: Number of calls that were answered by the extension for the specified date range Voic Calls that were sent to voic ; the caller or extension owner could have initiated this Voic Abandoned: Caller went to voic but hung up before leaving a message Abandoned: Calls that were rejected by the extension owner or never answered and caller hung up Hang-up time: Shows the time that caller and extension owner finished the call and hung up Duration: Shows how long the call lasted Caller ID: Shows the Caller ID of the caller dialing into the extension Origin: Shows where the call originated from in the system Inbound: Shows the VirtualPBX number the caller dialed into originally Result: Shows what happened to the call once it went to the extension Session ID: Clickable link opening up a separate browser window showing total path of the entire call

3 Extension Call Summary Report This report will give a basic overview of how many calls were taken by each extension, how many of those calls connected, were abandoned, went to voic , or were abandoned at voic . 3. Press Send to generate the report (this will open another browser window) 4. Press Back to return to reports page ID Column: Extension number in the system Name: Extension name Total calls: Number of calls that came into the extension for the specified date range Connected: Number of calls that were answered by the extension for the specified date range Voic Calls that were sent to voic ; the caller or extension owner could have initiated this Voic Abandoned: Caller went to voic but hung up before leaving a message Abandoned: Calls that were rejected by the extension owner or never answered and caller hung up

4 Call Arrival Pattern Report This report is great for call centers that want to make sure they have the proper queue coverage during certain times of the day, showing peaks and valleys in call traffic. 3. Select the Time Increment (15 min, 30 min, or 1 hour.) 4. Select the Queue(s) desired, or select all 5. Select the VirtualPBX Number or select all 6. Press Send to generate the report (this will open another browser window) 7. Press Back to return to reports page Date: The date(s) for the queue(s) selected Time: Time of the day; broken down in 15min, 30min, or 1 hour blocks; tied to system time zone setting Avg: The average calls within the time block chosen Total: Total amount of calls for each day, adds them together, then averages over report date range NOTE: This report can be exported to a bar chart for easier reading

5 Queue Call Summary Report Shows call traffic to each queue, including overall number of calls, average hold time, percentage of calls handled or sent to voic . It gives a good snapshot of how the ACD Queues and the agents in those queues are performing. 3. Select a specific Hour range or whole day 4. Select the Queue(s) desired, or select all 5. Select the VirtualPBX Number or select all 6. Press Send to generate the report (this will open another browser window) Queue: The queue selected for the report Day: The report date for the queue selected Offered: The amount of calls offered to that queue for the report date range Handled: The amount of calls answered for that queue for the report date range Abandoned: The amount of calls not answered or the caller hung up before call was allocated to an extension Voic Calls that went to the voic for that queue Avg hold time: Averages the hold time of all callers in the queue for the report date range % Handled: Percentage of calls answered for the report date range % Abandoned: Percentage of calls not answered or caller hung up before call was allocated to an extension % Voic Percentage of calls that went to for the report date range Sub Totals: Totals for each queue based on date range specified Totals: Totals of each column for every queue and date specified NOTE: This report can be exported to a pie chart for easier reading

6 Multi-system Queue Summary Report This report is only for those customers that have multiple VirtualPBX systems under one VirtualPBX account. It gathers information from all queues across the multiple systems. 3. Select a specific Hour range or whole day 4. Select the Queue(s) desired, or select all 5. Select the VirtualPBX Number or select all 6. Press Send to generate the report (this will open another browser window) NOTE: You can filter the results by checking the box Include calls when no extensions are logged into queue IP: The unique 4-digit number associated with individual VirtualPBX systems Day: The report date for the queue selected Offered: The amount of calls offered to that queue for the report date range Handled: The amount of calls answered for that queue for the report date range Abandoned: The amount of calls not answered or the caller hung up before call was allocated to an extension Voic Calls that went to the voic for that queue Avg hold time: Averages the hold time of all callers in the queue for the report date range % Handled: Percentage of calls answered for the report date range % Abandoned: Percentage of calls not answered or caller hung up before call was allocated to an extension % Voic Percentage of calls that went to for the report date range Sub Totals: Totals for each queue based on date range specified Totals: Totals of each column for every queue and date specified NOTE: This report can be exported to a pie chart for easier reading

7 Extension Outbound Call Report This report will help keep track of outbound calls performed by each extension. This is a great report if extension owners use VoIP phones or the Virtual Calling Card feature to make customer call backs to report who they called, and how long they spoke to the person. NOTE: This report can be viewed by regular extension owners. 3. Select the Extension for which to run the report 4. Select the VirtualPBX Number or select all 5. Press Send to generate the report (this will open another browser window) 6. Press Back to return to reports page End of Call: Date and time call occurred Call to: Phone number the extension owner placed the call to Call from: SIP URI of VoIP phone or VirtualPBX phone number the extension owner used to dial into the service Duration: The total length of the call Session ID: This report can be exported to a bar chart for easier reading

8 Agent Call Report Used to get a good view of each extension owner s total time logged into an ACD Queue, this report also generates their average time on a call, the longest time spent on a call, as well as how fast calls were answered. 3. Select the Queue desired 4. Select the Extension(s) for which to run the report 5. Select the VirtualPBX Number or select all 6. Press Send to generate the report (this will open another browser window) 7. Press Back to return to reports page Agent: The extension owners selected for the report Day: The days of the date range (if report was generated for multiple days) Logged: Total time logged in the queue for that day In-bound Calls: Total inbound calls to that extension owner for that day Talk Time Average: Total talk time (see below) divided by the number of In-bound calls Talk Time Max: The longest call for that extension owner for that day Talk Time Total: Total amount of time the agent was on the phone with inbound callers Answer Speed Average: Average time it took for the extension owner to answer the phone and press # NOTE: Total inbound calls to that extension owner for that day

9 Abandoned Call Report This report will help identify how many and which calls were abandoned for specific ACD Queues. Take special note of the call duration; if it s too high, then the caller either held for too long in the ACD Queue, the extension owners were not answering fast enough, or there were not enough agents in the queue for the amount of callers. 3. Select the VirtualPBX Number or select all 4. Select the Queue desired 5. Select how many Records to show per page 6. Press Send to generate the report (this will open another browser window) 7. Press Back to return to reports page Date: Date of the call DNIS: VirtualPBX phone number caller dialed Queue: The ACD Queue the caller selected Action: The results of what happened to the call once routed Extension: The extension to which the call was allocated once caller was inserted into the ACD Queue Total Time: Length of call starting when caller first called in Session ID: Clickable link opening up a separate browser window showing total path of the entire call

10 Conferencing Log This reports shows each conference call that took place, which extensions they took place on, the duration of the conference, and how many callers participated in the conference call. NOTE: This report can be viewed by regular extension owners 3. Select the Extension(s) for which to run the report 4. Select how many Records to show per page 5. Press Send to generate the report (this will open another browser window) 6. Press Back to return to reports page Date: Date of the conference call Extension: The extension that hosted the conference call Pin Type: Delineates between moderator and participants Caller ID: Caller ID of moderator as well as participants Action: Shows whether they entered or exited the conference Session ID: Clickable link opening up a separate browser window showing total path of the entire call

11 Caller Holding Queue Log This report shows the different legs of a call while a customer was holding for the next available agent. It will show the queue in which the caller was holding and what happened once they were inserted into that queue. NOTE: The same caller ID might be displayed in the log multiple times. This happens because each time the call is inserted into the queue and trys to route to each agent it logs another leg of the call. However, the call session ID will remain the same for multiple legs of the same call. 3. Select the Queue desired 4. Select how many Records to show per page 5. Press Send to generate the report (this will open another browser window) 6. Press Back to return to reports page Date: Date of the call Queue: The ACD Queue the caller selected Action: Shows the steps performed once the caller entered into the ACD Queue Result: The result of the call once it was inserted into the queue Caller ID: The caller ID of the inbound caller Session ID: Clickable link opening up a separate browser window showing total path of the entire call

12 AutoRoute Log AutoRoute is a feature that automatically routes a caller within the VirtualPBX system based on their caller ID. Multiple route actions can occur. This report documents callers affected by AutoRoute filters during a certain period. 3. Select how many Records to show per page 4. Press Send to generate the report (this will open another browser window) 5. Press Back to return to reports page Date: Date of the call Route: Shows the end destination of where the caller ended up (eg. Extension, queue, or blocked) In ANI: Caller ID of the inbound caller DNIS: VirtualPBX phone number caller dialed into Caller ID: The caller ID of the inbound caller Action: Number identification of which AutoRoute action was used for this inbound call (for VirtualPBX use only) Action Description: Description of the action that occurred with this AutoRoute entry Error: Shows number of errors on this call, if any Error Description: Shows description of errors on this call, if any Session ID: Clickable link opening up a separate browser window showing total path of the entire call

13 Call Detail Log This report shows the total of all calls that came into the system for a particular date range, as well as the paths the calls followed to reach their destination. It can be sorted by each column for data analysis. 3. Select how many Records to show per page 4. Press Send to generate the report (this will open another browser window) 5. Press Back to return to reports page Hang-up time: Shows the time that caller and extension owner finished the call and hung up DNIS: VirtualPBX phone number caller dialed into Code: Result of the call (eg. Voic , fax, login over the phone, etc.) Queue: The queue the caller selected (in VirtualPBX language, Auto-Attendant is also a queue ) In EID: Shows extension number that was used to log into the phone system over the phone (if applicable) Source: Tells you what type of phone the caller dialed in from (e.g.: cell phone, POTS line, etc) In ANI: Caller ID of the inbound caller Out EID: Extension the call was allocated to Out ANI: The phone number that VirtualPBX dialed to connect to the extension owner Duration: The total length of the call (this report will show multiple legs of a call; for total call time, look at the longest duration time for the call session ID) Price: The cost of that particular call (a price will only show if this call fell outside of the normal VirtualPBX plan) Block ID:The VirtualPBX code for the pricing block used in Price (VirtualPBX use only) Session ID: Clickable link opening up a separate browser window showing total path of the entire call

14 Extension Queue Log Great report for measuring call volume to a certain extension owner on a particular day as well as measuring the extension owner themselves. The report shows every time the extension owner logged into the system or a particular ACD Queue, the status of that extension through the given time period (on a call, wrap-up time, etc.), as well as how many times they marked themselves unavailable and for how long. 3. Select the Extension(s) for which to run the report 4. Select the Queue desired 5. Select how many Records to show per page 6. Press Send to generate the report (this will open another browser window) 7. Press Back to return to reports page Date: Date of the call or action Queue: The queue the caller selected (in VirtualPBX language, Auto-Attendant is also a queue ) Extension ID: Extension the call was allocated to Action: Shows the status of the Extension in the previous column Result: Shows the final result of the routed call Session ID: Clickable link opening up a separate browser window showing total path of the entire call

15 Login Log This is a basic login/logout report, showing when an extension owner logged in or logged out of the system. For more detail as it pertains to ACD Queues, please use the Extension Queue Log. NOTE: There are times when the system will sense that an extension owner was logged in previously (via the web), didn t log out (just closed the web page), then tried to log in again. This will result in a error code, but does not cause a problem. The system will see the extension is already logged in, will log the extension out and then right back in again. This is transparent to the extension owner. 3. Select how many Records to show per page 4. Press Send to generate the report (this will open another browser window) 5. Press Back to return to reports page Date: Date of the call or action Extension ID: Extension the call was allocated to Action: Shows whether they are logging in or logging out Error: Shows an error code if error occurred; if no error, it will show 0 (VirtualPBX use only) Error Description: Explains errors (if any) or will say Success Session ID: Clickable link opening up a separate browser window showing total path of the entire call

16 Multi-System Select Route Mapping Log This is a very specific report for a specific feature; please contact VirtualPBX for more information on this report Select Route Mapping Log This is a very specific report for a specific feature; please contact VirtualPBX for more information on this report Voic Log Shows complete list of voic s and faxes received within a given period. 3. Select how many Records to show per page 4. Press Send to generate the report (this will open another browser window) 5. Press Back to return to reports page Date: Date of the call Message ID: Unique ID that corresponds to the added, deleted, or expired voic /fax Extension ID: The extension in which the voic /fax was received Action: Tells what state the voic /fax is in Class: Explains what kind of message it is and what happened to it Error: Shows an error code if error occurred; if no error, it will show 0 (VirtualPBX use only) Error Description: Explains errors (if any) or will say Success Session ID: Clickable link opening up a separate browser window showing total path of the entire call

17 Common Column Headings (in order across report from left to right) Record Hang-up DNIS Extension Origin Queue ANI EID In ANI Out EID Out ANI Duration Price Block ID Session ID Unique row number in each printed report Date (MM-DD-YYYY) and time (HH:MM:SS) the call ended Dialed Number Identification Service (the VirtualPBX phone number the call arrived through) Extension for which the report was generated Shows where the call originated in the system The queue selected by the caller (in VirtualPBX language, Auto-Attendant is also a queue ) Automatic Number Identification; a subset of the caller ID definition used by telephone companies Extension ID, the extension number of the extension owner Originating caller s phone number ID of the extension that the caller transferred to Phone number used to connect to an extension, outbound long distance number, fax, or numeric page Duration of the particular leg of the call, in HH:MM:SS format Total cost of the particular leg of the call, if non Block ID call (see Block ID) Unique ID associated with your VirtualPBX call plan (price per minute) Clickable link opening up a separate browser window showing the total path of a call Common Code Definitions Callback CbCPA ExtCPA Extension FMail Fxmit Moderator Out Dial Callback to extension Callback Call Progress Analysis (Callback function used, but extension owner didn t successfully login) Extension Call Progress Analysis (phone answered at extension contact number, but the VirtualPBX system never received a #, *, or 1 during the Call Preview Detail) Connected outbound call to an extension Caller transmitted fax to an extension mailbox, paired with fax message ID code Extension owner transmitted fax to fax machine for viewing Extension owner entered into conference as Moderator Extension owner performed outbound long distance dialing (Virtual Calling Card)

18 Common Code Definitions (continued) Out Term Pager Participant VPBX VmCall Voice VMail Any outbound call to extension owner terminated by an inbound caller hanging up Outbound call to numeric pager Caller entered into conference as a Participant VirtualPBX outbound call Automatic callback from within voic Standard voice call termination Caller left voice message for extension owner; linked with voice message ID code if voice message left Common Source Definitions Cell Local Cell N/A Cell Roam Coin Hotel Hotel Room No ANI Party PBX POTS Prison Pvt Coin TIE CO Call from local cell phone Call from cell phone, originating phone number not available Call from roaming cell phone Pay phone Hotel room without room identification Hotel room with room identification Local call with Caller ID blocked Party line Private PBX without extension identification Plain Old Telephone Service; i.e. analog residential or business phone Call from prison Private pay phone Non-conforming CO, Type 1 cellular PBX trunk, or Centrex TIE lines