Viewing the Call Report

Call Report lets you view all incoming and outgoing on-net and off-net calls of staff members and visitors in your CINNOX service. You will see analytics and metrics ideal for a quick view of all calls made and received according to the chosen period.

To view the Call Report, from the navigation menu, go to Reports > Call Report.

 

Overview

The Overview section consists of Call Success Analytics and Call Duration Analytic with filters, such as:

  • Date Range: the time period selection can be from today or custom date, default to Last 7 Days
  • Call Type: this can be on-net, off-net or smart calling calls, default to all
  • Staff Name: list of all staff member names in your service

Call Success Analytics

The following metrics are displayed in individual block panels arranged in a row and an interactive bar and line chart.

Total Call Attempts
The Total Call Attempts block panel displays the total call attempts made for a given period.
In the referenced screenshot, the total call attempts data is 619 for one day.

Total Successful Calls
The Total Successful Calls block panel displays the total successful call made for a given period.
In the referenced screenshot, the total call attempts data is 612 for one day.

Answer Seize Ratio (ASR)
ASR is the percentage of successfully connected calls to the number of attempted calls (it is also called the call completion rate).

Formula:
ASR % = (total number of answered calls / total number of calls) × 100.
In the referenced screenshot, the ASR data is 99% for one day.

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Call Success Analytics

 

Call Duration Analytics

The following metrics are displayed in individual block panels arranged in a row and an interactive bar and line chart.

Total Call Duration
The Total Call Duration block panel displays the total call attempts made for a given period.
In the referenced screenshot, the total call duration data is 318 for one day.

Total Successful Calls
The Total Successful Calls block panel displays the total successful call made for a given period.
In the referenced screenshot, the total call attempts data is 612 for one day.

Average Call Duration (ACD)
ACD is a quality metric used by telephony providers. It is the average length of an answered call made over the network.

Formula:
ACD = total call duration / total successful calls.
In the referenced screenshot, the average call duration data is 1 min (round up to the nearest one) for one day.

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Call Duration Analytics

 

Detail Report

CINNOX Call Detail Report provides real-time call metrics and attributes based on your calls. It supplies all the necessary details you want to know about each call record.

Call Attributes

This section lists and defines all the CINNOX call attributes available.

Attributes

Definition

Call Type

Whether off-net or on-net call

Sub-Call Type

Whether audio or video call

Caller

The party who initiated the call to visitor/external contact identifier, staff name, phone number

Receiver

The called party who received the call from the visitor/external contact identifier, staff name, or phone number

Date/Time

The date and time of the call

Duration

How long the call lasted in minutes

Status

Consist of call status and call bye reason

Call Ended By

Who hung up the call (caller or receiver)

Attachment

Consist of voice call recording, video call recording, or voicemail files and audio transcript

 

Call Metrics

This section lists and defines all the CINNOX call status metrics available.

Metrics

Definition

Call Ended

  • Call connected and completed (e.g., normal clearing - ended by caller/called party)

  • Call connected and dropped (e.g., network issue, service congestion, unspecified error)

Declined

Called party rejected the call

Busy

Called party is unable to accept another call

Not Answered / No Answer

Called party did not respond and timed out

Cancelled

Ongoing call hung up before called party picks up

Abandoned

Call established to the called party, however:

  • Caller hung up while in the IVR menu
  • Caller hung up while in Voicemail
  • Caller hung up while on hold with a staff member (i.e., during call transfer)

Unreachable

The caller cannot reach the called party due to the following:

  • Called party's device is turned off
  • Called party has no data connection
  • Called party was out of coverage area
  • Service temporarily congested

Call Failed

In general, the call failed because of call service and network-related issues.

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Call Detail Report

 

Call Recording

Voice Call Recording

View the voice recording file or download it to have a local copy.

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Listen or download voice call recording

 

Video Call Recording

View the video recording file or download it to have a local copy.

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View or download video call recording

 

Voicemail

The voice message left by the customer or visitor that can play to listen or download to have a local copy

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Play to listen or download Voicemail

 

Call Transfer

There will be an arrow for calls with the warm or blind transfer :arrow-backward: indicator located at the table's right side after the attachment column.

Warm Transfer Breakdown Illustration:

Summary:
Jon is the caller while Lucy is the last called party with a 2 minutes call duration.

Breakdown:

  • 15:36:21 Jon made the call and picked up by Jodi
  • 15:37:08 Jodi made a warm transfer to Lucy
  • 15:37:21 Jodi confirmed the transfer and left the call, Jon and Lucy continue the call
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Warm Transfer Breakdown

 

Blind Transfer Illustration:

Summary:
Visitor HK-web-228 is the caller, while Lucy is the last called party with a minute call duration.

Breakdown:

  • 14:48:14 HK-web-228 made the call and picked up by Jodi
  • 14:48:22 Jodi made a blind transfer to Lucy
  • 14:48:41 HK-web-228 and Lucy continue the call
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Blind Transfer Breakdown

 

Enquiry with IVR

There are different call scenarios when a customer calls and is routed to the IVR.

Customer > IVR System > Call Ends in the IVR Menu
Customer > IVR System > Routes to Agent A > Call Ends by Agent A or Customer
Customer > IVR System > Routes to Agent A > Caller Transfers to Agent B > Call Ends by Agent B or Customer
Customer > IVR System > Routes to Agent A > Switch to Conference Call > Call Ends in the Conference Call

Each movement made in the IVR up to when the call ends creates a record and logs in the Call Detail and Call Log.

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IVR to IVR

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IVR to Staff

 

Search and Filters
You can filter the Call Detail Report by the following:

  • Caller/Called party
  • Date Period
  • Call Type
  • Call Status
  • Staff Role
  • Team

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Use the Filter to view the call data record according to your desired results.

 

Download Call Details

You can download the Call Report Details in an excel file and the available recorded files as audio files in a zipped folder. There are two options to download files:

ADownload Report Details - This option is to download all call records in an excel (XLS) file format.
BDownload Current Page Recording Files - This option is to download call recording files of the current page in a zip file. Each enquiry will be downloaded in MP3 file format.

📘

The maximum number of records on one page is 25.

To download the files,

  • Login to your CINNOX Dashboard.
  • Go to Reports, then Call Report.
  • Click on the Report Details tab.
  • Click on the download icon at the top of the page.
  • Choose Download Report Details or Download Current Page Chat History Files.
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Call Report Detail

The downloaded Report and the recorded files will be saved in the selected location as an excel and zipped folder.
Unzip the zip folder to exact the content in MP3 file format per recording.

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