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

Go to Reports > Call Report from the navigation menu to view the Call Report.

Overview

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

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

Answered Call Analytics

The following metrics are displayed in individual block panels arranged in rows 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.
The total call attempts data in the screenshot is 3,849 for the last 30 days.

Total Answered Calls
The Total Answered Calls block panel displays the total answered calls for a given period. The answered call includes call ended and abandoned calls established and answered by the staff and the system. See the Call Status (Metrics) for more details.
The total answered call data in the screenshot is 3,731 for the last 30 days.

Answer Seize Ratio (ASR)
ASR is the percentage of successfully answered calls to the number of attempted calls.

Formula:
ASR % = (total number of answered calls / total number of call attempts) × 100.
The ASR data in the screenshots is 96.9% for the last 30 days.

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To print the Call Report - Overview graphs and data, click the printer icon located at the top middle of the page.

Call Duration Analytics

The following metrics are displayed in individual block panels arranged in rows 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.
The total call duration data in the screenshot is 11,306 minutes for the last 30 days.

Total Successful Calls
The Total Successful Calls block panel displays the total successful calls made for a given period.
The total call attempts data in the screenshot is 3,731 for the last 30 days.

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.
The average call duration data in the screenshot is 3 minutes (round up to the nearest minute) for the last 30 days.

Report Details

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 a call is an off-net or on-net.
Sub-Call Type	Whether a call is an audio or video.
Caller	The party who initiated the call to visitor/external contact identifier, staff name, and phone number.
Receiver	The called party received the call from the visitor/external contact identifier, staff name, or phone number.
Date & Time	The date and time of the call.
Billing Duration	The time the call lasted for billing in minutes. For example, if the call duration is 100 seconds, the billing duration becomes 2 mins.
Status	Consist of call status and call bye reason.
Ended By	The party ends the call. If the call is ended by - Call System will show "ACD" (Advanced Call Distribution) or "IVR" (Interactive Voice Response), - Visitor: it will show the visitor's name or - Agent, it will show the agent's name.
Attachment	It consists of voice call recording, video call recording, voicemail files and audio transcripts.

Call Status 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/receiver) - Call connected and dropped (e.g., network issue, service congestion, unspecified error).
Declined	The receiver rejected the call.
Busy	The receiver is unable to accept another call.
Not Answered / No Answer	The receiver did not respond and timed out.
Cancelled	The ongoing call hung up before the receiver picked up.
Abandoned	Call established to the receiver, however: - The caller hung up while in the IVR menu - The caller hung up while on Voicemail - The caller hung up while on hold with a staff member (i.e., during call transfer).
Unreachable	The caller cannot reach the receiver due to the following: - Receiver's device is turned off - Receiver has no data connection - Receiver was out of coverage area - Service is temporarily congested.
Call Failed	In general, the call failed because of call service and network-related issues.

Call Recording

Voice Call Recording

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

Video Call Recording

Please view or download the video recording file for a local copy.

Voicemail

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

Call Transfer

There will be an arrow for calls with the warm or blind transfer indicator located at the table's left side before the Call Type column.

Warm Transfer Breakdown Illustration:

Summary:
Jon is the caller, while Jane is the last receiver with a 3-minute call duration.

Breakdown:

15:36:21 Jon made the call and was picked up by Jodi
15:37:08 Jodi made a warm transfer to Jane
15:37:21 Jodi confirmed the transfer and left the call; Jon and Jane continued the call

Blind Transfer Illustration:

Summary:
HK-webDesktop-228 is the caller, while Elona is the last receiver with a 2-minute call duration.

Breakdown:

12:36:54 HK-webDesktop-228 made the call and was picked up by Ninna
12:37:02 Ninna made a blind transfer to Elona
12:37:02 HK-webDesktop-228 and Elona continue the call

Enquiry with IVR

Different call scenarios exist 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.

Search and Filters

You can filter the Call Detailed Report by the following:

Filter Name	Description
Caller	Search by Caller Name.
Receiver	Search by Receiver Name.
Date & Time	Select by date which is "Today", "Yesterday", "Last 7 Days", "Last 30 Days" or "Last 90 Days". "Custom" is also selectable for customised date and time. Default to Last 7 Days.
Call Type	Select call type - On-net, Off-net, or Smart Calling. Default to All Call Types.
Call Status	Select call status - refer to the Call Status Table for details. Default to all Call Statuses.
Staff Role	Select Staff Role - Admin, Supervisor, Agent, or Custom Role. Default to All Staff Roles.
Staff Team	Select the Staff Team created in your Organisation. Default to All Staff Teams.
Attachment	Select a call with: - All Attachments (both Recording and Voicemail) - With Recording - With Voicemail or - No Attachment Default to All Attachments.

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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 for downloading files:

A. Download Report Details - This option is to download all call records in an Excel (XLS) file format.
B. Download 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.

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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.

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 format per recording.

Call Report Details

This section lists and defines all headers in the downloaded call report details.

Header Name	Description
Call Date & Time	The start date and time of the call. The value must be in RFC3339 format, e.g. 2022-11-07T00:00:00.000Z.
Caller Name	The caller's name.
Caller Country	The caller's country. The result is shown in the following format: (Country represented by Two-letter country code based on ISO 3166-2) Example: VE =Venezuela. (As the Call Country replaced the Caller IP, the caller's IP addresses may still be recorded in the Caller's Country column.)
Caller EID	The caller's staff ID.
Caller Role	The caller's role.
Caller Department	The caller's department
Caller Number	For an inbound call, it is a visitor's number, while for an outbound call, it is an agent's number.
Intermediary Number	The number was dialed to the call receiver.
Intermediary Number Country	The registered country of the intermediary number.
Intermediary Number Type	The type of the intermediary number. It can be - Virtual Number Type Name: Toll-free (TF) or Local number (DID), - Service Number, or - Personal Number
Receiver Name	The name of the call receiver (Called party).
Receiver Country	The IP address or the country of the call receiver (Called party). For the country, the result is shown in the following format: (Country represented by Two-letter country code based on ISO 3166-2) Example: VE =Venezuela.
Receiver EID	The EID of the call receiver (Called party).
Receiver Role	The role of the call receiver (Called party).
Receiver Department	The department of the call receiver (Called party).
Receiver Number	For an inbound call, it is the call's number used for agent to receive the call, while for an outbound call, it is the call's number used for visitor to receive the call.
Call Type	It is "offnet" if the call type is off-net, while it is "onnet" if it is on-net.
Sub-Call Type	It is "audio" if the sub-call type is an audio call, while it can be "video" if it is a video call.
Billing Duration	The time the call lasted for billing was minutes. For example, if the call duration is 100 seconds, the billing duration becomes 2 mins.
Call Duration (Sec)	The time the call lasted in seconds.
Status	The status of the call. It can be - Call Ended, - Declined, - Busy, - Not Answered, - Cancelled, - Abandoned, - Unreachable, or, - Call Failed Please refer to the Call Status Metrics section for details.
Last Response Code	It shows the reason behind the call disconnection. For details, please refer to the Last Response Code & Bye Reason section.
Bye Reason	It shows the reason behind the call disconnection. For details, please refer to the Last Response Code & Bye Reason section.
Ended by	The party ended the call. It can be - Caller's ID, if a caller ended the call, - Called Party's ID, if the called party ended the call or - IVR's ID, if the IVR ended the call, while it can be the ID of ACD (Advanced Call Distribution) if the ACD ended the call.
Call ID	The call's ID.