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 Call Success Analytics and Call Duration Analytic 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.

Call Success 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.
In the 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 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 (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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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.
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 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.

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, 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
Call Duration	How long the call lasted in minutes
Call 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 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: - Caller hung up while in the IVR menu - 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 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 minutes 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 minutes 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 can be customised with 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 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 Call with attachment, such as: - With Attachment (both Recording and Voicemail) - With Recording - With Voicemail - No Attachment Default to Call with 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:

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.

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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.