Viewing the Call Report

Need to access real-time call metrics and call details?

Gain powerful insights into the communication activities of your staff members and visitors with CINNOX's Call Report. Track and analyze all incoming and outgoing on-net and off-net calls, leveraging comprehensive analytics and metrics for a holistic view of call performance within your CINNOX service. Access the Call Report effortlessly by navigating to Reports > Call Report from the menu, unlocking valuable data to optimize your communication strategies. Discover the power of CINNOX's comprehensive call report today.


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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 number of all call attempts made during the specified period. This includes both on-net and off-net calls initiated by both visitors and staff.
  • E.g., The total call attempts data in the screenshot is 3,657 for the last 30 days.

Total Answered Calls
The Total Answered Calls panel shows the total number of calls handled by staff members and the system within a given period.

  • This includes:
    • Call ended: Completed, connected, or dropped calls.
    • Abandoned calls: Instances where the caller hung up while on hold, navigating the IVR system, or leaving a voicemail.
    • Last transferred call before the call ended.
    • See the Call Status (Metrics) for more details.
  • E.g., The total number of answered calls in the screenshot is 2,464 for the last 30 days.

Answer Seize Ratio (ASR)

  • ASR is the percentage of successfully answered calls to the number of attempted calls.
  • Calculation:
    ASR % = (total number of answered calls / total number of call attempts) × 100.
  • E.g., The ASR data in the screenshots is 67.4% (round up to the nearest tenths) for the last 30 days.
Answered Call Analytics

Answered Call Analytics

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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 cumulative duration of all connected calls in minutes for incoming and outgoing calls within a given period.
  • E.g., The total call duration data in the screenshot is 10,840 minutes for the last 30 days.

Total Connected Calls
The Total Connected Calls block panel displays the total connected calls made for a given period.

  • This includes:
    • Call ended: Completed, connected, or dropped calls.
    • Abandoned calls: Instances where the caller hung up while on hold, navigating the IVR system, or leaving a voicemail.
    • All transferred calls (warm and blind transfers).
  • E.g., The total connected call data in the screenshot is 2,746 for the last 30 days.

Average Call Duration (ACD)

  • ACD is the average length of connected calls made.

  • Calculation
    ACD = total call duration / total successful calls.

  • E.g., The average call duration data in the screenshot is 3.9 minutes for the last 30 days.

Call Duration Analytics

Call Duration Analytics

 

Report Details

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

Call Attributes

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

AttributesDefinition
Call TypeWhether a call is an off-net or on-net.
Sub-Call TypeWhether a call is an audio or video.
CallerThe party who initiated the call to visitor/external contact identifier, staff name, and phone number.
ReceiverThe called party received the call from the visitor/external contact identifier, staff name, or phone number.
Date & TimeThe date and time of the call.
Billing DurationThe time the call lasted for billing in minutes. For example, if the call duration is 100 seconds, the billing duration becomes 2 mins.
StatusConsist of call status and call bye reason.
Ended ByThe 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.
AttachmentIt 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 statuses and whether the call status is part of the ASR.

Call StatusDefinitionASR & Connected Call included?
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).
Yes
DeclinedThe receiver rejected the call.No
BusyThe receiver is unable to accept another call.No
Not Answered / No AnswerThe receiver did not respond and timed out.No
CancelledThe ongoing call hung up before the receiver picked up.No
AbandonedCall 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).
Yes
UnreachableThe 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.
No
Call FailedIn general, the call failed because of call service and network-related issues.No
Call Detail Report

Call Detail Report

 

Call Recording

Voice Call Recording

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

Listen or download a voice call recording

Listen or download a voice call recording

 

Video Call Recording

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

View or download the video call recording

View or download the 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

Play to listen or download Voicemail

Listen to or download Voicemail

 

Call Transfer

There will be an arrow for calls with the warm or blind transfer :arrow-down: 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
Warm Transfer Breakdown

Warm Transfer Breakdown

 

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
Blind Transfer Breakdown

Blind Transfer Breakdown

 

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.

1092

IVR to IVR

1184

IVR to Staff

 

Search and Filters

You can filter the Call Detailed Report by the following:

Filter NameDescription
CallerSearch by Caller Name.
ReceiverSearch by Receiver Name.
Date & TimeSelect 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 TypeSelect call type - On-net, Off-net, or Smart Calling.
Default to All Call Types.
Call StatusSelect call status - refer to the Call Status Table for details.
Default to all Call Statuses.
Staff RoleSelect Staff Role - Admin, Supervisor, Agent, or Custom Role.
Default to All Staff Roles.
Staff TeamSelect the Staff Team created in your Organisation.
Default to All Staff Teams.
AttachmentSelect 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.
Call Report Detail

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 format per recording.
1030

 

Call Report Details

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

Header NameDescription
Call Date & TimeThe start date and time of the call. The value must be in RFC3339 format, e.g. 2022-11-07T00:00:00.000Z.
Caller NameThe caller's name.
Caller CountryThe 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 EIDThe caller's staff ID.
Caller RoleThe caller's role.
Caller DepartmentThe caller's department
Caller NumberFor an inbound call, it is a visitor's number, while for an outbound call, it is an agent's number.
Intermediary NumberThe number was dialled to the call receiver.
Intermediary Number CountryThe registered country of the intermediary number.
Intermediary Number TypeThe 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 NameThe name of the call receiver (Called party).
Receiver CountryThe 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 EIDThe EID of the call receiver (Called party).
Receiver RoleThe role of the call receiver (Called party).
Receiver DepartmentThe department of the call receiver (Called party).
Receiver NumberFor an inbound call, it is the call's number used for an agent to receive the call, while for an outbound call, it is the call's number used for the visitor to receive the call.
Call TypeIt is "offnet" if the call type is off-net, while it is "onnet" if it is on-net.
Sub-Call TypeIt is "audio" if the sub-call type is an audio call, while it can be "video" if it is a video call.
Billing DurationThe 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.
StatusThe 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 CodeIt shows the reason behind the call disconnection. Please refer to the Last Response Code & Bye Reason section for details.
Bye ReasonIt shows the reason behind the call disconnection. Please refer to the Last Response Code & Bye Reason section for details.
Ended byThe 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 IDThe call's ID.