Vaspian Call Reporting & LiveBoards

Vaspian’s Call Reporting and Wallboard services provides powerful, real-time reporting capabilities that allow complex data to be searched quickly and interpreted in simple-to-understand graphs and interfaces.

  • Call reporting allows you to search historical calls in real time.
  • Wallboard is used to give a bird’s eye view of what is happening now, as well as what has happened over a particular time interval (1 hour, 4 hours, 8 hours, etc.).

Read more about both services, as well as the display groups used within them below.

Call Reports

call-reports

  • Real-time reporting provides a historical view of call data.
  • Pre-defined reports provide quick access to top callers, top answers, busiest users, busiest hour, busiest day and missed calls.
  • Build display groups to easily allow for reporting of any group of users (i.e. department, team, call group or queue).
  • ‘Custom Reports’ allow you to search custom date ranges and customize the data you see.
  • ‘Call Info’ button provides a visual representation of each call and its segments from cradle to grave.
Understanding Call Reporting Options

understanding call reporting

  • Custom Reports: Search custom date ranges, report types, group by hour or day, and filter by display group.
  • Today's Calls: Call list including time, direction, calling number, dialed number, ring time, call time, answering party, class of service, site name and "Call Information' button (provides visual representation of each call and segments).
  • Today's Top Callers: Bar graph of outbound activity for all extensions. Tabbed view by call count or call duration.
  • Today's Top Users: Bar graph of inbound activity for all extensions. Tabbed view by call count or call duration.
  • Today's Top Answers: Bar graph of inbound activity for all phone numbers. Tabbed view by call count or call duration.
  • Today's Missed Calls: View unanswered calls by hour (calls that ring and go unanswered).
  • Today's Busiest Hour: Bar graph of all calls by hour. Tabbed view by call count or call duration.
  • Week's Busiest Day: Bar graph of all calls for the week broken out by day. Tabbed view by call count or call duration.
Viewing the Calls List or Today's Calls Report

These reports provide a complete listing of calls including: time, direction, calling number, dialed number, ring time, call time, answering party, class of service, site name and call information button.

  • Reports can be searched predicatively by any filter listed in the call records search filter. Multiple filters can be used to narrow down your search.
  • The 'Search Box' located on the right hand side of the orange bar allows you to search all data fields.
  • Column headers are sortable in ascending or descending order.

Viewing the Calls List or Today’s Calls Reports

Call Segmentation

call info button

Click the 'Call Info' icon on the right hand side of a call record for a visual representation of each call detailing each of the call segments.

call info button

Call Info Button: Provides call segment in detail.

In the above example, a call hit the Vaspian main auto attendant for 12 seconds, where the caller chose the 'Support' option in which it rang for an additional 7 seconds before being answered by extension 117. The caller spoke with extension 117 for 4 minutes and 43 seconds.

Top Users Report

The 'Top Users' report can be used to show extesion call data. Hover over bars on the graph to see associated data.

Use the tabs at the top of the report to view:

  • Call Counts: Number of calls by extensions.
  • Talk Times: Total Talk times by extensions.
  • Call Data: View and export actual data.

Top Users Report

Click the Inbound/Outbound series labels in the graph legend to show/hide more graphing data.

  • Inbound: Blue
  • Outbound: Green
Busiest Hour Report

The 'Busiest Hour' report is an extremely useful report for staffing or for viewing call data on a per-hour basis.

Use the tabs at the top of the report to view:

  • Call Counts: Number of calls by extension.
  • Talk Times: Total talk times by extension.
  • Call Data: View and export actual data.

Busiest Hour


Wallboards

wallboard
  • Provides a Visual Wallboard with real time call center metrics.  Wallboard updates automatically without refreshing.
  • Wallboard is often used to output call or employee statistics to a public viewed television or flat panel TV.
  • Operates from any Computer with an Internet connection
  • Build Display Groups to easily allow for reporting of any group of users such as a department, team, call group or queue.

Display Groups

Build display groups to easily allow for reporting of any group of users such as a department, team, call group or queue.

  • Once a display group is built, report types and wallboards can be customized to only show data for members or elements contained within that display group.