Xencall Support

About Reports

Want to see how your system is performing? Learn how to use Reports below.



About Reports


Xencall's Reports enable you to monitor your system productivity metrics, such as Agent and Dialer activity. Most reports can be customized using Filters, and several Reports allow you to export data to review in Excel or other spreadsheet programs.


Quick Tip: If you're new to Xencall, we recommend starting with our most popular reports: Call Logs, Agent Report, Dialer Report and View Office Map.



Navigating to Reports


Reports are available at the bottom of the Dashboard.


Note: Permissions are required to view Reports.



The following Reports are available:




Audit Logs


The Audit Logs Report helps you keep track of changes made to your system, such as Phone Numbers ordered.


Use Filters to see data by Date, User, App/Feature or Type.




Call Logs


The Call Logs Report enables you to review logged calls made by your Agents. Agents can also review their own calls.


Use the Filters (1) to see data by Date, User, Campaign, Lead File, Source (Queue or Playlist), Duration or Type (Inbound or Outbound).  Check the Summary view checkbox (2) to view a summary of your data, or click the Export button (3) to export your data as a CSV file. To monitor call quality, listen to or download Call Recordings (4).




Productivity


The Productivity Report enables you to see a visual overview of how your team is performing.


The colored bars indicate the activity of the User throughout their shift. Red indicates that the User is logged in, blue indicates handling outbound calls, and green indicates active use of Call Results that transfer the Lead into a Queue.


Use the Filters to adjust the Date shown and Sensitivity of the display.




Dialer Report


The Dialer Report enables you to review background dialing activity on the AI Dialer, including the number of calls made by the Dialer and the outcome of those calls. 


This Report uses Report Templates to enable you to customize the data displayed. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.



Use Filters (1) to adjust the Date range displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.




Lead Reports


The Lead Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.



Agent Report


The Agent Report enables you to review Agent activity such as payable hours, talk time and transfer rate. You can use this report to help prepare your payroll.


This Report uses Report Templates to enable you to customize the data displayed. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.




Use Filters (1) to adjust the Date range and Users displayed, the Download CSV button (2) to export a CSV file, and the Templates drop-down menu (3) to switch between Report Templates. Each Column Header (4) contains a drop-down menu to enable you to sort, color remove and rename columns.




Sales Reports


The Sales Reports are currently being redesigned by our Development Team to display information more efficiently. For now, we don't recommend using these Reports. Please contact Technical Support if you have any questions.



Research Calls


The Research Calls Report enables you to look up the origin and history of activity on a phone number within your system.


To start, use the Number Search (1) to look up a number. If you would like to know the carrier and Do Not Call compliance status of the number, click the Look up compliance info from dnc.com button (2).


At the bottom of the page, you'll see your search results presented in 3 tables of data:

  • Leads Status (3) - Information about how and when the number first appeared in your account.
  • Internal DNC Entries (4) - If the number appears on your internal DNC List, you'll see relevant information here.
  • Connection Logs (5) - Review information and recordings for any calls made.




Live Call Report


The Live Call Report enables you to see detailed information about calls currently underway, including both inbound and outbound calls.


Note: As this Report displays live data, we recommend not leaving it open for extended periods of time to avoid slowing down your system.




Recent Calls


The Recent Calls Report enables you to search for information about inbound calls, live transfers and TPV calls made during a specific date range, or for information about a specific number. 


To see calls made during a date range, use the Filters (1). If you adjust the Filters, use the Refresh button (2) to update the results.


To see calls from a specific number, use the Search field (3)



If there is data available for the dates or number specified, you will see search results (1) displayed below. Use the Download CSV button (2) to download a CSV file of the search results, or click on a call (3) in the search results list to display more information.



When reviewing information for a specific call, you can adjust the Log Levels slider (1) to increase or decrease the amount of information shown.


To prevent the number from calling you again, use the Block this number checkbox (2)




View Office Map


View Office Map enables you to monitor Agent status using a Floor Map (1) and manage their calls directly. You can create additional Floor Maps if desired.


Use the Map Tools (2) to add Agent Stations to the map, view Station status, configure Playlists, and preview Lead Profiles for active calls.


Click on an Agent Station (3) to view Station Management Tools.




Create a Floor Map


Floor Maps are located in Folders. To create a new Floor Map, first navigate to your Admin Files Folder and select the Floor Maps Folder.



Next, click the + New icon.



Choose + New Floor Map from the options available.



Enter a name in the Name field (1) and click the Create button (2) to proceed.



You'll now see your new Floor Map available. Open it to add Agent Stations.




Adding Agent Stations to a Floor Map


Using the Agent drop-down menu, select a User to add. Once the Agent Station appears, drag and drop it on to the map in the desired location.




Station Management Tools


To access these Tools, click on an Agent Station on a Floor Map.

  • Remove station (1) - Remove the selected Station from the Map.
  • Manage Extensions (2) - Add or update extensions for the Agent or Station.
  • Call Management (3) - Call the Agent or manage their active call.
  • Session Management (4) - Change the Agent's Availability Mode.
  • Agent Stats (5) - See how the Agent has logged their time.
  • Queue Information (6) - See what Queues the Agent is part of.
  • Current IP (7) - See the current IP Address of the Agent.




Call Management


Using the following options, you can open a management session with your Agent. 

  • Listen (1) - Listen in to the Agent's active call. Neither the Agent nor the other party will be able to hear you, and the Agent will not know they are being monitored. To end this session, open the Dial Pad and click the End Call button.
  • Whisper (2) - Listen in to the Agent's active call. If you speak, the Agent will be able to hear you, but the other party will not. To end this session, open the Dial Pad and click the End Call button.
  • Barge (3) - Join the Agent's active call. If you speak, the Agent and the other party will be able to hear you. To end the call for all parties, click the End Call button.
  • Call (4) - Call the Agent directly.


Note: If Display Monitoring is enabled in your VOIP Settings, the Agent will be able to see that they are being monitored.




Transaction Log


The Transaction Log Report enables you to review financial transactions processed in Xencall using the Billing App.


Use Filters (1) to display data by Transaction Type, Date range, Account Manager, Client ID or Page number. Check the Summary checkbox (2) to view a summary of your data, or click the Download CSV button (3) to export your data as a CSV file. To refresh the results to include the most recent transaction, click the Refresh button (4).



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