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 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 adjust the data displayed, 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).




Filters


The following Filters are available to customize the Call Logs Report. The Options available for each Filter are listed in table below. 


Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.




Filter #Filter NameFilter OptionDescription
1[#] call results[Call result]Include calls logged as [Call Result]
1[#] call results[Transfers]Include calls logged as [Transfer]
1[#] call results[Other]Include [Other] calls, such as not logged calls
2Time rangeStartSpecify a start date and time for the range
2Time rangeEndSpecify an end date and time for the range
3All users[Users]Filter by a specific Agent or Group
4All campaigns[Campaigns]Filter by a specific Campaign
5All files[Lead Files]Filter by a specific Lead File
6All Sources[Queues]Filter by a specific Queue
6All Sources[Playlists]Filter by a specific Playlist
7All durationsRange optionsFilter by a preset call duration range
7All durationsCustom optionsFilter by a custom call duration range
8All typesInboundFilter by Inbound calls
8All typesOutboundFilter by Outbound calls (Manual or Dialer)



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. 


Use Filters (1) to adjust the data 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.




Filters


This Report offers several Filters to enable you to customize the Dialer Report. The Date Range Filter is available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below. 



Filter NameFilter OptionDescription
Date rangeStart dateSpecify a start date for the range
Date rangeEnd dateSpecify an end date for the range
DatasetHistoric dataDisplay information from the past, up until 2 hours ago
DatasetRecent dataDisplay information from the last 2 hours, including realtime
Available filtersSelect QueuesInclude data from specific Queues (if "Queue" is selected in "Report by" section)
Available filtersSelect PlaylistsInclude data from specific Playlists (if "Playlist" is selected in "Report by" section)
Available filtersSelect File namesInclude data from specific Lead Files (if "File name" is selected in "Report by" section)
Available filtersSelect CampaignsInclude data from specific Campaigns (if "Campaign" is selected in "Report by" section)
Available filtersSelect Avail. AgentsInclude data from specific Agents (if "Avail. Agents" is selected in "Report by" section)
Available filtersSelect Call MultiplesInclude data from a specific CPA (Calls Per Agent) value (if "Call Multiple" is selected in "Report by" section)
Available filtersSelect TimesInclude data grouped by Time period (if "Time (1h)" or "Time (15m)" is selected in "Report by" section)
Available filtersSelect WeekdaysInclude data from specific Weekdays (if "Weekday" is selected in "Report by" section)
Report byQueueDisplay Queue name
Report byPlaylistDisplay Playlist name
Report byFile nameDisplay Lead File name
Report byCampaignDisplay Campaign name
Report byAvail. AgentsDisplay number of available Agents
Report byCall MultipleDisplays the number of Calls Per Agent
Report byTime (1h)Display results for the time period in 1 hour increments
Report byTime (15m)Display results for the time period in 15 minute increments
Report byWeekdayDisplay the day of the week
Fields to displayAvg. CPADisplays the average Calls Per Agent
Fields to displayCallsDisplays the number of total calls (answered/unanswered)
Fields to displayNo AnswerDisplays the number of unanswered calls
Fields to displayNISDisplays the number of Not In Service calls
Fields to displayAnsweredDisplays the number of calls answered (including Connects, Machines and Abandoned)
Fields to displayAnswer %Displays the percentage of calls answered (Connects, Machines and Abandoned)
Fields to displayMachinesDisplays the number of machine answers
Fields to displayMachine %Displays the percentage of machine answers
Fields to displayConnectsDisplays the number of Lead answers
Fields to displayCalls to ConnectDisplays the average number of calls required to reach a Lead
Fields to displayAbandonedDisplays the number of calls answered when no Agents were available
Fields to displayAbandoned %Displays the percentage of calls answered when no Agents were available
Group date byNoneResults are not grouped by time period
Group date byDayResults are grouped by day
Group date byWeekResults are grouped by week (Sunday-Saturday)
Group date byMonthResults are grouped by month



Templates


Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.




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.


Use Filters (1) to adjust the data 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.




Filters


This Report offers several Filters to enable you to customize the Agent Report. The Time Range and Agent Name Filters are available on the main page, and other filters can be found using the Edit Report button. The Options available for each Filter are listed in table below. 


Note: Items in brackets [ ] are placeholders. In your CRM, your unique data will appear within the Filter as an Option.


Filter NameFilter OptionDescription
Time rangeStartSpecify a start date and time for the range
Time rangeEndSpecify a end date and time for the range
Agent Name[User]Filter by a specific Agent
Agent Group[User Group]Select Agent Groups to include
Group date byNoneResults are not grouped by time period
Group date byDayResults are grouped by day
Group date byWeekResults are grouped by week (Sunday-Saturday)
Group date byMonthResults are grouped by month
Preset fieldsReady (%)Percentage of time Agent spent in Ready mode while signed in
Preset fieldsPayable (%)Percentage of time Agent spent in a Payable state while signed in
Preset fieldsTalk % of PayablePercentage of time Agent spent talking on calls while in a Payable state
Preset fieldsTalk % of ReadyPercentage of time Agent spent talking on calls while in Ready mode
Preset fieldsReady % of PayablePercentage of time Agent spent in Ready mode while in a Payable state
Preset fieldsTransfer RatePercentage of logged calls dispositioned to another Queue or Agent
Preset fieldsTalk / DayTotal time Agent spent talking on calls, divided by total number of days worked
Preset fieldsReady-WrapupTotal time Agent spent in Ready mode, minus total time spent in wrapup
Preset fieldsBreak + LunTotal time Agent spent in Break and Lunch modes
Preset fieldsAux (all, T)Total time Agent spent in Aux P and Aux U modes
Preset fieldscall# per paid hrNumber of logged calls, divided by hours Agent spent in a Payable state
Preset fieldscall# per ready hrNumber of logged calls, divided by hours Agent spent in Ready mode
Preset fieldscall# per logged hrNumber of logged calls, divided by hours Agent was signed in
Agent status (by status duration)Shift StartEarliest time Agent was signed in for the day
Agent status (by status duration)Shift EndLatest time Agent was signed in for the day
Agent status (by status duration)Days WorkedTotal days Agent was signed in
Agent status (by status duration)Logged Time
Total time Agent was signed in
Agent status (by status duration)Payable (t)Time Agent spent in a Payable state
Agent status (by status duration)Unpayable (t)Time Agent spent in an Unpayable state
Agent status (by status duration)[Availability Mode] (t)Time Agent spent in [Availability Mode]
Agent status (by status duration)Ready:Avg waitTime Agent spent in Ready mode waiting to connect, divided by total number of calls logged
Agent status (by status duration)
Ready:Avg talkTime Agent spent in Ready mode talking on calls, divided by total number of calls logged
Agent status (by status duration)
Ready:Avg wrapTime Agent spent in Ready mode with a profile open after call ended, divided by total number of calls logged
Agent status (by status duration)
Ready:Talk TimeTime Agent spent in Ready mode talking on calls
Agent status (by status duration)
Ready:Wait TimeTime Agent spent in Ready mode waiting to connect.
Agent status (by status duration)
Ready:Wrap TimeTime Agent spent in Ready mode with a profile open after call ended
Call Results (by call volume)Transfer (#)Total number of Transfers made by Agent
Call Results (by call volume)Call Logs (#)Total number of calls logged by Agent
Call Results (by call volume)[Call Result/Transfer] (#)Total number of calls logged as [Call Result] or [Transfer] by Agent
Call Results (by call volume)Calls over 60s (#)
Total number of Calls over 60 seconds made by Agent (logged/unlogged)
Call Results (by total call duration)Talk (t)Total time Agent spent talking on calls (logged/unlogged)
Call Results (by total call duration)Transfer (t)Total time for calls Transferred by Agent
Call Results (by total call duration)[Call Result/Transfer] (t)
Total time for calls logged as [Call Result] or [Transfer] by Agent
Call Results (by average call duration) Talk (avg)
Total time Agent spent talking on calls, divided by total number of calls (logged/unlogged)
Call Results (by average call duration) Transfer (avg)
Total time Agent spent talking on Transferred calls, divided by total number of calls (logged/unlogged)
Call Results (by average call duration) [Call Result/Transfer] (avg)
Total time Agent spent talking on calls logged as [Call Result] or [Transfer], divided by total number of calls (logged/unlogged)
Call sourcesInbound calls (#)Number of Inbound calls
Call sourcesInbound calls (%)Percentage of Inbound calls out of total calls
Call sourcesDialer calls (#)Number of AI Dialer calls
Call sourcesDialer calls (%)Percentage of AI Dialer calls out of total calls
Call sourcesManual calls (#)Number of Manual calls
Call sourcesManual calls (%)Percentage of Manual calls out of total calls
Call sourcesFrom Inbound Queue (#)Number of calls from Inbound Queue
Call sourcesFrom Inbound Queue (%)Percentage of calls from Inbound Queue out of total calls
Call sourcesFrom Inbound Transfer (#)Number of calls from Inbound Transfer
Call sourcesFrom Inbound Transfer (%)Percentage of calls from Inbound Transfer out of total calls
Agent fields
NameAgent Name
Agent fields
User IDAgent User ID
Agent fields
Login IDAgent Login ID
Agent fields
ExtensionAgent extension
Agent fields
Start dateThe first date the Agent logged in
Agent fields
Agent IDAgent ID (Note: This is only displayed on some CRMs)



Templates


Once you customize your Report using Filters, you can save them as a Template for quick reference later. You can modify existing Templates or create new ones using the Configuration Options available under the Edit Report button.




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)




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.


Note: Users must be logged in to appear in the drop-down menu.




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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