12.2.2. Reports with the Phone Event Object

Q1. How can I see what availability states a user was in when they received calls?

• Report type = Phone Events with To Call Reporting record

• Group by field: To Natterbox User: Name

• Filter by Call Direction = Inbound

• Show me = All call reporting

• Filter on Created Date = THIS MONTH / THIS WEEK etc...

• Add in the columns: Availability State: Name, From Number (the number of the caller) and From Dialled Number (the number that was dialled to get to you)

• Optional:

  • If you are just interested in the number of calls a user receives, you can toggle off Detail Rows (at the bottom).

  • Add in a chart/graph to see this data as a bar chart to compare users more easily or see the percentages using a pie chart.

Q2. How can I see missed calls grouped by the call reporting record?

• Report type = Phone Events with To Call Reporting record

• Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

• Group by To Call reporting to see where the call was offered before it was received

Q3. Where can I see who didn’t answer a call because they didn’t have their Webphone or blue box open?

• Report type = Phone Events

• Filter on a time field, e.g. Time = THIS WEEK, THIS MONTH…

• Filter on Missed Call Type = No Devices

• Group rows in this order = Natterbox User this call relates to then Time

• Optional:

  • Add the fields = Dial Type, Call Queue, Availability State and To Call Reporting record

Q4. Where can I see missed calls (excluding Webphone not open)?

• Report type = Phone Events

• Filter on a time field, e.g. Time = THIS WEEK, THIS MONTH…

• Filter on Missed Call Type = Ringing AND Dial Type not equal to Direct Dial to see missed calls in a call queue but not including webphones not open.

• Optional:

  • Add in a filter or group on Call Queue to look into the behaviour of specific queues.