12.2.3. Reports with the Phone Event Object

  • Updated on Mar 19, 2025
  • Published on Apr 26, 2024
  • 2 minute(s) read
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Please note: a phone event record does not mean the call was missed. To see if the call was missed, check the related call reporting record to see if From Call Type = Connected.

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 agent 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 agent 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.

Q5. Where can I see which agents missed calls that they should have answered (agent fault)?

  • Report type = Phone Events

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

  • Add these filters:

    • Missed Call Type = No Devices (user didn’t have their webphone connected)

    • Hangup Cause = NO_ANSWER, ALLOTTED_TIMEOUT,CALL_REJECTED (user ignored the call or rejected the call)

  • Add Filter Logic: 1 OR 2

  • Add the fields: Natterbox User this call relates to, Time, Missed Call Type, Hangup Cause and Call Queue