Available Reports

The following reports are currently available in the Pulse reporting engine.

If you wish to find out more about a specific report please click the 'More Info' link for that report.

Report Name

Report Type

Description

Info

Account Service Number

N/A

Download a .CSV or Excel file showing call summary information for a given date range for all service numbers in a selected account.

Accounts

N/A

Provides a report listing all the sub accounts for the selected account.

Allocated Numbers

N/A

Provides a report containing all the numbers for the selected account.

Call Records

Call Data (Report)

Provides a report listing all the call records for the selected number(s) or account. Note: Call records older than 180 days are not available.

Queue Data (Report)

Provides a report showing individual call records with additional queue statistics for the selected number(s) or account.

DCA Data (Report)

Provides a report showing individual call records with additional DCA statistics for the selected number(s) or account.

DCA Data (Download)

Download a .CSV or Excel file containing call data summary records. Note: Call records older than 180 days are not available.

Call Data (Download)

Download a .CSV or Excel file containing call data summary records.

Call Summary

Calls

Provides a report showing total calls and duration for the selected number(s) or account.

Outcome

Provides a report showing total calls split by call outcome (Answered, Unanswered, Engaged, Other) along with total duration for the selected number(s) or account.

Period

Provides a report showing total calls split by call period (Day, Evening, Weekend) along with total duration for the selected number(s) or account.

Minutes

Provides a report showing total minutes for the selected number(s) or account.

Queue

Provides a report showing total calls and duration with additional queue statistics for the selected number(s) or account.

Call Minutes by Account

N/A

Provides a report showing a summary of minutes for each sub account for the selected account and month.

DCA Agent Reports

Activity Log

Displays the Agent activity for a selected time period.

Performance

Displays the a Agent status summary for a selected time period

Status

Displays the Agent performance for a selected time period.

DCA License Capacity

N/A

Displays how many Agent licenses are being used on a daily basis

DCA Number Performance

N/A

Displays call summary data for a list of given DCA Service Numbers and selected time period.

DCA Number Performance Interval

N/A

Displays call summary data, grouped by a specified minute interval for a list of given DCA Service Numbers and selected time period.

DCA Skill Set

N/A

Skill Set Performance displays call summary data for a list of given Skillsets and selected time period.

DCA Skill Set Interval

N/A

Skill Set Performance displays call summary data, grouped by a specified minute interval for a list of given Skillsets and selected time period.

Detailed Call Statistics

N/A

Provides detailed granular call statistics for a given call. Can be accessed through from Call Records report. Also provides interactive timeline. Note: Call data older than 180 days is not available.

DTMF Data

N/A

Enables reporting on DTMF selections when using the DTMF Capture node. To enable capture and retention of DTMF data, 'Persist DTMF' must be set in the DTMF Capture node.

IVR Script Logs

N/A

Provides a report showing the selected options within an IVR menu. If the IVR menu has more than one level you can drill into the sub menus. Note: You can only run this report against a single Service Number - Script Logging must be enabled on the IVR menu.

Longest Call

N/A

Provides a report showing the longest call for a given period for the selected account.

Multiplan Audit

N/A

Provides a report showing the audio trail of plan activations for a given Service Number and date range.

Service Number Audit

N/A

Downloads a .CSV or Excel file showing service number product allocation for a given day for the selected account. A comma separated list of destination numbers is returned for services built using Service Manager that contain multiple destinations. Note: Data only available for the last 30 days.