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Barracuda Phone System

Statistical Reports

  • Last updated on

This article refers to Barracuda Phone System firmware release 3.0.1 and higher.

 

Types of Reports

There are three basic types of reports:

 Each Row and Field of Data relates toExample
Peoplea specific personCalls Out: the number of outbound calls made by an individual for the time period specified in the report.
Groupsan aggregate group of people

Calls Out: the total number of outbound calls made by group members.

Total Talk Time: the combined time each group member talked on the phone.

Queuesthe queue as a whole

Calls In: the number of calls that entered the queue that were not transferred in.

Calls Abandoned: the total number of queue calls abandoned.

Abandoned Percent: the percentage of queue calls abandoned.

Create a New Report

You can create custom activity reports for one or more users.

  1. From the REPORTS > Statistical Reports page select Create New Report.
  2. In the Reports Options page, specify the following settings:
  •  Name and Schedule
    • Report Name – Enter a name to identify the custom report output.
    • Schedule – Select the interval:
      • None (Manual only) When selected, schedule is set manually
      • Daily, and then specify the start time
      • Weekly, and then specify start day of the week and time
      • Monthly, and then select the starting day of the month and time
    • Email To – Enter the email address(es) which receive the report based on the selected Schedule. (optional.)
  • Filtering and Aggregation
    • Show one row for each – Select the report layout based on user Group, Queue, or Person.
    • Filter (Show Only)Select a filter to show the report for only a single Group or Queue. If left blank, the report runs for all extensions of the selected type (all groups, all queues, or all persons).
    • Aggregate Every – Choose the time span that the report covers. Options include Day, Week, Month, 3 Months, or Year.
    • Report Covers Time PeriodSelect the time period from which the report selects records. The options are:

      • Time Before Report – select a specific number of days prior to the report generation day.
      • Current/Previous – select a period of time, such as previous day, week, month, or year. Also available are current day to now, current week to now, current month to date, current quarter to date, and current year to date.
      • Date Range – select an absolute start and end date for the report.
  • Report Fields 

Select the fields to include in the report. The table on the left contains a list of available fields. The table on the right contains a list of fields selected to include in the report. Report fields are listed in Field Definitions

    • To move fields from one table to another, click and drag a field or use the +/- arrow buttons. 
    • To change the order fields appear in a report, click and drag the fields or use the up/down arrow buttons.

3. Click the green Create button to finish the process or click the red Cancel button to abort. The report is now ready to run.

 

Edit and Run Reports

  1. Navigate to Reports > Statistical ReportsClick a report name in the list.
  2. On the Report Options page, you can modify the report. You can also run the report in the following output types:
    • Run and View – The report runs and tabular results are displayed. Click a field in the header row to sort ascending or descending by that field. Select the number of records to display on each page. Use the left and right arrow buttons at the bottom of the page to navigate to the previous and next pages, respectively.
    • Run and Email – The report runs and is emailed as a CSV attachment to all specified email addresses.
    • Run and Download (CSV) – The report runs and a CSV file is immediately available for download via the browser.

Report Examples

Following are some examples of how to set up recurring reports of various types.

Daily User Report

Purpose: This report shows per-person statistics for every person on the system. It runs right after midnight and sends a CSV file to one or more email addresses.

Report Configuration:

  • NameDaily User Report
  • ScheduleDaily at 12:01AM
  • Email Tospecify comma-separated list of email recipients
  • Show one row for each – Person
  • Aggregate Every – Day
  • Filter – (none)
  • Report Covers Time Period – Current/Previous, Previous Day
  • Fields – Recommend the default selected fields and add these:
    • Calls in external
    • Calls in internal
    • Calls slow answered
    • Max hold time
    • Max talk time

Report ExecutionReport runs automatically each day and emails the previous day user statistics.

Hourly Queue Report - Yesterday

Purpose: This report shows hourly statistics for all inbound call queues on the system. It runs right after midnight and sends a CSV file to one or more email addresses. This report helps the system administrator identify which hours of the day require more or fewer available agents to service inbound call queues.

Report Configuration:

  • NameYesterday’s Hourly Queue Statistics
  • ScheduleDaily at 12:01AM
  • Email Tospecify comma-separated list of email recipients
  • Show one row for eachQueue
  • Aggregate EveryHour
  • Filter – (none)
  • Report Covers Time PeriodCurrent/Previous, Previous Day
  • FieldsRecommend using the pre-selected fields.

Report ExecutionReport runs automatically each day and emails the previous day hourly queue statistics.

Hourly Queue Report – Today

Purpose: This report shows hourly statistics for all inbound call queues on the system. It runs manually to get a “What’s Happening Today” report.

Report Configuration:

  • NameToday’s Hourly Queue Statistics
  • ScheduleManually
  • Email ToSpecify recipients unless report is viewed on screen only
  • Show one row for eachQueue
  • Aggregate EveryHour
  • Filter – (none)
  • Report Covers Time PeriodCurrent/Previous, Current Day to Now
  • FieldsRecommend using the pre-selected fields.

Report ExecutionReport runs manually. Choose to view the report on screen, via email, or direct CSV file download.


Remove a Statistical Report

To remove an activity report,

  • From the Statistical Reports page:
    • Go to the REPORTS > Statistical Reports page, select the report you want to delete, then click Delete Selected.
  • From a Report Options page:
    • At the top of the Report Options page, click Delete.

 

 

 

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