Enhanced Ring Groups Statistics

NOTE: That if Enhanced services are used with ERG (i.e. the 'Disable Member Enhanced Services' option is turned ON), statistics for those calls will not work.

Enhanced Ring Groups (ERG) Statistics - Searching

Available reports showing ERG statistics related to 'All Answered Calls', 'All Calls', 'All Unanswered Calls', 'Member calls per ERG', 'Member missed calls', and 'Repeated callers'.

Date range: Click on the populated dates and select from the following options

• Manually selecting a date range by clicking on a calendar

• Today

• Yesterday

• Last 7 Days

• Last 30 Days

• This Month

Enhanced Ring Group: Filters the data by ERG(s)

Members: Filters the data by ERG members

Call Duration: Filters data by the call duration. Toggle between less than "<" or more than ">" by clicking the button to the left of the field. Default values are; 10, 20, 30, 60, 120. Custom values can also be entered.

Hold Duration: Filters data by the hold duration. Toggle between less than "<" or more than ">" by clicking the button to the left of the field. Default values are; 10, 20, 30, 60, 120. Custom values can also be entered.

Caller: Filters the data by Caller

Time Format: Filters data by the type of date format; 'dd hh mm ss','dd:hh:mm:ss', 'Days', 'Hours', 'Minutes', 'Seconds'.

Select type..: From this dropdown select the type of the report to be shown in the Reports table;('Summary', 'Outbound', 'Inbound', 'Internal').

Search reports: Type in the first letters of the report name to be filtered and shown in the Reports table.

Selected Reports: To add reports, select one or more reports by clicking the green plus sign from the available reports in the Reports Table. This report(s) will then be moved to the 'Selected reports' section. By clicking the 'Show' button, the selected reports will appear in a new window.

ERG Statistics - Reports

All Answered Calls

Displays details of all answered calls in two reports

All Answered Calls

• Talk time: Gives details on talk time of calls - total, minimum (min), maximum (max) and average (mean)

• Hold time: Gives details on hold time of calls - total, minimum (min), maximum (max) and average (mean)

All Answered Calls dispositions

• Member Hangups: Number of calls ended by member

• Caller Hangups: Number of calls ended by caller

• Transferred: Number of calls transferred

• Unqualified: Number of calls unqualified

• Member Hangups %: Percentage of calls ended by member

• Caller Hangups %: Percentage of calls ended by caller

• Transferred %: Percentage of calls transferred

• Unqualified: Percentage of calls unqualified

All Calls

Displays details of all calls in two reports

All Calls

• Talk time: Gives details on talk time of calls - total, minimum (min), maximum (max) and average (mean)

• Hold time: Gives details on hold time of calls - total, minimum (min), maximum (max) and average (mean)

All Calls dispositions

• • • Total: Sum of all calls

    • Answered: Sum of answered calls

    • Percentage: Percentage of calls answered

    • Unanswered: Sum of unanswered calls

    • Percentage: Percentage of unanswered calls

All Unanswered Calls

Displays details of all unanswered calls in two reports

All Unanswered Calls

• Hold time: Gives details on hold time of calls - total, minimum (min), maximum (max) and average (mean)

All Unanswered Calls dispositions

• • • Total: Sum of all calls

    • Abandoned: Sum of abandoned calls

    • Exit with Key: Sum of calls the exited with a key press

    • Timeout: Sum of calls that timed out

    • Unqualified: Sum of unqualified calls

    • Abandoned %: Percentage of abandoned calls

    • Exit with Key %: Percentage of calls the exited with a key press

    • Timeout %: Percentage of calls that timed out

    • Unqualified %: Percentage of unqualified calls

Member Calls per ERG

Displays details of answered calls grouped by member

• • Member: Name and number of the member

  • ERG: Clicking on a row will expand the row to display calls by ERG

  • Calls: Number of calls answered by member and percentage of calls answered by member

  • Talk time: Gives details on talk time of calls - total, average (mean) and average delay (mean delay)

  • Hng(Member/Caller [Transferred]): Summary of how the call ended as a total number and percentage

Member Missed Calls

Displays details of missed calls grouped by member

• • Member: Name and number of the member

  • Missed: Number of calls member missed

  • Total: Total number of calls presented to member

  • Mean: Average percentage of calls missed

  • Avg Ringtime: Average ringtime for calls

Repeated Callers

Displays details of callers that rang more than once

• • Caller ID: Caller ID of caller

  • Repeat Count: Number of times the caller rang

  • Talk time: Gives details on talk time of calls - total, minimum (min), maximum (max) and average (mean)

  • Hold time: Gives details on hold time of calls - total, minimum (min), maximum (max) and average (mean)

ERG Statistics - Results & More Detail

Report information will be displayed as per the above report information

More detail information is available by the following options

Clicking on the heading of the report (centre of page) will display individual call details

• • • • Call ID: Event ID

      • Date: Date and time of call

      • Caller ID: Incoming caller ID

      • ERG: Name of ERG

      • Member: Member interacting with call

      • Wait time: Time caller waited for the call to be answered

      • Entry: Number of calls in the ERG at the start of call

      • Exit: Number of calls in the ERG at the end of call

      • Transferred: Transfer destination

      • Ended: Reason the call ended

Buttons to the right

• More: Drills down to get more information summarised by smaller time periods

• Graph: Display the information in a graphical format

• CSV: Download CSV formatted file with all the statistics shown