SmarterTrack 12.x Help

Call Reports

To access call log reports, click the reports icon. Then expand the Summary Reports and Calls folders. The following cost reports are available:

  • Calls Overview - Shows an overall view of the organization's call usage during a set time period. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.

Depending on the report selected, the following report items are available:

  • Agent - The specific agent.
  • Average Session Length - The average length of the calls in minutes.
  • Department - The specific department.
  • Group - The specific group.
  • Total Calls - The total number of calls that occurred during the time frame.
  • Total Incoming Calls - The total number of incoming calls that occurred during the time frame.
  • Total Outgoing Calls - The total number of outgoing calls that occurred during the time frame.