Call Trend Reports

To access call log reports, click the reports icon. Then expand Trend Reports and then Calls. The following call log trend reports are available. Note: For information on the options available for each report listed, see the Reports Overview.

NOTE: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.

Overview Trend - Shows a view of the organization's overall call usage over time. 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:

Day - The day of the week within the report's timeframe.
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.
Average Session Length - The average length of the calls in minutes.