This article provides information about accessing BI (Business Intelligence) reporting for your organization's Sky phone system. BI reporting refers to computer-based techniques used in identifying, extracting, and analyzing business data, which helps organizations make better business decisions. Because many important interactions occur over the phone, it is critical to have complete and useful business analytics that include information about the nature, number, duration, and source of phone calls.
Sky BI (Business Intelligence) Reporting provides detailed reports based on Group data, customizable report subscriptions, and personal dashboards. The Sky Account Portal, which is an easy-to-use online interface, provides individual users and phone system administrators the access they need to configure and manage Business Intelligence reports. These BI reports provide valuable information about the activities of your business including sales performance, service levels, and staffing efficiency.
Table of Contents
Accessing BI Reporting
Authorized Contacts
Custom Group Reports
Team Managers
Intelligence
Call Activity
Users
Home Screen Dashboard
Report Subscriptions
HTTP Requests
Accessing BI Reporting
The Sky Account Portal provides access to reporting data via menus and links that are available according to your role and level of authorization. Roles include Users, Team Managers, and multiple levels of administrators, which are known as Authorized Contacts in the Sky phone system. Across the top of the Sky Account Portal are the top-level menus of Home, Team, Organization, and Support. The Home and Support menus are available to all roles, the Team menu is available to Team Managers and most Authorized Contacts, and the Organization menu is available only to Authorized Contacts. Access to the features that are available in the Organization menu is determined by role (type of Authorized Contact). See the Authorized Contacts article for details about each type of administrator role.
Authorized Contacts
Authorized Contacts have exclusive access to User Activity Monitoring and the following usage reports that are available in the Organization menu.
Additionally, Authorized Contacts can access reports available in the Team and Home menus, which are described in the Team Managers and Users sections below.
Custom Group Reports
Authorized Contacts have the ability to create custom reports that include data for "Groups" of individuals. These Groups can be created and modified in the Sky Account Portal. Group reports are available to Authorized Contacts and Team Managers.
NOTE: When creating a new or editing an existing Group for use with custom reports, always select members from the "Profile" (or "Group") list in the Group wizard (do not select members from the "Person" list). Profiles represent phone numbers and the associated calling data, while Persons represent users and associated roles and permissions.
See the Groups article for instructions to create, edit, and delete Groups.
Team Managers
A Team Manager is assigned by an Authorized Contact as the "owner" of one or more Groups to view Intelligence and Call Activity reports related to the the users who are members of their Groups. A Team Manager has access to the Team menu to view defined Group activity reports. Additionally, Team Managers can access all reports that are available to Users in the Home menu and the Home screen dashboard.
The Team menu enables Team Managers to do the following:
- In the Intelligence and Call Activity sub-menus, access a variety of customizable reports based on phone data for Locations and/or Groups
- In the Manage sub-menu, manage report subscriptions to schedule email delivery of specific reports based on phone data for the members of their Groups
- In the Add-on Features sub-menu, access Sky Replay call recordings for members of their Groups
See the Report Subscriptions article for information about managing subscriptions.
Access to Team Menu
To access reports in the Team menu:
- Log in to Account Portal with your business email address (username) and user password.
Intelligence
- Live Answer - Provides the percentage of total calls that are answered by a person. Calls that are abandoned before being answered and calls that are answered by a voicemail recording count against the Live Answer percentage.
- Talk Time - Provides the amount of time spent talking on the phone per phone number.
- NOTE: Talk Time reports do not include calls that go to voicemail.
- Live Answer by Group - Provides a live answer report with data for all users who belong to a specific Group.
- Talk Time by Group - Provides a talk time report with data for all users who belong to a specific Group. Note that Group members are managed by Authorized Contacts or the designated Group Owners (who are also referred to as Team Managers).
Call Activity
- Time on Phone - Summarizes inbound, outbound, and internal time on the phone by each day of the week for the selected Group and range of dates.
- Inbound Calls - Summarizes inbound call volume by date for the selected Group and range of dates.
- Outbound Calls - Summarizes outbound call volume by date for the selected Group and range of dates..
- Total Calls - Summarizes total inbound, outbound, and internal calls in one row of data for the selected Group and range of dates.
See the Call Activity article for more information about the BI reports available in the Call Activity menu.
Users
The Call Log (Call Detail Records), Missed Calls, and Home screen dashboard reports are available to any Sky Account Portal user who has an active phone profile.
Home Screen Dashboard
Each user has a personal BI dashboard located on the Home screen after logging into the Sky Account Portal. The home screen dashboard displays graphics and statistics related to phone usage. You can use the right and left arrows below the chart located in the center of the screen to scroll to other available reports. While viewing a report, you can adjust the time frame by selecting Last 7 days (the default), MTD (month to date), QTD (quarter to date), or by clicking in the date fields to select a range of dates from the pop-up calendars. For users who have more than one phone profile, make sure to select the desired phone number from the "Manage phone settings for" drop-down menu in the top-left corner of the Home screen.
The following BI reports are available from the Home screen:
- Live Answer - Provides the percentage of total calls that are answered by a person. Calls that are abandoned before being answered and calls that are answered by a voicemail recording count against the Live Answer percentage.
- Time on Phone - Provides the total minutes you spend on the phone with the busiest day highlighted.
- Inbound/Outbound/Internal - Provides a count of phone calls shown by inbound, outbound, or within your organization.
- Who calls you the most - Provides the top 10 callers who call you the most with the top caller highlighted.
- Who you call the most - Provides the top 10 numbers you call the most with the top number highlighted.
- Total calls - Provides the total count of inbound, outbound, and internal calls on bar chart.
Report Subscriptions
Subscriptions enable Team Manager and Authorized Contacts to schedule email delivery of a report. For more information, see the Report Subscriptions article.
HTTP Requests
The following options enable customers to run scripted HTTP requests to extract data generated by their Sky phone system:
