MiCloud Team Managers and Authorized Contacts can generate a Live Answer report for a location, group, individual employee, or main line.
The initial Live Answer report includes the following:
- A graph that displays the number of inbound calls and the percentage of calls answered
- A table that displays the following information for both Main Lines and Employees:
NOTES:
- Live Answer reports provide data only for direct dial calls based on the number called, not based on the number that answered the call.
- Live Answer reports do not display data for Auto Attendant selections or calls forwarded from a Dial By Name directory.
Generating a Live Answer by Location Report
By default, the data displayed in the Live Answer report is for all external calls for all locations for the last week. You can select the date range for the report and you can choose to include external calls, internal calls, or both in the report.
- Log in to the Account Portal.
- On the Team menu, under Intelligence, click Live Answer.
- On the Live Answer page, in the Location list, select a location to generate a report for or select All to generate a report for all locations.
- Do one of the following to select the date range you want to include in the report:
- In the Date Range list, select the date range you want to include in the report.
- Click the calendar icon next to the From and To fields to select the first and last date to include in the report.
- In the Class list, select one of the following options:
- Internal Only - to include only internal calls in the report
- External Only - to include only external calls in the report
- Both Internal and External - to include both internal and external calls in the report
- In the Days list, select the check box next to each day of the week you want to include in the report.
- To only include data within a certain time period each day, do the following:
- In the Hours Starting list, select the time each day to begin including data in the report.
- In the Hours Ending list, select the time each day to stop including data in the report.
NOTE: All reports are generated using Eastern time; if you are in a different time zone you will need to adjust the time of day for the report accordingly.
- Click View Report.
The Live Answer report for the selected location and date range is displayed.
Generating a Live Answer by Group Report
By default, the data displayed in the Live Answer by Group report is for only your external calls for the last week. However, you can generate a Live Answer by Group report for any group that you manage. You can also select the date range for the report and you can choose to include external calls, internal calls, or both in the report.
- Log in to the Account Portal.
- On the Team menu, under Intelligence, click Live Answer by Group.
- On the Live Answer by Group page, in the Group list, select a group to generate a report for.
- Do one of the following to select the date range you want to include in the report:
- In the Date Range list, select the date range you want to include in the report.
- Click the calendar icon next to the From and To fields to select the first and last date to include in the report.
- In the Class list, select one of the following options:
- Internal Only - to include only internal calls in the report
- External Only - to include only external calls in the report
- Both Internal and External - to include both internal and external calls in the report
- In the Days list, select the check box next to each day of the week you want to include in the report.
- To only include data within a certain time period each day, do the following:
- In the Hours Starting list, select the time each day to begin including data in the report.
- In the Hours Ending list, select the time each day to stop including data in the report.
NOTE: All reports are generated using Eastern time; if you are in a different time zone you will need to adjust the time of day for the report accordingly.
- Click View Report.
The Live Answer report for the selected group and date range is displayed.
Viewing a Detailed Live Answer Report
You can view detailed Live Answer reports for Main Lines or Employees.
The following information is displayed in a detailed Live Answer report:
To view a detailed Live Answer Report:
The detailed Live Answer report is displayed.
- On the Live Answer or Live Answer by Group page, generate a Live Answer Report as desired.
- In the table at the bottom of the page, click one of the following:
- Main Line - to view a detailed report for main lines
- Employee - to view a detailed report for employees
The detailed Live Answer report is displayed.
- (Optional) To change the information displayed in the report, do one of the following and then click View Report.
- In the From and To fields, select a new start and end date.
- In the Location or Group list, select a new location or group.
- In the Type list, select Main Line or Employee.
- In the Class list, select one of the following options:
- Internal Only - to include only internal calls in the report
- External Only - to include only external calls in the report
- Both Internal and External - to include both internal and external calls in the report
Viewing a Phone Number-Level Live Answer Report
You can view a detailed, phone number-level Live Answer report for a specific phone profile.
The following information is displayed in a detailed, phone number-level Live Answer report:
- Date - date the call was placed
- Time Start - start time of the call (displayed in Eastern time)
- Time End - end time of the call (displayed in Eastern time)
- Duration - duration of the call
- Direction - Inbound or Forward
- Class - indicates whether the call was Internal or External
- ANI - Automatic Number Identification; displays the billing phone number of the caller
- Caller ID/Label - Caller ID and station label assigned to the caller profile
- Answered - indicates whether the call was answered or not
- Answered By TN - phone number that answered the call
- Answered By Label - station label associated with the profile that answered the call
- Time Answered - time the call was answered (displayed in Eastern time)
- Time to Answer - time that elapsed before the call was answered; this includes time spent navigating through a call flow, processing by an Auto Attendant, waiting in a queue, and so on
To view a detailed phone number-level Live Answer report:
- On the Live Answer or Live Answer by Group page, filter the Live Answer Report as desired.
- In the table at the bottom of the page, click one of the following:
- Main Line - to view a detailed report for main lines
- Employee - to view a detailed report for employees
The detailed Live Answer report is displayed.
- In the TN column, click the phone number of the profile you want to view a report for.
The phone number-level Live Answer report is displayed.
- (Optional) To change the information displayed in the report, do one of the following and then click View Report.
- In the From and To fields, select a new start and end date.
- In the Class list, select one of the following options:
- Internal Only - to include only internal calls in the report
- External Only - to include only external calls in the report
- Both Internal and External - to include both internal and external calls in the report
FAQs
Q: What is live answer?
A: Live answer is a metric that tells you the percentage of calls to your company that are being answered by a person versus calls that go to voicemail or are abandoned.
Q: How do you determine "live answer"?
A: A Call is "live answered" if an employee picks up the phone and says hello. This includes calls that are forwarded out to non-MiCloud phones such as cell phones, home phones, and answering services. Calls answered by Auto Attendants and voicemails are not considered live answer.
Q: What is an abandoned call?
A: A call is considered abandoned when it is caller-terminated. For example, a caller dials your main line and reaches an auto-attendant but then hangs up. Or, a caller dials your direct line and hangs up before reaching your voicemail. If a caller reaches a voicemail box, the call is no longer considered abandoned even if they terminate the call before leaving a message.
Q: How do I access these reports?
A: As an Authorized Contact (Decision Maker, Phone Manager, or Billing Contact), you can access these reports in the Account Portal.
Q: What is considered a "good" live answer metric?
A: Because every business is different, you have to determine what is appropriate for your firm. For comparison, the MiCloud customer average is 72.5% of all main line calls are answered live, and 50% of employee calls are answered live.
Q: How do we determine a main line or what if my main line is not listed?
A: Please make sure your main lines have "Main" in the name. To change the name of your main lines, contact MiCloud Support. We will re-classify the phone number as main and the reports will be updated within 24 hours. If the number starts with 800,855, 866, 877, or 888, the number will be automatically classified as main. Any other number will be classified as DID. In the event this classification is wrong, manual intervention is needed.
Q: How current is the data?
A: The data is refreshed once every 24 hours.
Q: How long is the data stored?
A: The data in Live Answer reports is stored for 25 months. Data older than 25 months will eventually be deleted.
Q: Can I share the data with my team?
A: Yes, you can export the data via Excel, PDF, CSV, and other formats. Please select the export link on the top of the screen.
Q: If a call is answered by a colleague or on a cell phone is the call considered live?
A: Yes, a live call is any call that is answered by a live person, this includes calls answered on your cell phone.
Q: Can I see the average number of seconds it takes to answer a call for each phone number?
A: Yes you can. From within the Call Detail Record, scroll to the end of the report. The average number of seconds it takes for that line to answer the call is provided.
