MiCloud Team Managers and Authorized Contacts can generate a Talk Time report for a location, group, or individual employee.
The initial Talk Time report includes the following:
- Details
- TN - telephone number of the user; does not reflect the Outbound Caller ID (OBCID)
- Label - name of the user as it appears in the MiCloud database
- Inbound
- Calls - displays two numbers, X of Y; X represents the number of inbound calls answered and Y represents the total number of inbound calls received, the difference is the number of missed inbound calls
- Talk Time - total time spent talking on the phone for inbound calls
- Average Talk Time - average time spent talking on the phone per inbound call
- Outbound
- Calls - displays two numbers, X of Y; X represents the number of outbound calls answered and Y represents the total number of outbound calls placed
- Talk Time - total time spent talking on the phone for outbound calls
- Average Talk Time - average time spent talking on the phone per answered outbound call
- Total
- Calls - displays the total number of inbound calls answered and outbound calls placed
- Talk Time - total time spent talking on the phone for inbound and outbound calls
- Average Talk Time - average time spent talking on the phone per call
NOTE: Talk Time reports display data for the user who answered the call, regardless of the point of origin of the call. Talk Time reports do not indicate how calls reach a phone number (for example, whether the call was placed directly to the user or reached the user through an auto attendant, ring group, call forwarding, or call screening rule).
Generating a Talk Time by Location Report
By default, the data displayed in the Talk Time 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 Account Portal.
- On the Team menu, under Intelligence, click Talk Time.
- On the Talk Time page, in the Location list, select a location 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.
- Next to 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 Talk Time report for the selected location and date range is displayed.
Generating a Talk Time by Group Report
By default, the data displayed in the Talk Time by Group report is for only your external calls for the last week. However, you can generate a Talk Time 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 Account Portal.
- On the Team menu, under Intelligence, click Talk Time by Group.
- On the Talk Time 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 Talk Time report for the selected group and date range is displayed.
Viewing a Detailed Profile-Level Talk Time Report
You can view a detailed, profile-level Talk Time report for a specific phone profile.
The following information is displayed in a detailed, profile-level Talk Time report:
- Call Information
- Talk Time
- Ring Start - time the dialed phone began to ring (displayed in Eastern time)
- Ring Time - time, in seconds, that the phone rang before the call was answered; does not include time spent navigating through a call flow before reaching the phone
- Talk Time - time, in seconds, that the user participated in this leg of the call
To view a detailed profile-level Talk Time report:
- On the Talk Time or Talk Time by Group page, filter the Talk Time Report as desired.
- Do one of the following:
- In the TN column, click the phone number of the profile you want to view a report for.
A detailed Talk Time report for all calls is displayed for the selected profile.
- In the Inbound Calls column, click the data for the profile you want to view a report for.
A detailed Talk Time report for all inbound calls is displayed for the selected profile.
- In the Outbound Calls column, click the data for the profile you want to view a report for.
A detailed Talk Time report for all outbound calls is displayed for the selected profile.
- (Optional) To change the information displayed in the report, do one of the following and then click View Report:
- In the Location or Group list, select a new location or group.
- In the Profile list, select a new profile.
- In the From and To fields, select a new start and end date.
- In the Direction list, select one of the following:
- Inbound - to display only inbound and forwarded calls
- Outbound - to display only outbound calls
- All - to display all inbound, outbound, and forwarded calls; internal calls are not displayed
- 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
