The Reports screen allows you to gather a variety information on calls within your Intulse phone system. The reports you have access to will depend upon your permissions.
The Call History report shows the history of YOUR extension. This should not be confused with the history for your entire organization.
By default the report shows call activity for the last few days, but you can change that using the date filter at the top of the screen. Click the refresh button after selecting your dates. The most recent calls will be displayed at the top of the screen.
For each call you will see the following information:
You are also able to click on the name or number for any external call to view the call activity for that number for the past 90 days.
If the caller matched a contact in your integration, you will also be able to view any important information you have entered there.
The Blocked Callers report allows you to manage phone numbers that are blocked from calling your entire organization.
Only administrators have access to this report.
New numbers can be added to this list, along with a description, at the top of the screen.
For each call you will see the following information:
Each blocked number can easily be deleted from this list by clicking on the trash can symbol.
The Blocked SMS report allows system administrators to manage phone numbers that are blocked from sending SMS texts to your organization. Adding a number to this list will stop that number from being able to text your organization at all on the number specified.
Only administrators have access to this report.
New numbers can be added to this list at the top of the screen. Enter the number to be blocked, select the number for which it should be blocked, and create a description to help you easily identify why the number was blocked.
For each entry, you will see the following information:
Each blocked number can easily be removed by clicking the trash can symbol.
The Call Detail Records report shows all the calls started in your organization, including extension to extension calls, outgoing calls, and incoming calls.
The Call Summary report will show a summary of inbound/outbound calls in the selected date/time range.
The Call Recordings report shows all call recordings for any extension to which you have access. By default, this is your own extension, however administrators can give users access to other extensions as well.
By default the report shows recordings created in the last few days for your own extension. You can change the date range and extension using the filters at the top of the screen. Click the refresh button after making your changes. The most recent call recordings will be displayed at the top of the screen.
For each call recording, you will see the following information:
You are able to play the recording from the report screen, as well as download it to your device.
The Extension Activity report will show everything that happened to an extension on the selected date.
This report will show and graph callers who entered one or more specified queues in the selected date range.
This report will show summarized data such as calls answered/dropped, average wait times, and talk times, for the specified queue in the selected date range.
This report will show the details of callers who disconnected before being answered from the specified queue in the selected date range.
This report will show and graph callers who entered one or more specified queues in the selected date range.
The Text Message Activity report shows all text messages for any of your Intulse phone numbers within a given date range.
Only administrators have the ability to run this report.
Select the date range for which you would like to run this report. Note that text messages for the start date WILL be included, while messages for the end date will NOT be included.
Click "Run" to open the report in a new browser tab. Click "Export" to download the data in a spreadsheet. Any images or files that were attached to a message will display in the browser version, but not in the spreadsheet.
For each text message, you will see the following information:
Outbound texts will display the name of the employee who sent them.
There is an option to export the data to an Excel spreadsheet on the browser version of the report as well.
Intulse often provides custom built reports to clients upon request. If there is a report you would like to have please contact Intulse support.