Call Data (preview)

Overview

Call Data is the reporting workspace in the myCloudPBX Service Portal, switched on by the Early Adopter Program.

It has five entries in the menu, all on one page: Overview, Calls, Call reports, People reports and Scheduled.

The window picker. At the top right of Overview, Calls and the report screens you choose the period: 'Today', '7 days', '30 days', 'This month' or 'Custom'. One choice applies across the whole workspace, so the Overview, the Calls list and any report you open all describe the same days. Scheduled reports are the exception, because each run works out its own window.

This feature is on preview

Reports here will not match the existing Reporting Dashboard exactly while both are running. That is expected during the preview. Not every report has moved across yet, so use whichever portal has the report you need.

Overview

Overview draws the headline answers for the window from across the report catalogue.

At a glance. Total calls, answered percentage, call quality grade and the share of recordings transcribed, each against the same length of time before. Green and red arrows show which way each moved.

The shape of your week. Calls on an average day of each weekday, stacked by direction, so you can see where the load falls. Switch to 'Day by day' to see each date instead. The caption names the busiest day.

Callers who gave up. Inbound calls where nobody picked up and the caller hung up, worst route first, with the abandonment rate for each. 'Open report' takes you to the full Abandoned Calls report.

Calls

Calls lists every call in the window with the journey behind each one.

Filter by direction with 'Every direction', 'Inbound only' or 'Outbound only'. The search box filters the calls already on screen by number, extension or name. 'Download CSV' saves the list.

Each row shows the time, direction, from and to, who handled it, how long it lasted, how long it took to answer, a quality grade (Excellent, Good, Fair or Poor) and how it ended.

Click the arrow at the end of a row to open 'What happened on this call', the same step by step journey shown in Call IQ.

Call reports

Call reports are the reports about routes, queues and the calls themselves.

Each card describes one report and what it can do.

Label	Meaning
Chart and table	The report draws a chart as well as listing rows.
Table	Rows only.
Can be scheduled	It can be emailed on a schedule. See Scheduled below.
On screen only	It cannot be scheduled.
Shareable link	You can publish a read only link to it.
Timed from arrival	Its timings count from when the call reached the phone system, so greetings and menus are included.
CSV and PDF	Download the report for the current window without opening it.

The call reports in this release:

• Answer Report. How quickly each route answers: volume, answered count, average time to answer, how many were answered within 15, 20 and 30 seconds, and the share answered within 20 seconds.
• Auto Attendant. What callers did in your menus: which keys they pressed, how many timed out, and how many hung up in the menu.
• Call Activity. Daily call volume split by direction. The same data as the Dashboard's activity chart.
• Abandoned Calls. Per route, how many inbound callers hung up before anyone answered, and the rate. Options let you count voicemail and external forwards as abandoned.
• Account Code Usage. Outbound calls and duration grouped by account code. Usage only, no charges.
• Inbound Calls. Per route inbound volume, answered against unanswered, and average time to answer.
• Outbound Calls. Outbound volume by rate type per day.
• CDR Export. The full per call record for both directions, for anyone who needs the raw data.
• Call Quality Insight. Service wide call quality: the headline grade, the distribution of grades, and breakdowns by handset type and by internet provider. Shareable via a public link.

Click a card, or its arrow, to run the report.

Running a report

An open report has the same shape whichever one you pick.

• The header names the report, its family and what it measures. 'CSV' and 'PDF' download it. 'Run again' refreshes it.
• Settings. Some reports have options beyond the dates, such as which weekdays or hours to include. Others say "This report has nothing to set beyond the dates at the top of the page." The line beneath confirms the window and when it was run.
• Tiles give the headline figures for the window against the period before.
• Findings on the right pick out what stands out: the busiest route, the slowest to answer, the quickest.
• The chart draws the same data as the table. In the Answer Report, bar length is the average wait and colour is the share answered within 20 seconds.
• The table lists every row. Click a heading to sort.

The back arrow above the report returns you to the family list.

People reports

People reports are the reports about extensions and the people on them.

• Extension / Office Breakdown. Outbound usage rolled up by extension or by office.
• User Call Count. Distinct calls per extension.
• User Call Summary. Per extension activity: inbound and outbound counts, total talk time, total handle time and office.
• User Talk Time. Total and average talk time per extension.

The User Call Summary above is typical: headline tiles, the busiest extension picked out, a chart of inbound and outbound calls by person, and the full table underneath.

Scheduled

Scheduled is where reports send themselves.

Each schedule shows which report goes out, how often and when, which window each run covers, who receives it, when it last went and when it goes next. A Sending badge means it is live. Paused means it is not.

On each schedule:

• 'History' lists every run so far and whether it was delivered.
• 'Send now' runs it immediately without waiting for the next slot.
• The pause and play icons pause and resume it.
• The pencil edits it. The bin deletes it.

'New schedule' opens the form. Pick the report, choose what each run should cover (yesterday, last week, last month), how often (every day, every week, every month), which day, and the timezone. Then add recipients by name and email address.

Each run works out its own window fresh, and the platform emails a CSV.