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Inbound Calls

  • Updated

This article will provide a brief overview of the Inbound Calls report in the Jet Portal. These reports can be found in the Jet Hub under Reports > Activity.

 

Inbound Calls

The inbound calls report lets you view a detailed list of inbound calls made to phone numbers on your account. If you have inbound call recording setup you will also be able to access the recording here.

 

There is a lot of information in this report, so we'll break each heading down for you below.

Heading

Description

Audio

If there is an audio file linked to this call, you can play it from this screen. You will see either of the following icons that will link you to the audio file -

Recording_120x40.png This means there is a call recording associated with this call.                   

Voicemail_Unopened_120x40.png This means there is an unplayed voicemail associated with this call.  Voicemail_Opened_120x40.png This means there is a played voicemail associated with this call.             

For more information click here: Using the Voicemail Manager

Please note, audio recordings are only available for 3 months from the date of call.

 

You may also see some audio files that may show a green lock or are greyed out and shows a red lock. These are audio files that have reporting restrictions associated to them.

Unlocked_Recording_120x45.png Locked_Recording_120x45.png Locked_Voicemail_120x45.png

For more information, please see - Reporting Restrictions. 

Date

The date of the call in AEST.

Time

The time of the call in AEST.

Duration

The length of the call.

Service name

The name of the phone number that was called. These names refer to the name found in your Phone Numbers page.

For more information, please see - How to access phone numbers and callflows

Service number

 The phone number that the call was made to.

Caller number

 The phone number of the caller. This will include country and area codes.

IVR

IVR shows if the caller went through an IVR menu to reach the extension. It will show what option was selected in the IVR menu. E.g. Accounts.

For more information, please see - How to add an IVR

Status

There are 4 different statuses that will be displayed -

ANSWER_120x40.png The call was answered or forwarded to an external number. 

UNANSWERED_120x40.png The call was not answered. It has been sent to a voicemail or Hang Up widget.

UNAVAILABLE_120x40.png The call was not answered. It has either timed out in a queue or the extension was unavailable.                                                                                          

CANCEL_120x40.png The caller has hung up before the call has dialled an extension. E.g. The caller has hung up in a queue, IVR menu or during a greeting message.                                                       

 

Reporting Restrictions

Admin users can restrict certain reporting features for standard users such as call recordings, voicemails and SMS messages. Admin users are able to restrict other Admins from access, however, any Admin can update the restrictions to give themselves access.

Reporting restrictions can be easily seen and modified in the Phone Numbers > Phone System menu. If reporting restrictions are set up, you will see either of the following icons next to a phone number.

  • Green Padlock - padlock means reporting restrictions are setup and you have access to any associated audio files or SMS messages for this number.                                                              Unlocked_Recording_120x45.png                
  • Red Padlock - means the number has restrictions on it, and you are unable to access the associated call recordings, voicemails or SMS messages for this number.                                          Locked_Recording_120x45.png

Historical reports and recordings for numbers that have been cancelled or deactivated will only be available for Admin users.

For more information on reporting restrictions and granting or restricting users access please see - Reporting Restrictions.

 

Filters

Date Filter - All standard reports come with the option of filtering by data. This defaults on every report to the last 7 days (including today). Filtering options can be accessed by clicking on LAST 7 DAYS from within the Outbound Calls menu. 
Date_Filters_230x275.png
 
Advanced Filters - If you need to filter reports on more specific options this can be done by selecting the following symbol, found next to the headings on the Outbound and Inbound Calls menus.
Filters_60x60.png
 
For more information on filtering reports by date please see this article: Filtering Reports By Date
For more information on advanced filtering options on reports please see this article: Filtering your Activity reports
 
 

Sorting

Sorting data is an integral part of data analysis. You might want to arrange a list of calls all from the same caller number or compile a list of calls that all went to the same answering point. Sorting data like this will help you quickly visualise and analyse the data. To do this click on any column heading to sort the data in that column.

Inbound Calls Column Headings -                        Inbound_Calls_Headings_1090x40.png

 

  • Up_Arrow_60x60.png Ascending Order - Clicking once on a column heading will show the data in ascending order and you will see an upward arrow next to the column heading.                                                   
  • Down_Arrow_60x60.png Descending Order - Clicking again on the column heading will sort the data in descending order and you will see a downward arrow next to the column heading.                                         

Clicking a third time will remove the sort on data in that column and will return to default. By default, the data will be arranged by date and time showing your most recent calls first.

 

Downloads

You can download all the information displayed in the Inbound and Outbound Call menus into a .csv file on your device.
This can be opened in spreadsheet editing software such as Microsoft Excel. This can allow you to run more advanced sorting and filtering options including formulas.
To download the report click on the below option. 
Download_60x60.png

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