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.
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.
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 -
This means there is a call recording associated with this call.
This means there is an unplayed voicemail associated with this call. 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.
For more information, please see - Reporting Restrictions.
The date of the call in AEST.
The time of the call in AEST.
The length of the call.
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
|The phone number that the call was made to.
|The phone number of the caller. This will include country and area codes.
For more information, please see - How to add an IVR
There are 4 different statuses that will be displayed -
The call was answered or forwarded to an external number.
The call was not answered. It has been sent to a voicemail or Hang Up widget.
The call was not answered. It has either timed out in a queue or the extension was unavailable.
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.
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.
- 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.
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.
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 -
- 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.
- 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.