eVoice Account Manager: Usage: Analytic Reports

Analytic Reports

1. Log into your eVoice Account Manager
2. Select Usage on the top bar
3. Click Analytic Reports 

Analytic Reports is an information-rich reporting tool that provides business analytics. This add- on feature allows you to keep track of call trends and traffic-distribution information. Allowing you to make better informed decisions about marketing campaigns and resource allocations,

How to use Analytic Reports:

• Overview
• Inbound Numbers
• Call Outcome
• Call Origination
• Call Termination
• Custom

Overview

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane: Click Overview. The Overview page appears, displaying the account name and (for the period indicated, which defaults to the prior month):
   • The total number of calls that came in
   • The total―and average―duration times of those calls

Graph/Table	Description
All Calls	This  line graph depicts the number of inbound calls made daily. (Hover your cursor over the graph to see each day's quantity of calls—and/or click the Hourly, Weekly, or Monthly button to see that information.)
Time Distribution	This bar graph depicts which times of the day that calls came in. (Hover your cursor over the graph to see each hour's number of calls.)
Day-of-the-Week Distribution	This bar graph depicts the number of inbound calls made each day. (Hover your cursor over the graph to see each day's number of calls.)
Date/Calls Unique Caller	The table replicates information shown in the Day-of-the-Week bar graph, accompanied by a Unique Caller circle graph that  depicts the percentage of calls with unique IDs compared to that of repeat callers.
All Calls	This table states the date and time of all inbound calls, as well as: Where they came from (i.e., the originating home/office/cell numbers) and ended (i.e., terminating numbers) The eVoice inbound (i.e., service) numbers that facilitated the calls Their duration (in minutes and seconds)

3. In addition, you can:

• Enter (or click the calendar icons to select) a different time period for displaying the information—then, click Apply to set it.
• See a specific user's information by clicking his or her name under Users in the left navigation pane. 
• For the tables:
  • Click a header to sort its column information in ascending or descending order.

Inbound Numbers  

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane: Click the General link, then Inbound Numbers. The Inbound Report page appears, displaying the account name and (for the period indicated, which defaults to the prior month):
   • The total number of calls that came in
   • The total―and average―duration times of those calls

  ...as well as:

• A Daily (by default) line graph depicting calls made to all inbound numbers (Hover your cursor over it to see a specific day's inbound-number information—and/or click the Hourly, Weekly, or Monthly button to view that particular information.)
  
  
• Two report tables...
  
  • ...the first of which states:
    
    • Each day/date that an inbound number was called
    • The quantity of calls made to that number that day
    • That number's % Total Calls (i.e., its overall percentage compared to all other calls made within the indicated time period), as well as its % Calls for the Day (i.e., its daily percentage compared to other numbers called that same day)
      
      
  • ...the second of which states the total number of calls made to—and the comparative percentages of—each service number
    
    
• A pie chart depicting the service-number call quantities and percentages (Hover your cursor over it to see the top five [if any]—as well as the remaining—numbers' information.)

      3. In addition:

• To display report information for:

A Specific User	Click his or her name under Users in the left navigation pane. The page refreshes accordingly.
A Specific Service Number (or Numbers)	Click the Service Number drop-down arrow at the top of the page, check the box(es) of the number(s) you want to view, then click the Apply button (to the right). The page refreshes accordingly. TIP: If the numbers you want to view are not readily visible in the menu, then: In the Search textbox, enter a full or partial string of the numbers (the list auto-searches accordingly). Then, check the box(es) of the numbers you want to view, and click the Apply button. The page refreshes accordingly.
A Different Time Period	Enter (or click the calendar icons to select) the beginning and ending dates. Then, click the Apply button to set it

• For the table, you can:
  • Click the Days of Call, Service Number, and/or Calls header(s) to sort their column information in ascending or descending order.

Call Outcome 

To view or generate report information that shows that shows how incoming calls turned out: 

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane: Click the Call Outcome. The Call Outcome page appears, displaying the account name and (for the period indicated, which defaults to the prior month):
   • The total number of calls that came in
   • The total―and average―duration times of those calls

  ...as well as:

• A Daily (by default) line graph depicting the number of calls made, not answered (i.e., sent to voicemail), and abandoned (Hover your cursor over it to see a specific day's call-outcome information—and/or also click the Hourly, Weekly, or Monthly button to view that particular information.)
• A table stating:
  • Each type of call outcome
  • The total number of calls for each
  • Their comparative percentages

      3. In addition:

• To display report information for:

A Specific User	Click his or her name under Users in the left navigation pane. The page refreshes accordingly. (NOTE: If the user has more than one service number, then information for all of them is shown.)
A Different Time Period	Enter (or click the calendar icons to select) the beginning and ending dates. Then, click the Apply button to set it.

• For the table, you can:
  • Click the Call Outcome and/or Calls header(s) to sort their column information in ascending or descending order

Call Origination

To view or generate report information that shows where callers are dialing from: 

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane:  Click Call Origination. The Call Origination page appears, displaying the account name and (for the period indicated, which defaults to the prior month):
   • The total number of calls that came in
   • The total―and average―duration times of those calls

  ...as well as:

• A Daily (by default) line graph depicting the number of  calls made from various states (Hover your cursor over it to see a specific day's call-origination information—and/or also click the Hourly, Weekly, or Monthly button to view that particular information.)
• A table stating all calls made (from the highest number, down) from various states (NOTE: If N/A displays in the State column of the table, it denotes uncompleted calls due to carrier issues and/or network errors.)
• A pie chart depicting the states' quantities and percentages of calls (Hover your cursor over it to see the top five [if any]—as well as the remaining [i.e., Other]—states' information).

      3. In addition:

• To display report information for:

A Specific User	Click his or her name under Users in the left navigation pane. The page refreshes accordingly.
A Specific Originating Number (or Numbers)	Click the Originating Number drop-down arrow, check the box(es) of the numbers you want to view, then click the Apply button (to the right). The page refreshes accordingly.  TIP: If the numbers you want to view are not readily visible in the menu, then:  In the Search textbox, enter a full or partial string of the numbers (the list auto-searches accordingly).  Then, check the box(es) of the number(s) you want to view, and click the Apply button. The page refreshes accordingly.
A Different Time Period	Enter (or click the calendar icons to select) the beginning and ending dates. Then, click the Apply button to set it.

• For the table, you can:
  • Click the Group Results By drop-down arrow to select (add) city and/or calling-area (i.e., area code) information.
    • Since at least one variable must be indicated, State information displays by default. (But once you select another variable, you can delete it, if you wish). NOTE: Clicking a state's link in the table report reveals a drilled-down report that reveals city and calling-area information.
    • If State is the only variable, and some calls have an international origin: Then, INTL will appear in the State column―and the City and Calling Area columns will be left blank.
  • Click the State, City, Area Code, and/or Calls header(s) to sort their column information in ascending or descending order.

Call Termination

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane:  Click to Call Termination. The Call Termination page appears, displaying the account name and (for the period indicated, which defaults to the prior month):
   • The total number of calls that came in
   • The total―and average―duration times of those calls

  ...as well as:

• A Daily (by default) line graph depicting the number of calls made to various destinations (Hover your cursor over it to see a specific day's destination information—and/or also click the Hourly, Weekly, or Monthly button to view that particular information.)
• A table stating 
  • The  particular destinations called (NOTE: If N/A displays in the Destination column of the table, it denotes uncompleted calls due to carrier issues and/or network errors.)
  • The quantity of calls made to these destinations, per indicated terminating number
  • Call outcomes and comparative percentages, per terminating number
• Two pie charts depicting the
  • Called destinations, by state,  quantity, and percentage (Hover your cursor over it to see the top five [if any]—as well as the remaining [i.e., Other]—destinations' information.) NOTE: If any N/A destinations are shown in the "top five" of the table report, they are skipped over (i.e., not shown) in this pie chart.
  • Call destinations, by terminating number and percentage (Hover your cursor over it to see the top five [if any]—as well as the remaining [i.e., Other]—terminating-numbers' information.)

      3. In addition:

• To display report information for:
  • A Specific User - Click his or her name under Users in the left navigation pane. The page refreshes accordingly.
  • A Specific Terminating Number (or Numbers) - Click the Terminating Number drop-down arrow, check the box(es) of the numbers you want to view, then click the Apply button (to the right). The page refreshes accordingly. TIP: If the numbers you want to view are not readily visible in the menu, then a) In the Search textbox, enter a full or partial string of the numbers (the list auto-searches accordingly). b) Then, check the box(es) of the number(s) you want to view, and click the Apply button. The page refreshes accordingly.
  • A Different Time Period - Enter (or click the calendar icons to select) the beginning and ending dates. Then, click the Apply button to set it.

• For the table, you can:
  • Click the Group Results By drop-down arrow to select (add) terminating-number information.
    • Since at least one variable must be indicated, Destination information displays by default. (But once you select Terminating Number, you can delete it, if you wish). NOTE: Clicking a destination's link in the table report reveals a drilled-down report that reveals terminating-number information.
    • If BLANK displays in the Terminating Number field, it means calls were sent directly to voicemail (and signifies that no outbound calls were made).
  • Click the Destination, Terminating Number, Calls, Answered, Not Answered, Abandoned, Busy, and/or Other header(s) to sort their information in ascending or descending order.

Custom

To create number/call reports customized to your business needs:

1. Click the Usage tab under the eVoice header, then the Analytic Reports button. The Usage > Analytic Reports page appears.
2. In the left navigation pane: Click the General link, then Customizable. The Customizable Call Table page appears (displaying the name of the account).
   1. Enter (or click the calendar icons to select) a time period (it defaults to the prior month) for displaying the information, then click the Apply button to set it.
   2. In the Show menu:

• Click the X of any component that you don't want on the report. (By default, they all display: Date, Originating Number, Calling Area, Service Number, Duration, Terminating Number.)
• OR: For any that you don't see, click the Show drop-down arrow, and select what you want on the report.

     3. Then:

• If there's any information to report for the time period you indicated, the page auto-refreshes as you select the components. (Otherwise, you will still see Page 1 of 1 (0 results).)
• To have the same component selection appear on this page the next time you log in: Click the Save Template button (then Yes at the prompt, to confirm). (NOTE: Only the components last selected are saved.)