Using Live Answer Reports

Content

ShoreTel Connect CLOUD Team Managers and Authorized Contacts can generate a Live Answer report for a location or for a group.

The initial Live Answer report includes the following:

NOTES:

Generating a Live Answer by Location Report

By default, the data displayed in the Live Answer report is for all external calls for all locations for the last week. You can select the date range for the report and you can choose to include external calls, internal calls, or both in the report.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Team menu, under Intelligence, click Live Answer.
  3. On the Live Answer page, in the Location list, select a location to generate a report for or select All to generate a report for all locations.
  4. Do one of the following to select the date range you want to include in the report:
    • In the Date Range list, select the date range you want to include in the report.
    • Click the calendar icon next to the From and To fields to select the first and last date to include in the report.
  5. In the Class list, select one of the following options:
    • Internal Only - to include only internal calls in the report
    • External Only - to include only external calls in the report
    • Both Internal and External - to include both internal and external calls in the report
  6. In the Days list, select the check box next to each day of the week you want to include in the report.
  7. To only include data within a certain time period each day, do the following:
    • In the Hours Starting list, select the time each day to begin including data in the report.
    • In the Hours Ending list, select the time each day to stop including data in the report.
  8. Click View Report.

    The Live Answer report for the selected location and date range is displayed.

Generating a Live Answer by Group Report

By default, the data displayed in the Live Answer by Group report is for only your external calls for the last week. However, you can generate a Live Answer by Group report for any group that you manage. You can also select the date range for the report and you can choose to include external calls, internal calls, or both in the report.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Team menu, under Intelligence, click Live Answer by Group.
  3. On the Live Answer by Group page, in the Group list, select a group to generate a report for.
  4. Do one of the following to select the date range you want to include in the report:
    • In the Date Range list, select the date range you want to include in the report.
    • Click the calendar icon next to the From and To fields to select the first and last date to include in the report.
  5. In the Class list, select one of the following options:
    • Internal Only - to include only internal calls in the report
    • External Only - to include only external calls in the report
    • Both Internal and External - to include both internal and external calls in the report
  6. In the Days list, select the check box next to each day of the week you want to include in the report.
  7. To only include data within a certain time period each day, do the following:
    • In the Hours Starting list, select the time each day to begin including data in the report.
    • In the Hours Ending list, select the time each day to stop including data in the report.
  8. Click View Report.

    The Live Answer report for the selected group and date range is displayed.

Viewing a Detailed Live Answer Report

You can view detailed Live Answer reports for Main Lines or Employees.

The following information is displayed in a detailed Live Answer report:

To view a detailed Live Answer Report:

The detailed Live Answer report is displayed.

  1. On the Live Answer or Live Answer by Group page, generate a Live Answer Report as desired.
  2. In the table at the bottom of the page, click one of the following:
    • Main Line - to view a detailed report for main lines
    • Employee - to view a detailed report for employees

    The detailed Live Answer report is displayed.

  3. (Optional) To change the information displayed in the report, do one of the following and then click View Report.
    • In the From and To fields, select a new start and end date.
    • In the Location or Group list, select a new location or group.
    • In the Type list, select Main Line or Employee.
    • In the Class list, select one of the following options:
      • Internal Only - to include only internal calls in the report
      • External Only - to include only external calls in the report
      • Both Internal and External - to include both internal and external calls in the report

Viewing a Phone Number-Level Live Answer Report

You can view a detailed, phone number-level Live Answer report for a specific phone profile.

The following information is displayed in a detailed, phone number-level Live Answer report:

To view a detailed phone number-level Live Answer report:

  1. On the Live Answer or Live Answer by Group page, filter the Live Answer Report as desired.
  2. In the table at the bottom of the page, click one of the following:
    • Main Line - to view a detailed report for main lines
    • Employee - to view a detailed report for employees

    The detailed Live Answer report is displayed.

  3. In the TN column, click the phone number of the profile you want to view a report for.

    The phone number-level Live Answer report is displayed.

  4. (Optional) To change the information displayed in the report, do one of the following and then click View Report.
    • In the From and To fields, select a new start and end date.
    • In the Class list, select one of the following options:
      • Internal Only - to include only internal calls in the report
      • External Only - to include only external calls in the report
      • Both Internal and External - to include both internal and external calls in the report

Related Articles

Using Business Intelligence Data
Using Talk Time Reports
Exporting Live Answer and Talk Time Reports
Using Call Activity Reports
Managing Report Subscriptions
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-31


Article: 000012023