Guides and Manuals

Reports

TELUS Business Connect is providing a new Reports tool which delivers a new layout, improved date controls, expanded reports filter and enhanced performance.

Activity

Reports Summary - account-wide report

  • Total Inbound and Outbound Calls
  • Number of Answered Calls
  • Number of Voicemail
  • Number of Missed Calls
  • Trend of Inbound Call Volume per selected time frame

Reports Summary - account-wide report

Call Queue Activity Report

Analysis of Selected Call Queues

  • Total Call Volume
  • Total Talk Time
  • Average Call Duration
  • Missed Calls
  • Time to Answer

Analysis of Individual Call Queues

  • Total Calls
  • Number of Answered Calls
  • Number of Missed Calls
  • Number of Voicemail
  • Average Call Duration
  • Average Time to Answer

Call Queue Activity Report

User Activity Report

Analysis of Selected Users

  • Total Call Volume
  • Average Number of Calls per User
  • Average Time Spent per User

Analysis of Individual User

  • Total Number of Calls
  • Number of Inbound Calls
  • Number of Outbound Calls
  • Number of Calls per Hour
  • Number of Calls per Day
  • Average Call Time

User Activity Report

Phone Number Activity Report

Individual Number

  • Total Call Count
  • Average Calls per Day
  • Average Inbound Call Duration

Phone Number Activity Report

Call Detail Report

  • To and From Number
  • Start Time
  • Call Direction
  • User Name
  • Call Queue Name
  • Dialed Number
  • Call Duration
  • Call Result

Call Detail Report

Export

Exporting a Previously Generated Report

Step 1

Log into your TELUS Business Connect account.

Step 2

Go to Reports.

Exporting a Previously Generated Report

Step 3

Select the Report that needs to be exported and then click GO.

Exporting a Previously Generated Report

Step 4

Click Export.

Exporting a Previously Generated Report

NOTE: The Export option is limited to the Call Detail tab only.

Exporting a Custom User Detail Report

Step 1

Log in to your TELUS Business Connect Account.

Step 2

Click Reports > Call Detail.

Step 3

Click EXPAND.

Exporting a Custom User Detail Report

Step 4

Under Users, select the Users whose Call Details you need to export.

Exporting a Custom User Detail Report

Step 5

Under Call Type, select whether to export Internal or External calls.

Exporting a Custom User Detail Report

NOTE: Internal calls refer to calls within your account only. External calls are the ones made to call your clients, suppliers or anywhere outside your account.

Step 6

Under Dialled Numbers, select the telephone numbers that need to be included in the report for and then click the Go button button.

Exporting a Custom User Detail Report

Step 7

Click SUBMIT.

Step 8

Click APPLY.

Exporting a Custom User Detail Report

Step 9

Click the Export button.

Exporting a Custom User Detail Report

FAQ

What type of Reports can be generated?

You can generate a summary of all call activities. You can also filter it down to the Call Queue Activity, User Activity and Phone Number Activity.

What type of calls are counted in the Calls Summary?

Incoming and Outgoing Calls are counted. Fax and extension-to-extension calls are not reported.

Can I export the report?

Export is limited to the Call Detail tab only.

What kind of customization I can done for a report?

Users can save customized views based on their filters and run those each time.

Does TELUS Business Connect offer real-time Reports?

Real time reports is not yet available.

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