How do I get a detailed report on incoming calls?

The Incoming Metrics option of the Contact Center App allows users to obtain information on the calls received. You can generate a detailed report on the total incoming calls received by your subordinates, teams, or yourself.

• In the Contact Center App of Apptivo, select the Reports tab from the App Header.

• You will be redirected to the Reports page. Here, select Incoming Metrics from the left panel.
• The Incoming Metrics page will appear.
• By default, the report will display the stats for the past year from the present date. Here you can obtain detailed data on incoming calls. It refers to the total number of incoming calls, answered calls, missed calls, and voicemails.

• With the Filter option, you can filter the report based on Employee/Team and Call Date. On clicking View Report, the data will be displayed according to your filter configuration.

Note: When a Superuser accesses the report, he can view the data of all the employees. When a Non-Superuser accesses the report, the user can see only the data of himself and his subordinates.