The Cloud Communications Experts

Reporting Feature

Call Reporting Feature

The reporting feature provided by APEX’s solution with Fonality is completely customizable and very extensive, making it an extremely attractive feature to managers with a wide range of needs.

With a solution from APEX, the reports that will be made available to you depend on the type of solution your business selects.

Types of Reports

APEX provides solutions with two different types of reports:

  • Call Detail Reports (CDR)
  • Automatic Call Distribution (ACD)

Call Detail Reports (CDR)

All of APEX’s solutions come standard with a CDR interface that enables you to easily track calls of various types and create reports.

Call Detail Reports allow you to Track Calls by Type:

  • Inbound
  • Outbound
  • Interoffice

And filter your reports by criteria such as:

  • Date
  • Who the call is from
  • Who the call is to
  • Extension

What You’ll See With CDR

When accessing CDR, the interface looks like the following:

CDR Interface

This is what a completed report may look like:

Example of Completed CDR

If you need more extensive reporting than what is available with Call Detail Reports, APEX has a solution for that too.

Automatic Call Distribution (ACD)

With Call Center Edition from APEX with Fonality, you will have access to expanded reporting through Automatic Call Distribution reports.

Features of ACD:

  • Select specific agents to report on
  • Get reports on Abandoned vs. Completed Calls
  • Call distribution by hour, day, weekday, or month

Having these types of reports makes it easier for you and your managers to boost productivity and efficiency

  • Identify at a glance what time of the day, week, or month you receive the highest call volume
  • Determine accurately the time’s when you are over or under staffed
  • Help managers determine optimal times to start/stop shifts for agents or scheduling breaks such as lunch
  • Recognize which employees are making adequate use of their time on the phone
  • Make it a simple click for employees to respond to abandoned calls

With powerful reporting such as this, there is no reason your business won’t be ready to answer every call it receives in both a timely and adequate fashion.