Advanced Statistics report types for BroadWorks

Zylinc Advanced Statistics can provide insight on many levels through multiple different reports about your BroadWorks system, each targeted towards a specific purpose in your organization.

A user IDs report is based on specific users.

It contains the following sortable columns of statistical data:

  • Total incoming

  • Incoming through redirection

  • Total answered

  • Total unanswered

  • Unanswered (no answer)

  • Unanswered (voicemail)

  • Unanswered (busy)

  • Unanswered (rejected)

  • Unanswered (failure)

  • Total redirected

  • Redirected (direct/unconditional)

  • Redirected (no answer)

  • Redirected (busy)

  • Redirected (other reason)

  • Average ring time (answered)

  • Ring time (answered)

  • Average ring time (unanswered)

  • Ring time (unanswered)

  • Average duration

  • Duration

  • Longest ring time for an answered call

  • Longest ring time for an unanswered call

  • Total outgoing

  • Outgoing total answered

  • Outgoing total unanswered

  • Outgoing unanswered (no answer)

  • Outgoing unanswered (busy/rejected)

  • Outgoing unanswered (failure)

  • Outgoing average ring time

  • Outgoing ring time

  • Outgoing average duration

  • Outgoing duration

  • Total calls in/out

  • Total average duration in/out

  • Total duration in/out

A departments report is based on relevant departments in your organization.

It contains the following sortable columns of statistical data:

  • Total incoming

  • Incoming through redirection

  • Total answered

  • Total unanswered

  • Unanswered (no answer)

  • Unanswered (voicemail)

  • Unanswered (busy)

  • Unanswered (rejected)

  • Unanswered (failure)

  • Total redirected

  • Redirected (direct/unconditional)

  • Redirected (no answer)

  • Redirected (busy)

  • Redirected (other reason)

  • Average ring time (answered)

  • Ring time (answered)

  • Average ring time (unanswered)

  • Ring time (unanswered)

  • Average duration

  • Duration

  • Longest ring time for an answered call

  • Longest ring time for an unanswered call

  • Total outgoing

  • Outgoing total answered

  • Outgoing total unanswered

  • Outgoing unanswered (no answer)

  • Outgoing unanswered (busy/rejected)

  • Outgoing unanswered (failure)

  • Outgoing average ring time

  • Outgoing ring time

  • Outgoing average duration

  • Outgoing duration

  • Total calls in/out

  • Total average duration in/out

  • Total duration in/out

A departments report is based on individual members of relevant departments in your organization.

It contains the following sortable columns of statistical data:

  • Total incoming

  • Incoming through redirection

  • Total answered

  • Total unanswered

  • Unanswered (no answer)

  • Unanswered (voicemail)

  • Unanswered (busy)

  • Unanswered (rejected)

  • Unanswered (failure)

  • Total redirected

  • Redirected (direct/unconditional)

  • Redirected (no answer)

  • Redirected (busy)

  • Redirected (other reason)

  • Average ring time (answered)

  • Ring time (answered)

  • Average ring time (unanswered)

  • Ring time (unanswered)

  • Average duration

  • Duration

  • Longest ring time for an answered call

  • Longest ring time for an unanswered call

  • Total outgoing

  • Outgoing total answered

  • Outgoing total unanswered

  • Outgoing unanswered (no answer)

  • Outgoing unanswered (busy/rejected)

  • Outgoing unanswered (failure)

  • Outgoing average ring time

  • Outgoing ring time

  • Outgoing average duration

  • Outgoing duration

  • Total calls in/out

  • Total average duration in/out

  • Total duration in/out

A hunt groups report is based on your organization's BroadWorks hunt groups.

It contains the following sortable columns of statistical data:

  • Total incoming

  • Answered by members

  • Unanswered by members

  • Average answer time

  • Average queue time unanswered/fallbacks

  • Average call duration time

  • Call duration time

  • Total fallbacks

  • Longest queue time (answered)

  • Longest queue time (unanswered)

An IVR report is based on specific Interactive Voice Response menus.

It contains the following sortable columns of statistical data:

  • Total incoming

  • Average call duration

  • Call duration

  • Total transferred

  • Not transferred

  • Transferred to ... (one column for each number that calls have been transferred to)

A call center report contains the following sortable columns of statistical data:

  • Total incoming

  • Total answered by agents

  • Total unanswered by agents

  • Average queue time - answered by agents

  • Standard deviation queue time - answered by agents

  • Average queue time - unanswered

  • Standard deviation queue time - unanswered

  • Average call duration

  • Average queue time - sent to overflow

  • Standard deviation queue time - sent to overflow

  • Total overflows

  • Answered within ...-... seconds (one column for each specified interval)

  • Unanswered/overflow within ...-... seconds (one column for each specified interval)

  • % service level ... seconds (one column for each specified service target)

  • Longest queue time for an answered call

  • Longest queue time for an unanswered/overflow call

  • Answered by ... (one column for each agent)

  • Overflow to ... (one column for each overflow/fallback)

A call center agents report contains the following sortable columns of statistical data for each relevant call center agent:

  • Answered

  • Average call duration
  • Standard deviation call duration
  • Total call duration
  • Longest call duration

A user IDs out report contains the following sortable columns of statistical data about individual users' outgoing calls:

  • Total outgoing

  • Total outgoing duration
  • National calls
  • National calls duration
  • Premium rate calls
  • Premium rate calls duration
  • Mobile calls
  • Mobile calls duration
  • International calls
  • International calls duration
  • % of all national calls
  • % of all premium rate calls
  • % of all mobile calls
  • % of all international calls
  • International calls specification (one column for each relevant country code)
  • Used

A user IDs out report contains the following sortable columns of statistical data about individual departments' outgoing calls:

  • Total outgoing

  • Total outgoing duration
  • National calls
  • National calls duration
  • Premium rate calls
  • Premium rate calls duration
  • Mobile calls
  • Mobile calls duration
  • International calls
  • International calls duration
  • % of all national calls
  • % of all premium rate calls
  • % of all mobile calls
  • % of all international calls
  • International calls specification (one column for each relevant country code, each field displays number of calls and total duration)
  • Used

Some of the reports contain data about standard deviation for answer time, etc. Such data can be highly valuable, but many people are unsure of the concept of standard deviation, so they may miss out on important aspects of a report. If you're in doubt about what standard deviation means, read our short explanation: Understand standard deviation.