How to examine the call logs for call patterns

As you become mor familiar with the HTCCS you will begin to understand it can be a valuable business planning tool. You may have a decline in one aspect of your business; or a particular product line and marketing campaign is coming to an end; and you want to see a graph of the activity on the phones used for this are. Using the call reporting and logging interface, detailed call statistics can be produced.

Your organisation is running a special campaign, an advertising feature, outbound/inbound telephone sales, etc and you're being told you need more people to deal with the call volume. By running a call log report you can quickly see the peaks and troughs in the call activity. Using this information, you may decide that the solution is not necessarily more personnel, it may be better resolved by implementing a new IVR or by altering the frequency of the oubound activity.

By using the Call Log Search facility, detailed figures will assist you in making an informed decision on how best to utilise your personnel, your IT & Digital IP Telephony systems and the overall management of your campaigns.

Call Log Search

Your HTCCS device is currently configured to log all calls, both inbound and outbound and you can easily search for any number using the Reports section of the HTCCS.

Searching on any web based system is a skill in its own right, so play around with the Reports Search facility until you understand how it works. Use the instructions below to understand the basic principals of searching the call logs.

Further Detailed Analysis

By chossing to export the call data to CSV format. The data can then be opened in Excel® and further analysed, as required.