Detailed call reporting is accessible by the account Operator and Department Managers and is exported to a CSV (Comma Separated Values) format that can be sorted, filtered, and formatted using Excel or other spreadsheet and database programs.   

These reports will display the following types of data:

• Date:  Day of call record
• Time:  Time of call record. Format is “hour:minute:second” with hour being on a 24 hour clock
• Direction:  Inbound or outbound call
• Call Result:  Completed, NAD (no answer destination), Abandoned (the caller hung up before being answered), Voicemail (the caller pressed # to go directly to voicemail)
  
• Call From:  On inbound calls, this is who is calling. On outbound calls, this is who made the call
• Call To:  On inbound calls, this is the call destination (the user, department, or user within the department). On outbound calls, this is the number called
• Talk Time:  Length of call. Format is “hour:minute:second”
• DID Dialed: The Aptela number dialed on inbound calls
  

Running Reports
To access reports, log in to the application as the account Operator. Once you login, scroll to the bottom of the first page and look for a box titled “Reports”. Select the date range (you can pull call detail for six months) and click on “show”. Depending on your browser and settings, you may be prompted for a location to save the report on your computer. 

Processing Reports
Aptela provides an Excel Macro that will format the data into some common data sorts and summary data. The Macro and directions on using the Macro can be found here.

Queue Reports
Department and Queue managers can also run reports to manage activity for their teams. To access these reports, the managers click on the Queue option in the navigation bar and then look for the "Reports" link. Reports can be run for various date ranges and will also be delivered in a CSV format.