If you’re a business owner researching hosted VoIP solutions for the first time, you undoubtedly have a lot of information to digest. However, just the fact that you have found interest in hosted VoIP, and you’ve come across the FreedomIQ Hosted VoIP Blog, shows that you are headed in the right direction with your VoIP phone system purchase.
This post will not cover all of the reasons a hosted VoIP PBX may be the right fit for your business, if you’d like to access that information check out our hosted VoIP PBX section. Instead, this blog will focus on one very attractive feature which FreedomIQ offers and many other hosted VoIP providers do not, advanced call reporting.
The visual call reports offered through the FreedomIQ Hosted VoIP PBX are second to none, as all the technology has been developed and refined in-house. With a FreedomIQ hosted VoIP system you’ll be able to clearly see and review every call taking place within your business. You can view explanations and slides on how FreedomIQ visual call reports work below.
If these images are too small for you, or if you would like more information, please feel free to contact a FreedomVoice representative by filling out the short form in the sidebar. You can also download a PowerPoint on our Advanced Call Reporting here. Please wait at least 30 seconds for the PowerPoint to download.
Slide 1
Here we are at the WebLINK home page. The WebLINK Internet Control Panel lets you manage your FreedomIQ hosted VoIP PBX from any computer that has Internet access.
Slide 2
Now let’s take a look at the calls tab so we can see what is going on in this company. You can see that this information was captured in the morning. When we click on each of these individual bars we can see how many calls came in at what time. We can also see how long the call lasted, the extension the call went to, the type of call, and the phone number.
Slide 3
If we click on this bar we see that 73 calls came in at 7:00am.
Slide 4
If we click on this bar we see that 153 calls came in at 8:00am.
Slide 5
Here we can see that 29 phone calls came in at 6:00am. If I want to see who called at 6:00am, I can click on the bar and get that information. That information will appear below.
Slide 6
Let’s say that I want to look at my calls from yesterday. All I have to do is click on this drop-down and pick the date range I would like to see calls from, then click apply, and that information will be populated.
Slide 7
Here is a historical report on all calls from yesterday. You of course have the ability to pick any date rage you would like to see and it will display.
Slide 8
You have the ability to click on any of these call periods to see how many calls came in at what time and the corresponding call information. Here you can see that the highest call traffic came in to this hosted VoIP system at 10:00am, totaling 223 calls. That may be a good time to make sure you have extra staff on hand to answer phones.
Slide 9
Now let’s check out the mailbox reports. Mailboxes are the extensions that your employees have in your business. The orange bars symbolize the amount of calls each mailbox has gotten.
Slide 10
Here we see a good example of group extensions. Group extensions are usually two digits and personal extensions are three digits. This extension is for a companies sales extension. We can see that this sales extension received over 200 calls yesterday.
Slide 11
Here is an example of a companies client services extension, they received 172 calls here. If you click on any one of these extensions a list of the calls will populate below.
Now we can clicks on the missed calls section and see how many of these calls were taken and how many were missed.
Slide 12
Now missed calls means calls that went to voicemail. They didn’t get abandoned they just went to the hosted VoIP voicemail and missed a live body. By clicking on any of these extensions you can populate a list of all the missed calls that extension received.
Slide 13
Here is a look at the sales department again. If you recall, they had 204 calls. Here we see that only 22 of those calls went to voicemail out of 204 calls. If I want to look at those calls to make sure they were all followed up on I can click on the bar and view that information below.
Slide 14
I can look at any of these employees and see all of their call activity. For instance, extension 801 missed four calls. You can see the numbers of the callers he missed below the extension.
You can pull these hosted VoIP PBX call reports at anytime and send them to anyone you want.
Slide 15
Here is the status report. This allows me to see what these employees are doing in real time, whether they are working from the office or remotely. I can tell if they are logged in or logged out and I can tell if they are on a call and how long they have been on a call.
Slide 16
Here we see that this employee is on a call with a number with a 760 area code. This employee has been on the call for 5.7minutes so far. Here we see a button that says “Monitor Call.” If I click this button I can listen in on this employee’s call to gauge his performance. This employee and the caller will not know that I am listening in.
Slide 17
The next item that we are going to take a look at is the employee scheduler.
This is a powerful tool which allows you to create an optimal schedule for your employees using the hosted VoIP PBX. This tells you if you are taking or missing calls and it shows you if you are overstaffed or understaffed. The area on the left shows you that this business had 604 calls total today. Out of those 156 calls were missed. You can see that a lot of those calls were missed first thing in the morning before 9am. This is a valuable business feature with much more to it. If you would like to learn more please request a consultation.
Slide 18
Now we are going to take a look at DID calls.
This gives me the ability to pull custom reports on inbound calls and outbound calls. I can also do advanced filtering on all this information.
Side 19
The next area we’ll look at is the review calls section. Now keep in mind that the review calls section involves an additional monthly charge . However, most of our customers see this as being one of the most valuable features.
The review calls area gives you access to recordings of all outbound and inbound calls which take place in the organization. You can have conversations recorded for whatever extension you want. You can also not have certain conversations recorded, if for instance you decided you didn’t want to have upper managements conversations recorded for some reason that would be OK.
In the case of FreedomVoice, our organization is 100% dedicated to customer service. We monitor a significant amount of calls to ensure the customer is getting a quality experience. Also, the ability to review calls lets you resolve disputes.
In addition, you can transfer calls, keep recording, and have that information reflected in the reports.
Slide 20
Here is an example of how the call plays back. All you have to do is click on the listen button and this box will pop up and play back the call that took place. When you’re done simply click the close button and you will be taken back to the main screen.
This concludes the presentation. Thanks for taking a look at the advanced call reporting features of the FreedomIQ hosted VoIP system!
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