Schedule Automatic Call Report Delivery via Email

Cloud Voice can build a call report on a schedule you choose and email it to a set of recipients. Each message contains a download link, and recipients can save the report as a CSV, XLS, PDF, or HTML file. This saves anyone from logging in to pull the same report by hand: for example, you can send a weekly queue-performance summary to a manager every Monday morning automatically. This page walks through creating one of these scheduled delivery tasks.

Before you begin

Your system email server must be configured and working, since Cloud Voice uses it to send the report emails.

Limitations

You can create up to 2000 scheduled report-delivery tasks.

Create a scheduled report

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to Reports and Recordings > Call Reports.

2. Open the Scheduled Reports tab and click Add Report.

   

   Note

   Cloud Voice rebuilt its CDR (Call Detail Record, the per-call log the system keeps) module in version 84.21.0.117, introducing a new data structure that displays call details more clearly and completely. After the upgrade, older CDRs and their associated report data are removed gradually according to your CDR Auto Cleanup setting. Until that cleanup finishes, new and historical data are kept apart and scheduled separately:

   • Use Add Report for data generated on version 84.21.0.117 or later.
   • Use Add Report (Legacy) for older, historical data.

   The steps below cover the new data. To schedule a report from historical data instead, start with Add Report (Legacy) and follow the equivalent prompts.

3. In the Report Data section, define what the report contains.

   

   1. From the Report Type drop-down list, choose the report you want to send.

      Note

      Some report names use standard telephony abbreviations:

      • IVR (Interactive Voice Response): the automated phone menu that plays prompts and routes callers based on the keys they press.
      • DID (Direct Inward Dialing): a phone number that sends an outside caller straight to a specific destination.
      • DOD (Direct Outward Dialing): the caller ID number presented to the person being called on outbound calls.
      • DDI (Direct Dial-In): the European term for a DID; the two mean the same thing.

   2. Set the time range the report should cover.

      Note

      When you apply more than one time-based filter, the report includes only the data that falls within the overlapping period.

   3. Set the report-specific filters that narrow the data. The filters available depend on the report you selected:

      Category	Report	Available filters
      Extension	Extension Call Activity	Extensions/Extension Groups; Organization; Communication Type
      Extension	Extension Call Statistics	Extensions/Extension Groups; Organization; Communication Type
      Accounting	Extension Call Accounting	Extensions/Extension Groups; Trunk; Organization
      Accounting	Extension Call Accounting Details	Extensions/Extension Groups; PIN Code; Organization; Trunk
      Call Activity	IVR Report	Type; IVR
      Call Activity	DID/Outbound Caller ID Activity	Trunk; DID; DOD; Communication Type
      Call Activity	PBX Call Activity	Trunk; Include internal calls; Communication Type
      Call Center	Agent Call Summary	Queue; Agent
      Call Center	Agent Login Activity	Queue; Agent
      Call Center	Agent Missed Call Activity	Queue; Agent
      Call Center	Satisfaction Survey Detail	Queue; Agent
      Call Center	Agent Pause Activity	Queue; Agent; Pause Reason
      Call Center	Agent Performance	Queue; Agent; Exclude Calls Abandoned within Xs
      Call Center	Queue AVG Wait & Talk Time	Queue
      Call Center	Satisfaction Survey	Queue
      Call Center	Queue Callback Summary	Queue
      Call Center	Queue Callback Activity	Queue; Callback Result
      Call Center	Queue Performance Activity	Queue; Exclude Calls Abandoned within Xs
      Call Center	Queue Performance	Queue; Exclude Calls Abandoned within Xs; Exclude Calls within Xs
      Call Center	Inbound Queue Activity Analysis	Queue; Wait Time Range; Time Range & Select Date; Exclude Calls Abandoned within Xs; Exclude Calls within Xs
      Call Center	Unreturned Missed Call Report	Call From; Call To; Call Destination; Missed Call Type; Callback Status; Exclude Calls Abandoned within Xs
      Call Center	Ring Group Statistics	Ring Group
      Call Center	Inbound Queue Logs	Queue; Communication Type; Call From; Queue Status; Answered Agent; Wait Time; Agent Answer Time; Talk Time; Pure Talk Time; Hold Time; Source Trunk; DID/DDI; Exclude Calls Abandoned within Xs; Exclude Calls within Xs
      Call Center	Agent Activity Analysis	Queue; Agent; Time Range & Select Date; Exclude Calls Abandoned within Xs; Exclude Calls within Xs
      Call Center	Inbound Queue Logs for Agent	Queue; Agent; Communication Type; Call From; Agent Last Call Status; Queue Status; Process Result; Wait Time in Queue; Agent Wait Time; Talk Time; Pure Talk Time; Hold Time; Source Trunk; DID/DDI; Exclude Calls Abandoned within Xs; Exclude Calls within Xs
      AI	AI Receptionist Call Activity	Receptionist
      AI	Transcription Usage Details	-

      Several filters carry a specific meaning:

      • Include internal calls: Choose whether internal call activity is counted (PBX Call Activity).
      • Time Range & Select Date: The period the report covers. If you combine it with other time-based filters, only the overlapping period is reported.
      • Wait Time Range: The interval used to group how long callers waited in the queue before reaching an agent.
      • Wait Time, Wait Time in Queue, Agent Answer Time, Agent Wait Time, Talk Time, Pure Talk Time, Hold Time: Duration filters. You can enter a plain number, a numeric range, or an operator (-, =, <, <=, >, >=). Talk Time includes hold time, while Pure Talk Time excludes it.
      • Exclude Calls Abandoned within Xs: A ring-duration threshold. Calls abandoned before this many seconds are left out of the report.
      • Exclude Calls within Xs: A talk-duration threshold. Calls that end before this many seconds are left out of the report.
      • Call From / Call To: The caller’s or callee’s number or name.
      • Call Destination: The type of destination an inbound call was routed to.
      • Missed Call Type: The category of missed call.
      • Callback Status: Whether the missed call was returned.
      • Process Result: The handling result for an abandoned or missed queue call.

   4. In the Choose Fields pane, move any columns you do not want in the report from the Selected box to the Available box.

4. In the Scheduled Info section, configure how and when the report is delivered.

   

   Setting	Description
   Name	A name that helps you recognize the task.
   Email Address	The recipients’ email addresses. You can add up to 10 addresses, separated by semicolons (;).
   Frequency	How often the report is sent: - Once: sent immediately after you save the task. - Daily: pick a time; the report goes out at that time every day. - Weekly: pick a day of the week and a time; the report goes out then each week. - Monthly: pick a day and a time; the report goes out on that day and time each month.
   Validity Period of the Download Link	How long the download link stays active. Once it expires, recipients can no longer download the report through the link.
   File Format	The download format: CSV, XLS, PDF, or HTML. For reports that have a Details view (such as IVR Report or Queue Performance), a PDF download omits the call details shown in that view.
   Duration Format	How all duration fields are displayed: Display in Second (s) or Display as HH:MM:SS.
   Include Details	Whether to download the list data only or include call details. If you include details, choose how they are delivered: Download data as multiple files/sheets, or Details are displayed as indented, offset rows within the same list. This option appears only for reports that contain call details, such as IVR Report or Queue Performance.
   Send Attachment	Optional. When enabled, the report file is attached directly to the email. Attachments in CSV, XLS, or PDF format do not include chart data.

   Caution

   Setting Frequency to Once sends the report the moment you click Save, not at a future time. If you are only testing the setup, be aware that every recipient in Email Address gets the email straight away. Choose Daily, Weekly, or Monthly when you want delivery to wait until the scheduled time.

5. Click Save.

Result

• The task is created and appears in the Scheduled Reports list.

  

• At each scheduled time, Cloud Voice sends the report to the recipients’ mailboxes automatically. You can also review what was sent from the Scheduled Logs tab.