Reports

General Information

On the Reports page of your project in Teliqon Autodialer Software, you can view up-to-date data for:

1. Call Detail Records (CDR) — technical call records that contain detailed information such as call time, duration, caller number, callee number, call status, and other parameters;

2. Campaign Statistics Report — a report that displays the results and performance metrics of campaign dialing activities;

3. Agent Statistics — a report that shows agent performance, including how much time an agent spent in each status and how many calls were handled and to which numbers.

The Reports section consists of three pages:

1. CDR;

2. Campaign statistics report;

3. Agent Statistics.

CDR

On the Call Detail Record (CDR) page, you can view detailed information about the calls that took place in your project within a specified time period.

The page contains the following sections:

1. At the top, there is a record management panel, which includes:

• a. Calendar - allows you to select a date range for filtering calls. After clicking the calendar icon, a pop-up window opens where you can select the start and end dates. To select a date, click on the numbers in the calendar. To cancel the selection, click outside the calendar window or press Reset date.

• b. To filter by the following parameters, use the dropdown selection menus. You can clear any applied filter by clicking the “x” icon:

1. Filter by Campaign Name

2. Filter by Lead List Name

3. Filter by Agent Groups

4. Filter by Agent Name

5. Filter by Disposition

6. Filter by Country

7. Filter by Feedback Status.

• a. Search Bar - provides a convenient way to search for calls by full or partial phone number. To use it, click inside the search bar, type the characters, and press Enter.

• b. Reset Filters Button - clears all filters.

• c. Download CDR Report Button - downloads the CDR report in .xlsx format.

• d. Record Limit Button - restricts the number of records displayed on the page.

Provides the following options:

• 10

• 15

• 25

• 50

• 100

8. The table with data on active campaigns consists of the following columns:

• e. Created At — displays the date and time when the call record was created.

• f. Campaign — indicates the campaign associated with the call.

• g. Lead List — shows the name of the lead list from which the call originated.

• h. Agent — specifies the name of the agent who handled the call.

• i. Name — displays the name of the lead or contact who was called.

• j. Country — identifies the country based on the lead’s phone number.

• k. Phone — contains the lead’s phone number.

• l. On Call Time — shows the total time spent in the call, including waiting and talking.

• m. Disposition — displays the call outcome status determined by the system (e.g., “no answer”, “busy”, “answered”, etc.).

• n. Play — a button used to listen to the call recording.

• o. Download — a button used to download the call recording.

Each call that has a recorded conversation can be played back or downloaded using the corresponding buttons in the table:

Campaign statistics report

On the Campaign Statistics Report page, you can view detailed information about the calls made within your project, broken down by campaigns and lead lists.

The page contains two separate tables: Calls Statistics i Leads Statistics.

Call statistics

It is important to note that in this table, call data is displayed according to the dates on which the calls took place.

The page contains the following sections:

1. At the top, there are buttons for switching between Call Statistics and Lead Statistics;

2. Below the navigation buttons, there is a record management panel, which includes:

• a. First Row - Filters:

  i. Calendar - allows you to select a date range for filtering calls. After clicking the calendar icon, a pop-up window opens where you can select the start and end dates. To select a date, click on the numbers in the calendar. To cancel the selection, click outside the calendar window or press Reset date.

ii. To filter by the following parameters, use the dropdown selection menus.

You can clear any applied filter by clicking the “x” icon:

1. Filter by Campaign Name

2. Filter by Lead List Name

3. Filter by Agent Groups

4. Filter by Agent Name

5. Filter by Country

6. Filter by Disposition

7. Filter by Feedback Status.

iii. Download CDR Report Button - downloads the report in chosen format.

iv. Report Format Toggle - switch between .xlsx or .csv formats for downloading the report.

• b. Second Row - Data Sorting and Grouping Options^

  i. Group by - combine rows with the same value.

  ii. Order by - sort results by the selected field.

  iii. Sort Order Dropdown - choose ASC (ascending) or DESC (descending).

  iv. View Mode Toggle - switch the page display between table view and simple view.

3. The table with Calls Statistics data consists of the following columns:

• c. Date / Campaign / Lead List / Status (default)

• d. Calls Count — total number of calls

• e. % — percentage of the total number of calls (depends on the reporting context: if filtered by all calls for a selected time period, the percentage will reflect that total; if filtered by all campaigns within a specific date, the percentage will be calculated accordingly)

• f. Leads Count — number of leads within the campaigns

• g. Duration — total call duration

• h. On Call Time — total time spent in call connection (including ringing, hold, etc.)

• i. Talk Time — total time spent directly speaking with the lead

• j. Avg On Call Time — average call duration

• k. Calls / Hour — number of calls made per hour

• l. Talk Time / Hour — total talk time measured per hour

Lead Statistics

It is important to note that in this table, call data is displayed according to the dates on which the lead lists were created..

The page contains the following sections:

1. At the top, there are buttons for switching between Call Statistics and Lead Statistics;

2. Below the navigation buttons, there is a record management panel, which includes:

• a. First Row - Filters:

  i. Calendar - allows you to select a date range for filtering calls. After clicking the calendar icon, a pop-up window opens where you can select the start and end dates. To select a date, click on the numbers in the calendar. To cancel the selection, click outside the calendar window or press Reset date.

ii. To filter by the following parameters, use the dropdown selection menus.

You can clear any applied filter by clicking the “x” icon:

1. Filter by Campaign Name

2. Filter by Lead List Name

3. Filter by Agent Groups

4. Filter by Agent Name

5. Filter by Country

6. Filter by Disposition

7. Filter by Feedback Status.

iii. Search Bar - provides a convenient way to search for calls by full or partial phone number. To use it, click inside the search bar, type the characters, and press Enter.

iv. Reset Filters Button - clears all filters.

v. Download CDR Report Button - downloads the report in choosen format.

vi. Report Format Toggle - switch between .xlsx or .csv formats for downloading the report.

• b. Second Row - Data Sorting and Grouping Options^

  i. Group by - combine rows with the same value.

  ii. Order by - sort results by the selected field.

  iii. Sort Order Dropdown - choose ASC (ascending) or DESC (descending).

  iv. View Mode Toggle - switch the page display between table view and simple view.

3. The table with Lead Statistics data consists of the following columns:

• a. Date / Campaign / Lead List / Status (default)

• b. Calls Count — total number of calls

• c. % — percentage of the total number of calls (depends on the reporting context: if filtered by all calls for a selected time period, the percentage will reflect that total; if filtered by all campaigns within a specific date, the percentage will be calculated accordingly)

• d. Leads Count — number of leads within the campaigns

• e. Duration — total call duration

• f. On Call Time — total time spent in call connection (including ringing, hold, etc.)

• g. Talk Time — total time spent directly speaking with the lead

• h. Avg On Call Time — average call duration

• i. Calls / Hour — number of calls made per hour

• j. Talk Time / Hour — total talk time measured per hour

Agent Statistics

It is important to note that in this table, call data is displayed according to the dates on which the lead lists were created.

The page contains the following sections:

1. At the top of the page, there are toggle buttons for switching between the Worktime and Calls views.

2. Below the toggle buttons, there is a control panel for managing the records.

Worktime

This section provides the following control panel:

1. First row - Filters:

• a. Calendar - allows you to select a date range of agent activity for filtering. After clicking the calendar icon, a pop-up window opens where you can select the required dates. To select dates, click the numbers on the calendar and choose a start and end date. If you change your mind, you can close the calendar by clicking outside of it or reset the selection by clicking “Reset date”.

• b. To filter by the following parameters, use the corresponding drop-down lists. You can clear a selected filter by clicking the “X” icon:

  i. Filter by campaign name;

  ii. Filter by agent groups;

  iii. Filter by agent name;

  iv. Filter by agent status.

• c. Reset all flters button;

• d. Download report button;

• e. Report format toggle: XLSX or CSV.

2. Second row - Data sorting and grouping rules:

• f. Group by - groups rows by the same value;

• g. Order by - orts the results by the selected field;

• h. Sort order selector - ASC or DESC;

Below the control panel is a table that displays information about the time agents spent in specific statuses:

The table contains the following columns:

3. Date / Campaign / Agent / Worktime (default);

4. Calls Count - the number of calls;

5. Duration - the total time spent in the status;

6. % - the percentage of the total number of calls (depends on the selected aggregation: for all calls within a specific time range, the value will be one; for all campaigns processed on a specific date, the value will be different);

7. Events Count - the number of status changes;

8. Avg Duration - the average time spent in the status

Calls

In this section, the following toolbar is available:

1. First row-- Filters:

• a. Calendar - Allows you to select a date range for filtering calls. Click the calendar icon to open a popup window, then select the start and end dates. If you change your mind, you can close the calendar by clicking outside the popup or reset the date by clicking “Reset date.”

• b. A lot of filters – you can filter by the following parameters. To clear a selected filter, click the “x”:

  i. Campaign Name

  ii. Lead List Name

  iii. Agent Groups

  iv. Agent Name

  v. Mobile Number Country

  vi. Call Status (Disposition)

  vii. Feedback Status

• c. Reset Filters Button: Clears all applied filters.

• d. Download Report Button

• e. Report Format Toggle: Choose between XLSX or CSV for the downloaded report.

2. Second row - Data sorting and grouping rules:

• f. Group by - groups rows by the same value;

• g. Order by - orts the results by the selected field;

• h. Sort order selector - ASC or DESC;

The table below the toolbar contains detailed information about agent activity and call records:

The table contains the following columns:

1. Agent / Status (default)

2. Calls Count - Number of calls

3. % - Percentage of total calls (depends on the chosen scope; e.g., all calls within a specific period or all campaigns on a specific date)

4. Leads Count - Number of leads in campaigns

5. Duration - Call duration

6. On Call Time - Time spent actively on calls

7. Talk Time - Time spent speaking

8. Avg On Call Time - Average duration per call

9. Calls/Hour - Number of calls per hour

10. Talk Time/Hour - Speaking time per hour