Call history can be accessed directly on the desktop handset or via the Reports tab in the Jive User Portal. Each Jive-recommended handset include a call history of calls made, received, and missed. The Jive User Portal contains call logs indicating what calls were made, how long they lasted, and which extensions were used. Users can also view outbound vs. inbound reports, toll-free and long distance usage, and location of incoming calls based on country and state. Additionally, users can search by extension, phone number, specific calls, specific agents, etc. Call reports are customizable and include graphs and visual guides to make information readable at a glance.
Many agents are curious how many minutes they spent in a particular week or month, or the duration they spent with a particular telephone number. Likewise, supervisors can use this information for staffing planning, expansion, overall effectiveness, etc.