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Call Reports

This feature is in BETA. To submit feedback, please send comments to cr-feedback@logmein.com.

Jive Call Reports is powerful tool that generates detailed analytics and key performance indicators (KPI) for all calls handled by your system. With this data, you can quickly assess your operations and make changes to staffing or procedures.

Note: Data is from the last 90 days of call activity.

Access Call Reports

Permissions Required
In order to access Jive Call Reports, you must have view reports or super admin permissions given to you by a system admin.

1. Go to my.jive.com/cr.

2. Enter your Email Address (JiveID) and Password.

3. Click [LOGIN].

Tip: Click [Sign in with Google] or [Sign in with Microsoft] to log in with single sign-on (SSO). For this to work, your JiveID must match your Google or Office 365 email address respectively (contact a system admin for assistance).

4. Click the report you would like to view in the top Call Reports navigation menu.

Summary Report

This tab provides a quick breakdown of calling activity on your system to identify any trends. By analyzing call volumes, you can see the effectiveness of a campaign, understand spikes in calls, or see what days and times have greater staffing needs.

Tip: Hover your cursor over graphs to view additional information.

Total Talk Time

Total number of minutes users were on calls.

Total Call Volume

Total number of inbound and outbound calls.

Average Talk Time

Average number of minutes users were on a call.

Call Breakdown

Total number of all by type (inbound, outbound, toll-free, as well as calls sent to voicemail).

Tip: Click the call types at the bottom to display/hide line charts.

Numbers Report

This tab provides call activity for every phone number that has interacted with your systems, including those you own. By looking at call volume by phone number, you can see which numbers are creating and handling the most call traffic.

Tip: Click column headings to sort table data or enter your search criteria (phone number, name, or subset of numbers) in the search bar. You can add multiple search parameters to narrow your results even more.

Phone Number

Internal phone numbers on your system (these are the phone numbers you own).

Total Call Volume

Total number of inbound and outbound calls on the phone number.

Inbound Volume

Total number of inbound calls on the phone number.

Outbound Volume

Total number of outbound calls on the phone number.

Total Talk Time

Total number of minutes users were on calls using this phone number.

Inbound Talk Time

Total number of minutes users were on inbound calls to this phone number.

Outbound Talk Time

Total number of minutes users were on outbound calls from this phone number.

Average Talk Time

Average number of minutes users were on a call using this phone number.

Number Logs

This tab provides a detailed log of each call to and from your phone numbers. Each entry shows information specific to an individual call—who was it with, when did it happen, who initiated the call, and how long it lasted.

Tip: Click column headings to sort table data or enter search criteria (phone number, name, or subset of numbers) to find the data you need. You can add multiple search parameters to narrow your results even more.

A single call could show up in multiple filter results. For example, calls that are first handled by an auto attendant, then routed to a call queue, and then finally sent to voicemail, will be separated into three call legs. Each leg will appear as an individual call occurrence.

Phone Number

Internal phone numbers on your system (these are the phone numbers you own).

To

Phone number that received the call.

From

Phone number that initiated the call.

Time

Date and time the call occurred. The time zone matches your browser’s time zone. Exported data displays data in both the local and GMT time zones for easier consumption.

Talk Time

Duration of the call (in minutes).

Call Direction

Defines whether the call is inbound or outbound.

Users Report

This tab provides call activity for each user. These high-level, user-specific numbers can serve as a good starting point for determining employee performance or training opportunities. By default, results are sorted by total talk time, potentially putting your most productive users at the top.

Tip: Click column headings to sort table data or enter search criteria (phone number, name, or subset of numbers) to find the data you need. You can add multiple search parameters to narrow your results even more.

User Name

User associated with the call data.

Total Call Volume

Total number of inbound and outbound calls for the user.

Inbound Call Volume

Total number of inbound calls for the user.

Outbound Call Volume

Total number of outbound calls for the user.

Total Talk Time

Total number of minutes the user was on calls.

Inbound Talk Time

Total number of minutes the user was on inbound calls.

Outbound Talk Time

Total number of minutes the user was on outbound calls.

Average Talk Time

Average number of minutes the user was on a call.

User Logs

This tab provides a detailed log of each call to and from your users. Each entry shows information specific to an individual call—who was it with, when did it happen, who initiated the call, and how long it lasted.

Tip: Click column headings to sort table data or enter your search criteria (phone number, name, or subset of numbers) in the search bar.

A single call could show up in multiple filter results. For example, calls that are first handled by an auto attendant, then routed to a call queue, and then finally sent to voicemail, will be separated into three call legs. Each leg will appear as an individual call occurrence.

User Name

User associated with the call.

To

Phone number that received the call.

From

Phone number that initiated the call.

Time

Date and time the call occurred. The time zone matches your browser’s time zone. Exported data displays data in both the local and GMT time zones for easier consumption.

Talk Time

Duration of the call (in minutes).

Call Direction

Defines whether the call was inbound or outbound.

Like other Jive products and features, our developers are continually working to improve the Call Reports app. Through the end of the year, our goal is to add more features and functionality to fit your business needs. If you’d like to stay in the know, check this page for updates future features and implemented ones.

This section is for information purposes only.

Future Features

  • Scheduled reports
  • Call recording playback from reports
  • User-centric call reports (not just call legs involving an extension)
  • Visual graphs
  • Agent Performance Report
  • Ability to access/export up to 13 months of data

Current Features

  • Summary dashboard with high level graphs
  • Users dashboard that shows rolled up numbers of individual users
  • Numbers dashboard that shows rolled up numbers of individual numbers
  • Call Logs page
  • Exports for all reports

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