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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

Summary Report

Numbers Report

Number Logs

User Activity 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 duration, potentially putting your most productive users at the top.

User Activity Summary

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. Click a user to view their activity summary.

Total Call Volume

The total number of calls to and from the user.

Inbound Volume

The total number of calls to the user.

Outbound Volume

The total number of calls from the user.

Total Duration

The total amount of time (hh:mm:ss) the user was on calls.

Inbound Duration

The total amount of time (hh:mm:ss) the user was on inbound calls.

Outbound Duration

The total amount of time (hh:mm:ss) the user was on outbound calls.

Average Duration

The Total Duration divided by the Total Call Volume.

User Activity Details

This view provides a detailed log of each call to and from the selected user. 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. Additionally, the statistic widgets display call totals and aggregate statistics for the selected date range and search parameters.

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

From

Phone number that initiated the call.

To

Phone number that received the call.

Start Time

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

Answer Time

Date and time the call was answered.

End Time

Date and time the call ended.

Duration

Total time from when the call was answered to the end of the call.

Disposition

Outcome of the call.

Call Direction

Defines whether the call was inbound or outbound to the user's line.

Export Details

Exporting Phone Number Activity Reports allows you to download a spreadsheet (.csv) with a complete list of your Jive phone numbers and their corresponding call details from the selected date range. The exported rows will match the data in the online report.  The exported file will also preserve sort order and any applied filters.

 

1. Click [EXPORT] in the top right corner.

2. Open the .csv from your downloads.

 

When viewing your exported file, you’ll find two columns per each date/time column in the online view; there is one column in UTC and another in your local time zone.