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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.

Supported Browsers

  • Last 2 versions of Google Chrome (recommended)
  • Last 2 versions of Mozilla Firefox
  • Current version Safari
  • Last 2 versions of Microsoft Edge
  • Internet Explorer 11 and higher

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

3. Click [SIGN IN].

Tip: We have many single sign-on options. To learn more, click here.

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.

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.

callReportsuseractivityTab1png

 
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. 

callreports_UserActivitySummary-png

 
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.

Phone Number Activity Report

This tab provides call activity from the perspective of your Jive phone numbers. These high-level, number-specific details can serve as a great resource for managers needing to understand the call volume routing through their phone numbers to various sales and support teams. By default, results are sorted by total duration, putting your most active Jive phone numbers at the top.

Phone Number 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.

callReportsphoneNumberTab1png  
Phone Number

Jive phone number associated with the call data. Click a number to view the activity summary.

Total Call Volume

The total number of calls to and from the Jive phone number.

Inbound Volume

The total number of calls to the Jive phone number.

Outbound Volume

The total number of calls from the Jive phone number.

Total Duration

The total amount of time (hh:mm:ss) the Jive phone number interacted with any phone number or extension.

Inbound Duration

The total amount of time (hh:mm:ss) that any phone number or extension called and interacted with a Jive phone number.

Outbound Duration

The total amount of time (hh:mm:ss) that a Jive phone number called and interacted with other phone numbers or extensions.

Average Duration

The Total Duration divided by Total Call Volume.

Phone Number Activity Details

This view provides a detailed log of each call to and from the selected Jive phone number. 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.

callReports_phoneNumberSummary-png  
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.

Caller Activity Report

This tab provides call activity from the external caller’s perspective. These caller-specific reports can serve as a great resource for Sales, Customer Support, and Customer Experience Managers to view the interactions their teams are having with these phone numbers. By default, results are sorted by total duration, putting the most active phone numbers (inbound and outbound calls) at the top.

Caller 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.

callReportscallerActivityTab1png  
Caller Number

Non-Jive phone number associated with the call data. Click a number to view the activity summary.

Total Call Volume

The total number of calls to or from a non-Jive phone number.

Inbound Volume

The total number of calls from a non-Jive phone number to any Jive phone number or extension.

Outbound Volume

The total number of calls to a non-Jive phone number from any Jive phone number or extension.

Total Duration

The total amount of time (hh:mm:ss) that a non-Jive phone number interacted with any Jive phone numbers.

Inbound Duration

The total amount of time (hh:mm:ss) that a non-Jive phone number called and interacted with any Jive phone numbers.

Outbound Duration

The total amount of time (hh:mm:ss) that any Jive phone number called and interacted with a non-Jive phone number.

Average Duration

The Total Duration divided by the Total Call Volume.

Caller Activity Details

This view provides a detailed log of each call leg to and from the selected caller number. 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.

callReports_callerSummary-png  
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 Report

Exporting Caller Activity Reports allows you to download a spreadsheet (.csv) with a complete list of the outside callers in your selected date range along with the corresponding call information. 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.

 

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

Current Features

  • Summary dashboard with high level graphs
  • Numbers dashboard that shows rolled up numbers of individual numbers
  • Call Logs page
  • Agent Performance Report
  • Ability to access/export up to 13 months of data
  • Users dashboard that shows rolled up numbers of individual users (User Activity tab)
  • Exports for all reports
 

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