TOPAZ report: Total number of internal calls by extension

[Belinda Frick]

Overview:

The call action that TOPAZ reports, depends on the call actions received from the PABX unit. Please see TOPAZ action types for all action types available, still dependant on your PABX unit.

To see which call actions your PABX unit is sending off, please see
TOPAZ report: By action code

You will have to setup a report for each department.

Setup:

To create a new report, click on REPORTS > CUSTOM REPORTS
Click on the "+", now enter your report heading under Description,
example "Internal calls by Department".

Report options : tick "summary"
Select records : tick "Between dates"
Summary Report Format : tick "Private vs Business"
Order by : select "Calls"
Group by : select "Extension"
Maximum Records : enter "0"
Field Selection : select "CallType",
then "like",
enter "%INT%
Only Select These : Select "All_Branch_"
Select enter the department name
Select "All_Sections_"
Between Dates : Select the From Date
Select then To Date

Conclude:

This report will show all internal calls (incoming and outgoing),
giving a total number of calls per extension for the department specified,
within the date range specified.

The extension with the most calls will be listed at the top. Now look for the switchboard extension to see number of internal calls.

To limit the number of pages of our report, you can list for example only the Top 20. To do this enter "20" in the "Maximum Records" field.

The internal calls to show is specified with "Field selection" "like" "%INT%".
If you want for example transferred calls, simply change it to "%TRAN%".

If you want to see unanswered calls, make sure that your TOPAZ does not have a filter setup to exclude certain call durations, since unanswered calls have a zero duration and therefor will be excluded from TOPAZ.

ALSO SEE: Charge for short calls