Call Hour Report

The Call Hour Report displays a summary of call performance by the hour on one specific day.

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To generate a Call Hour IVR report:

Open the Call Hour page (Reports > IVR Reports > Call Hour); the following appears.

Call Hour IVR Filter Options

Select the appropriate filter fields:

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Call Source: Defines information that is related to a specific source number.

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Call Routed: Defines information that is related to calls routed to a specific destination.

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Call Disposition: Defines information that is related to calls that ended with a specific disposition or “Any’. For an explanation of the different call dispositions, see Call Dispositions.

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DNIS: Defines information that is related to a specific destination number.

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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options:

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Defines the information in this report on the browser local time zone.

The following is a description of the report fields:

Report Column	Description
Hour	Defines the time frame the calls were made in.
Calls	Defines the number of calls.
Peak Concurrency	Defines the maximum number of concurrent calls the system held for a specific period of time.
Transfer	Defines the number of transferred calls.
Disconnect	Defines the number of disconnected calls. Voca could have tried before to transfer the call with no answer.
Operator	Defines the number of calls transferred to the operator for some reason (not Operator Requested or Operator DTMF).
Operator Request	Defines the number of calls transferred to the Operator because the user pressed “0” and sent a DTMF to transfer the call to the Operator.
Operator DTMF	Defines the number of calls transferred to the Operator because the user pressed “0” and sent a DTMF to transfer the call to the Operator.
Transfer Failed	Defines the number of calls that failed to be transferred.
Not at Working Hours	Defines the number of calls that entered the system outside of the working hours.
Dropped Calls	Defines the number of calls dropped by the Media Gateway module when it exceeds the number of the concurrent channel license capacity. This deposition parameter represents the dropped calls for the past day. The calls are dropped when the Media Gateway module, which controls the total number of IVR ports, is configured with X number of channels. The X+1 call is rejected by the Media Gateway with SIP Error 404.
Miscellaneous	Defines the number of calls with disposition other to the ones in other columns.
Avg. Call Time (sec)	Defines the average call time in seconds.
Std. Dev. Call Time (sec)	Defines the standard deviation in call time, in seconds.
Max. Call Time (sec)	Defines the maximum call time in seconds.

Click Generate to generate the report; click Export CSV to export the report in CSV format.