Omnia Admin Reports: Call Records

This guide provides step-by-step instructions on how to access, view, and manage call records within the Omnia Admin Portal.

Voxo

**Access to this Report:** - Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

Accessing Call Records

**Access the Call Records Report**: - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Reports** tab to expand it. - Select **Call Summary**, then **Call Records**.

Viewing Call Records

**View Call Records:** - The table displays the following columns: - **Time**: The time the call was made. - **Caller Number**: The number of the caller. - **Caller Name**: The name of the caller. - **Dialed Number**: The number dialed. - **Direction**: The direction of the call (inbound or outbound). - **Disposition**: The call's outcome (answered, no answer, busy, failed). - **Presented**: Indicates if the call was presented to the user. - **Duration**: The duration of the call. - **Who Answered**: The person who answered the call. - [**Outcome**](https://scribehow.com/shared/Omnia_Admin_Account_Settings__gaYuDNCBQbCCA_1-ZWU0GQ#a3ddfd02): The result of the call. - **Packet Loss**: The percentage of packet loss during the call. - **Jitter**: The jitter during the call. - **MOS**: The Mean Opinion Score for the call quality. - The initial results shown will be for today's date.

Filtering Call Records

**Preset Filters:** - Use the **Yesterday**, **Last 10 Days**, or **Last 30 Days** buttons to quickly filter the call records.

**Filter Settings**: - Click **Filter** to open the filter settings.

**Select Date Range**: - Choose the start and end dates to define the period for which you want to view the call records. - You can use preset options like **Last Week, Last Month, Last 3 Months, Last 6 Months,** and **Last Year.** - In addition to the date range, you can also filter by a specific time range within the selected dates.

**Clear Filters:** - Click **Clear** to remove the filters if needed. This allows you to start over while picking from your date ranges.

**Advanced Filters**: - Select the call direction, filter by specific criteria (branch, phone number, caller name, etc.), dispositions (answered, no answer, busy, failed), and whether the call was presented. - Presented means a call attempted to reach a user.

**Apply Filter**: - Click **Update** to apply the filter settings. - The details will be displayed on the screen based on your filters.

**Reset Filters**: - Click **Reset** to remove your filters and start over if needed.

Exporting Call Records

**Export Call Records:** - Use the **Export** button to download the call records data in CSV format. - Click **OK** to confirm the export.

Scheduling Call Record Reports

**Schedule a Report:** - Click the **Export** button. - Select **Schedule Report** from the dropdown.

**Configure Report Settings:** - Enter a name for the report. - Add recipient email addresses. Use commas to separate multiple emails. - Select the report frequency: Daily, Weekly, or Monthly. - Review the current filter settings. - Click **Schedule** to save the report schedule. - For more information, see the [**Scheduled Reports**](https://scribehow.com/shared/Omnia_Admin_Reports_Scheduled_Reports__W6AXJX2qQMK2RNHO1Mu0DA?referrer=documents) section.

Accessing the Call Flow View

**View Call Flow:** - Click on a specific call record or click the call flow icon next to a call record to open the call flow view for that record.

Understanding the Call Flow View

**Call Flow View Details:** - The **Call Flow View** provides a visual representation of the call's journey from start to finish. It includes the following elements: - **Unique ID**: A unique identifier for the call. - **Caller Number**: The number of the person who initiated the call. - **Number Dialed**: The number that was dialed. - **Start Time**: The time when the call started. - **Duration**: The total duration of the call. - **Disposition**: The outcome of the call (e.g., answered, no answer).

**Flowchart Path**: - The flowchart shows the path of the call through various stages, such as: - **Dial**: The call is dialed out to the specified number. - **Answer**: The call is answered. - **Hangup**: The call is terminated by either party. - **Note:** The provided flowchart is an example of an outbound call. The stages and details may vary based on the direction and nature of the call. - Each stage is accompanied by details such as the time taken to reach the next stage, providing a comprehensive view of the call's progression.

**Related Documents**: 1. [**Omnia Portal User Guide**](https://scribehow.com/page/Omnia_Portal_User_Guide__krO6wF6TQ86D0Kl4o1JLGg?referrer=documents)**:** Essential steps for navigating and using the Omnia User platform. 2. [**VOXO Mobile Application User Guide**](https://scribehow.com/page/VOXO_Mobile_Application_User_Guide__4pqc5ST2TY2R6f5pgzQvZw?referrer=documents): Key steps for navigating and using the VOXO Mobile app.