Inbound Reports

Inbound Reports is an additional feature that can be subscribed to per account and charged on a monthly basis. This feature enables an end user of myInbound.com to configure automatically generated email reports on a daily/ weekly/ monthly and summary basis, providing the call statistics across their Inbound numbers.

Access to the set up process will be via a new tab titled ‘Reports’ which the channel partner or customer can make visible via the Gamma portal. It will be up to the end user to manage the storage of email generated reports. On the reports tab the administrator is presented with a number of options:

The format of the daily, weekly and monthly reports will be exactly the same is if the user had downloaded their advanced statistics information into a csv file from the MyInbound portal.

The format of the summary report will show the following information in table format:

· Inbound number

· Description

· Total Calls

· Answered

· Unanswered

· Engaged

· Abandoned

· Minutes generated

· Average duration (minutes)

· Average time to answer (only if the call terminated in a proper destination number, not in IVR, announcement etc.)

A final sum of the relevant values (In the first column the total count of the numbers).

Definitions of terms:

Average talk Time = average duration of the actual talk time excluding IVR, announcements, call queue etc.

Average duration = is always those greater than 0 secs. Those calls which didn’t get to a destination or voicemail will not appear as they will have no talk time

Time to answer = actual ringing time (no ivr , announcements etc. included ) time to answer is stored in ms therefore we round up to the nearest second. The time to answer includes any ringing time if the call has been diverted. For example if there is a divert in the call plan and it rang for 10 seconds on the first destination and then rang for 4 seconds on the second it counts as 14 seconds in the time to answer column.

Minutes generated = sum of all talk time

Answered, unanswered, engaged, abandoned = these terms refer to what the platform has ‘experienced’ and not what the caller or receiver has experienced – e.g. abandoned cannot mean that the receiver of a call has put the phone down as the platform will see that call as ‘answered’.

Provisioning of the push email reports is undertaken on the Gamma portal as a reseller would do for advanced statistics.

Please note that if an end user unsubscribes from the push reports on the myInbound portal it will not automatically unsubscribe them from the service and therefore they will continue to be billed on a monthly basis.