Display and Export Report in List View

The list view of the report offers a detailed overview of all affected conversations upon creating the report in a table. This information allows unambiguously identifying the conversation and checking important details such as time, participants, and content. In addition, you can generate an export report as XLSX-file to save the data for further analysis or archiving purposes. The data of the list view are structured differently and less detailed than the XLSXexport.

The criteria and the execution of the report list depend on the settings of the created report.

  1. Click on the icon in the top right corner of the widget.
  2. Select the menu item Open Report to load the list of reports.
  3. Report list (example: number of calls with category)

The list view and the XLSXfiles are structured in 4 main groups. Each group has a different data set upon issuing the data. The KPIs define the group that the data belongs to. This definition helps you to comprehend the structure and purpose of each group of data. That way, you can analyze and use the contained information efficiently.

Conversation details

This group contains information about the basic details of the communication as well as information about the participants. It includes data such as date, start time, duration, participants and UserID/UserLogin. You are provided with an overview of the structured data contained in the communication recordings and allows you to take a detailed look at the calls and their participants.

KPIs assigned to this group:

Conversation details with errors and losses

This group contains the same content as the group Conversation Details; however it contains further information depending in the KPI. In the following, the additional information is listed in connection with the selected KPI.

KPIs assigned to this group:

User and scenario details

This group provides information about the users and scenarios of the conversations. Among those are user IDs, user logins, scenario IDs and group memberships.

KPIs assigned to this group:

Audit Log

This group provides you with information about audit logs and log details that are used to monitor events and activities related to the communication recordings, see Audit events to create an audit log.

KPIs assigned to this group:

Quality Management

The Quality Management KPI is designed to support the continuous improvement of communication processes by providing insights into the quality and compliance of recorded interactions. Its primary purpose is to enable compliance and operational teams to monitor and evaluate calls and other communications against predefined scorecards, ensuring that all interactions meet established standards. This KPI helps organizations maintain high standards, identify areas for improvement, and demonstrate adherence to regulatory and internal requirements..

KPIs assigned to this group:

DTMF

Overview of phone numbers added to the whitelist via Dual-Tone Multi-Frequency (DTMF) input. This feature allows super admin users to manage whitelisted numbers administratively.

NOTICE! Activation of DTMF is only supported in Microsoft Edge browser.

Show single recording

  1. Click on a recording to display the detailed view of the recording, see Recording Details and Metadata.
Detail view of a recording
Detail view of a recording

Search for recordings.

  1. Click on the field Search and enter a character.
  2. The column Header is searched.
  3. The search starts automatically.

Export report list

  1. Click on the button Export Report.
  2. Microsoft Teams Windows-App:
    The report list is downloaded to the download directory of the client computer.
  3. Microsoft Teams Web-App:
    Click on the button Save As to download the report list to the selected download directory or to another directory of the client computer.

Close report list

  1. Click on the icon to close the report list.

Example widget settings

  1. To sort the columns, click on the column headline.
  1. For an ascending or a descending sort sequence, the icons or are displayed next to the column headline respectively.