CUCM call reporting - Team Search

The Team Search shows the calls made and received by your team, department, or group – all on one page. For each member you’ll see a summary of their inbound and outbound activity, you can drill into the individual calls behind any number, and you can export the whole report.

In a single report you’ll see, for each team member: inbound and outbound call counts, total talk time, unanswered calls, and a per-member total. Charts above the table give you a quick visual read, and every count is a link to the calls behind it.

Who Can Use the Team Search

The Team Search is designed for managers and administrators. The team you see is based on the extensions, phones, and hunt pilots assigned to your account, so you don’t have to build a list each time.

If a team member is missing from the report, an administrator will need to associate that extension, phone, or hunt pilot with your account.

Performing a Team Search

Click the Track Calls button on the menu bar.
Select the Team Search heading to expand that section.
Choose any filters you would like (if any).
Select the time period for the search.
Press the Search button.

Filters and Options

The left side of the screen shows the filters that can be applied. These change what data is included or excluded in the report, and offer different formatting. Hovering over each item will provide an explanation.

Call-Inclusion Filters

Filter	Description
Internal calls	Calls from one extension to another.
Calls to voicemail	Calls that a member makes to voicemail (for example, checking their voice messages).
Zero second inbound calls	Inbound abandoned calls that never connected.
Zero second outbound calls	Outbound calls that never connected.
Exclude manager calls	Include or exclude your own calls from the report.

Formatting and Optional Columns

Option	Description
Display Name [PRO]	Show end user names in the report instead of extensions.
Show daily totals (grouped by user and day) [PRO]	Break the report up by day, showing each member’s metrics once for each day in the selected time period.
Time to answer (average)	Include a column showing the average time it takes to answer an inbound call.

Your Team Members

The right side of the search screen displays the extensions, phones, and hunt pilots assigned to you. Should an item be missing from this page, an administrator will need to associate it with your account.

Selecting the Time Period

You can choose a manual time period for the search by clicking the calendar icon and picking both a start date and an end date from the pop-up.

Clicking the clock icon in the date picker lets you select an hour and minute to further narrow down your search time-frame.

If you prefer, you can choose one of the Pre-Defined Dates.

Once your time frame is set, click the Search button.

Reading the Report

Each row in the report is one team member. The following columns appear by default:

Column	Description
Team Member	The extension, or the display name for PRO users.
Inbound	The number of answered inbound calls.
Inbound Duration	Total inbound talk time.
Unanswered	Inbound calls that rang out or went to voicemail.
Outbound	The number of outbound calls.
Outbound Duration	Total outbound talk time.
Total	The total number of calls for that member.

Hovering over any column header will provide more information and definitions. Above the table, the report also displays charts that break down calls by day and highlight your top callers.

Viewing the Details for Each Team Member

You can quickly access the inbound, outbound, and total call details without building a new search. Click a count, or the blue arrow next to a column, to open that specific report for the time frame of your current report. From there you can see the times, phone numbers, and outcome of each call.

Exporting the Report

VoIP Detective PRO provides the ability to export the report in CSV, PDF, and XLSX (Excel). VoIP Detective Free provides the option to export the report as a CSV file (comma separated value).

To export, click the format you want in the lower right hand corner of the page to download the report currently displayed on the screen.

There are four export types available:

Export Type	What It Contains
Summary	Totals per team member; an export of what you see on the screen.
By Day	The same totals broken out day by day.
Details	Each individual call, including the phone numbers involved.
Raw Call List	The full underlying list of calls with no grouping.

PRO: PRO users can also schedule a Team Search to be emailed automatically on a recurring basis.

Free and PRO Features

VoIP Detective Free includes	VoIP Detective PRO adds
Inbound and outbound counts and talk time Charts CSV export	Unanswered calls and time to answer Display names and the daily breakdown PDF and XLSX export Scheduled email reports