Types of Reports (Shared Environment)

The Exports page allows you to download a Call Detail report. These reports provide all of the data used to track interactions on all of your Organization's Call Targets. You can use this data to track each Call Target's usage, investigate the details of any particular interaction, and find trends that can help in your decision-making process. Call Detail reports include data for Digital Callback, Messaging, and Voice interactions. Daily reports will also appear on the Exports page.

To learn how to generate each type of report, see the Generating Reports section in this article.

• Daily reports: Daily reports contain the same data points as Call Detail reports, but they are generated for specific users and only contain the Call Targets specified by those users. Users can set up daily automated reports to be sent to them via email for specified Call Targets and reporting categories, and those reports will be displayed on the Reports page for anyone to access.
• Call Detail reports: These reports provide all of the data used to track interactions on all of your Organization's Call Targets. You can use this data to track each Call Target's usage, investigate the details of any particular interaction, and find trends that can help in your decision-making process. Call Detail reports include data for Digital Callback, Messaging, and Voice interactions.

For more information on the data found in Call Detail reports, including daily reports, see Understanding call detail events and outcomes.

The filenames of Call Detail reports include the date range covered by each report. Daily automated reports include a reference to the user for whom the reports were generated, as well. See below for examples of the filename format for each type of report:

• Call Detail: calls_11-25-2020--03-06-2021.csv

• Daily: daily_report_05-31-2021_user_2.csv

Types of Reports (Government Users)

The Reports page provides access to three distinct types of reports: Call Detail, daily, and audit reports. Each report contains different information to provide different strategic insights, and you may find yourself using all three reports at different times.

To learn how to generate each type of report, see the Generating Reports section in this article.

1. Daily reports: Daily reports contain the same data points as Call Detail reports, but they are generated for specific users and only contain the Call Targets specified by those users. Users can set up daily automated reports to be sent to them via email for specified Call Targets and reporting categories, and those reports will be displayed on the Reports page for anyone to access.
2. Call Detail reports: These reports provide all of the data used to track interactions on all of your Organization's Call Targets. You can use this data to track each Call Target's usage, investigate the details of any particular interaction, and find trends that can help in your decision-making process. Call Detail reports include data for Digital Callback, Messaging, and Voice interactions.
3. Audit reports: These reports provide information on configuration changes and the users or Smart Rules that made each change. This data can help you to determine when specific changes were made, or to track down the source of any unexpected changes that arise.

For more information on the data found in Call Detail reports, including daily reports, see Understanding call detail events and outcomes.

The filenames of Call Detail and audit reports include the date range covered by each report. Daily automated reports include a reference to the user for whom the reports were generated, as well. See below for examples of the filename format for each type of report:

• Call Detail: calls_11-25-2020--03-06-2021.csv

• Daily: daily_report_05-31-2021_user_2.csv

• Audit: audits_05-29-2021--06-01-2021.csv

Generating Reports

The different types of reports can be generated in different ways, and on different page. Click any of the dropdowns below for more information on generating each type of report.

On the Call Detail page, you can generate a Call Detail report by configuring the various filters, then clicking Export. These filters also determine which calls are displayed on screen for further analysis.

Use any combination of the following customizable filters to determine the data that will be included in the Call Detail report.

1. Select Date Range: Click anywhere in the field to reveal the date selector calendars, and select the beginning and end dates that you would like to include.
2. Filter by Call Target or Category: Click this dropdown menu to limit your search to a specific Call Target or reporting category.
3. Include all call attempts: Select this box if you would like the report to include all call attempts, including those which failed or were incomplete.
4. Source and Type: Select the types of interactions that you would like to include in the report:
   • Web: Calls that originated from a web widget
   • Voice: Calls that originated from a voice interaction
   • Messaging: Interactions that included an SMS message
   • ASAP: Callbacks designated to be returned as soon as possible
   • Scheduled: Callbacks that were scheduled for a specific future date and time
5. Event filter: Select one or more events to limit the data in the report to only interactions that included those events. The value is set to No Event Filter by default. The following lists include all events that you can select in this filter.
   • Registration Events: Choose to Hold, Chose Messaging Succeeded, Chose Messaging Failed, Duplicate Request, Outside of Hours, End of Business Day, Next Day Callback Offered, Next Day Callback Scheduled, Max ECBT Exceeded, Max Scheduled Exceeded, Max Rate Exceeded, Interaction Started, Interaction Response, SMS Timeout, Blacklisted Callback Number
   • Pending Events: Confirmation Notification Initiated, Confirmation Notification Failed, Reminder Notification Initiated, Reminder Notification Failed
   • Connecting Events: Priority Queue Timed Out, Used Adaptive Callback, Rescued from Agent Disconnect, Rescheduled, Early Hangup, Leave Voicemail, Final Attempt Notification Initiated, Final Attempt Notification Failed
   • Final Events: Customer Hangup, Agent Hangup, System Hangup, Customer Leg Error, Agent Leg Error, Customer Busy, Agent Busy, Customer Leg Rejected, Agent Leg Rejected, Customer Leg Timeout, Agent Leg Timeout, Cancel
6. Phone number: Enter a specific customer's phone number to include interactions with that customer only, or leave the field blank to include all customers.
7. Summary bar: Click any of the boxes in the summary bar to further filter the reporting data on the Call Detail page. For example, clicking the Connecting box will add a filter to only show interactions in the Connecting state, in addition to the other filters selected.

When looking at events on a Call Detail report, certain outcomes may indicate a more serious issue that warrants further investigation. These will appear in the exported Call Detail report under the Retry Reason column. You can also find them in the Event Filter on the Call Detail page listed under Final Events (see Step 5d above):

• agent_busy: The call to the contact center resulted in a busy signal.
• agent_leg_error: The call to the contact center resulted in a telephony error.
• agent leg rejected: The call to the agent was rejected.
• agent_leg_timeout: The call to the contact center failed due to a dial timeout.

The following outcomes are not troublesome on their own, but they may indicate a problem if they appear repeatedly in your Call Detail report.

• customer_busy: The call to the customer resulted in a busy signal.
• customer leg rejected: The call to the customer failed to connect due to a carrier rejection, likely due to an incorrect or incorrectly formatted ANI.
• customer_leg_timeout: The call to the customer failed due to a dial timeout.

In both leg_error and leg rejected outcomes, either on the agent side or customer side, an agent or customer is never actually interacting with the call. The errors and rejections are preventing the called party from participating/listening to the prompts.

• leg_error typically represents a temporary issue associated with the network, such as an inability to reach a phone number due to network congestion. If there is no reported incident with Mindful, this would mean there is an issue with the call center or gateway.
• leg rejected outcomes typically represent call failures that would never work given the parameters of the call. Examples might include a poorly formatted number or a phone number to a country code that is not supported by the carrier.

Setting up Daily Automated Reporting Emails

Quick access: Username > Email Settings

You can opt-in to receive daily links to customized automated reports on the Email Settings page.

Use the following steps to set up daily delivery of automated Call Detail reports:

1. Under the Daily Call Report Emails heading, select Opt-In to Receive Daily Reporting Emails.
2. In the dropdown menu that appears, select an individual Call Target or an entire reporting category for which to receive reports. You can add as many as you would like, one at a time.
3. Click the Save button to save your changes.
4. Beginning the next morning, check the email inbox associated with your Mindful Callback user account. You should begin to receive a link to a report via email each day.
5. Click the link in your email to download the daily Call Detail report, in CSV format, for your selected Call Targets or reporting categories.

If you would like to add or remove specific Call Targets or reporting categories to your daily reports, you can come back to the Email Settings page any time to update the list.

Generating an Audit Report (Government Users)

Quick Access: Reports

1. At the top of the page, use the Select Date Range dropdown menu to select the beginning and end dates for the audit report.
2. Click Create Audit Report. A new row will appear in the table below.
3. When the Progress column shows complete for your new report, it is ready to be downloaded.

To learn more about interpreting an Audit Report, see the Audit Report reference article.

Downloading and Deleting Reports

To download a report, look for the row containing the filename associated with the report you are looking for. Look at the dates and/or users contained in the report filenames to find the exact report you are searching for, then click the Download icon.

To delete a report from the system, locate the correct row, then click the Delete icon.

You can skip to different pages via the buttons below the list of reports, or use the items per page dropdown menu to view more results per page.