Viewing Data by Department

Fuze View Usage Tips

• Click on column headers to sort data 
• Click the timeframe drop-down to change the timeframe of returned data
  
• Click the refresh icon to refresh data
  
• Click Auto Refresh to activate automatic page refresh (every 1 minute)
• Click the current time zone to change time zone of data displayed
• Click the Export as CSV button to export data to a CSV file that can then be found within the Export log
• Click the More button to load additional records (if more than 20 records are available)
• Click the Export Call Aggregates as CSV button to export a comprehensive CSV file

The Top departments panel on the home page displays data for the departments the user has access to. Click the See all button to view a summary of data for all departments. Note: You can also click a department name to jump to data specific to that department.

This data summary displays the following information:

Call Activity

• Total count - total amount of calls that have been completed for the time period selected in the drop down menu
• Inbound - number of calls received by that department
• Outbound - number of calls placed outside of the organization
• Internal - number of calls placed to internal extensions or phone numbers
• Average connected - median talk time
• Total connected - total talk time (all calls combined)

Meeting Activity

• Total count - total amount of meetings that have been completed for the time period selected in the drop down menu 

Message Activity

• Total Sent - total messages sent (all messages combined)

Department View

By User Tab

The By User tab will display call activity, meeting activity, and message activity by user.

Click on a user's name in the left column to view data specific to that user.

The By User tab displays the following data for the selected user:

Call Activity

• Total count - total amount of calls that have been completed for the time period selected in the drop down menu
• Inbound - number of calls received to that specific user extension
• Outbound - number of calls placed outside of the organization
• Internal - number of calls placed to internal extensions or phone numbers
• Average connected - median talk time
• Total connected - total talk time (all calls combined)

Meeting Activity

• Total count - total amount of meetings that have been completed for the time period selected

Message Activity

• Total sent - total messages sent (all messages combined)

By Extension Tab

The By Extension tab displays data from extensions that are not tied to a specific user.

The By Extension tab displays the following data for each extension:

Call Activity

• Total count - total amount of calls that have been completed for the time period selected in the drop down menu
• Inbound - number of calls received to that specific extension
• Outbound - number of calls placed outside of the organization
• Internal - number of calls placed to internal extensions or phone numbers
• Average connected - median talk time
• Total connected - total talk time (all calls combined)

Note: Clicking on an extension will bring you to a summary page for that extension.

Call Log Tab

The Call Log tab will display call log information for all calls within the selected department in the date range selected in the drop down menu.

Click the Filter calls button to display data using the following filters:

• Inbound calls - number of calls received to that specific user extension
• Outbound calls - number of calls placed outside of the organization
• Internal calls - number of calls placed to internal extensions or phone numbers  
• Platform interactions - calls that are placed to custom extensions (i.e. – dialing *123 for voicemail, logging into a queue)

Click the Clear filters button to clear selected filters.

Call Result Definitions

• Answered - call was connected between the user and caller
• No Answer - the user was presented a call and did not answer
• Voicemail - the user was presented a call, did not answer, and the call was sent to a voicemail box
• Transferred - the call was transferred to another number
• Transferred from  - the call was transferred from the extension shown to the user
• Forwarded - the user has a call forward set to ring another number
• Voicemail - The call was placed into a voicemail box.
  • Note: This is only for inbound calls - reaching a voicemail outside of Fuze will have a disposition of "Answered".
• No Call - the caller dialed an invalid number or extension that does not exist
• Agent Login - agent used the * code to log into a queue
• Agent Pause - agent used the * code to pause in a queue
• Agent Unpause - agent used the * code to unpause within a queue
• Agent Logout - agent used the * code to log out of a queue

Call Recordings

Fuze View offers the ability to listen to and download recordings created within the past 90 days. Available recordings are determined by the permissions granted to the user in the Fuze Portal. 

From the Call Log tab, click the view button under the Recordings column on the right to view the recording.

The recording window (right) offers the following controls: Play - play the recording Download - download the recording DONE - close the call recording box

Meeting Log Tab

The Meeting Log tab displays a list of all meetings for the selected department. This includes meetings both hosted by a user in the department or participated in by a user in the department.

Meeting log data becomes accessible as soon as the meeting completes. 

Hovering your cursor over a meeting will display the list of attendees.