Admins can view the Company Activity that displays call activity for the entire organization.
- To access your company call activity, select the "Activity" section located on the left-side navigation.
- Select the "Company Activity" tab in the top navigator.
- You can now filter, search, and review all "Company Activity" by:
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Date Range:date and time, duration
- You can look as far back as we have history
- Number: the number that the call was From/To
- User: select a specific "User: using the drop-down with the ability to add multiple selections at once
- Direction: search by inbound, outbound, or internal calls
- Call Status: filter by the type of call, i.e., answered, unanswered, and voicemail, using the drop-down.
- Duration: allows you to filter by call duration
- Caller ID: Unique call identifier (Genius Tip: this is different from a SIP call ID).
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Country: filter by the country of the AVOXI number or the External Party making or receiving the call
- AVOXI Number: Select the country of your AVOXI Number to view calls coming to or going from your numbers in this country
- If the call direction is inbound, the country filter will return calls made to your numbers in the selected country.
- If the call direction is outbound, the country filter will return calls made by your numbers in the selected country.
- If no call direction is selected, the country filter will return all calls made by or going to your numbers in the selected country.
- External Party: Select the country of the external party making calls to or receiving calls from your numbers.
- If the call direction is inbound, the country filter will return calls coming from the selected country.
- If the call direction is outbound, the country filter will return calls going to the selected country.
- If no call direction is selected, the country filter will return all calls coming from or going to the selected country.
- AVOXI Number: Select the country of your AVOXI Number to view calls coming to or going from your numbers in this country
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Date Range:date and time, duration
- On completion, click the blue "Search" button
- Use the three dots to download your report to a CVS file
- When the Call recording feature is enabled, all calls will record; use the "down-arrow" to download call recordings
Answered Call Counts
Depending on your routing options chosen within Genius, you may see certain calls show a Answered in Company Activity which show in other pages (such as the Agents report or Team Activity) as Abandoned.
This is expected behavior as within the Company Activity we only differentiate between Answered, Unanswered, and Voicemail. Team Activity does a further breakdown which includes Abandoned calls.
Additionally, calls picked up by a Flow are considered Answered in the Genius system until they forward to a Team so within Company Activity a call may be Answered as it was picked up by a Flow but in Team Activity may not show as Answered depending on where the call was routed and if an Agent picked up the call.
Finally, calls in Company Activity may not perfectly line up with Events shown in Agent reporting as a single call can be set up to ring an Agent multiple times and can generate multiple Events.
