Call Summary

[Data Source: Voice Server, VCS] Summarizes all call data by call type, response and receiver. Data includes call volumes by type and response, as well as call details, status, and average call duration. This dashboard is used to review overall Vocera usage by facility, unit and role such as call volumes to the specific user level.

Use this dashboard to identify high volume or low volume users.

The information displayed on the screen is determined based on the filters that you apply. The available filters are:

Filter Name Filter Description
Date Range The date range to include in the results. By default, the value is the current date; however, you can select from a list of options. For example, you can select the option "Last 7 days" or "Last 30 days."
Facilities Used to filter data based on user facilities (common facility name) specified while mapping Vocera Voice Server User Site.
Units Used to filter data based on user units (common unit name). Common unit names are referenced from a crosswalk table cwunit that are mapped from Vocera Voice Server User Department and Engage Units.
Note:

The displayed units drop-down filter may be constrained due to the Facilities filter.

Unknown Unit display data for all users that are not part of any department or unit selected within the Facilities filter.

Roles Used to filter data based on Vocera Voice Server Group, Role, and VMP distribution list of the device. The groups are filtered based on the facilities selected.
Note: Filter displays 25 groups sorted based on group name. The filter fetches groups based on the search criteria.
Call Types Used to filter call data based on recipient type. The available options are Address Book, Broadcast, Buddy, Group, Telephone, and User.
Reasons Unanswered

Used to filter call data based on reason for call unanswered. The unanswered reasons are:

  • Busy
  • Call Rejected
  • Call Wait Rejected
  • Caller Blocked
  • Conference Too Large
  • Not Online
  • Phone Line Unavailable
  • Phone Not Answered
  • Unavailable
  • Unknown
Note: To generate dashboards quickly, it is recommended that you use a short date range or fewer facilities.

Call Summary has the following widgets:

Types

The Types widget summarizes the call based on call types for the filter selected. Mouse over a displayed value on the widget to view the call type and its corresponding percentage.

The percentage of a call type is calculated using the formula: (Type of Call/Total Calls)x100

For example,
  • Total Calls—6695
  • Broadcast calls—6095
  • Percentage of Broadcast calls—(6095/6695)x100 = 91%
Note: The decimal values are rounded off to the nearest round figure.

Responses

The Responses widget displays the number and percentage of responses received. It also displays the unanswered calls based on the reason for not answering a call. Mouse over a displayed value on the widget to view the response type and its corresponding percentage.

The percentage to calculate a response type is based on the formula: (Type of Response/Total Responses)x100

For example,
  • Total Responses—6692
  • Number of Responses for Available—6330
  • Percentage of Responses for Available—(6330/6692)x100 = 95%

Details

Summarizes the calls received based on receiver perspective in a tabular format. The table lists the total number of calls received by a user, number of calls completed and its percentage, number of calls unanswered, average duration of a call, and total time spent on all calls by a user.

To find a specific Receiver Name, use the Search field.

In the following example, consider the data for the first Receiver Name, Drake, Tim:
  • Calls received—120
  • Completed calls—56
  • Unanswered calls—64
  • % complete —(Completed Calls/Total Calls)x100 = (56/120)x100 = 46.7%
  • Average duration—(Total Time/Completed Calls) = 1124/56 = 20.1 seconds
  • Total Time—1124 seconds