Our Nautilus Call Reporting is a unique and powerful feature that tallies every call that comes in and out of your company. It lets you know everything from the amount of time your agents spend on each call, the total number they get, abandonred calls, and the list goes on. With the Nautilus Reporting Portal, you get to see all the data you want!

Learn how to read and operate your reporting portal below:

Log in to your Nautilus Reporting Portal

1) Open your Nautilus Reporting Portal link: https://{company-name}.nautilus.zone:8433/

Using Web Browser:

• FireFox ✅
• Chrome  ✅
• Internet Explorer  ❎
• Safari ❎
• Opera ❎

2) Log in with your user ID and password that was given by the Nautilus Team

Bookmark the Portal:

• Click     add into Bookmarks bar.
• Click “Done”.
• Click and select bookmarks to “Show bookmarks bar”

Change User Login Password

• Password – default password given to management.
• After the first login, the user is required to change their password.

• The new password should be different from the previous one. The password also must contain at least 8 characters consisting of the following combination:
  
  • • Uppercase characters (A-Z)
    • Lowercase characters (a-z)
    • Digits (0-9)
    • Special characters ($)
• Passwords expire every 90 days.
• To change passwords, select the change password option found under the user's name on the right hand portion of the dashboard. 
• Key in old password, set new password.
• Click “Save”

Dashboard (Only Applicable to the setup with Queue call flow)

The Nautilus Dashboard includes:

1) Inbound Queue Daily Stats

• Total calls – Total incoming calls
• Answered Calls – Total incoming calls that was answered
• Answered (<30s) - Total incoming calls that was answered within 30secs
• Abandoned Calls- Total incoming call that callers hang up without attended / miss calls
• Abandoned (<30s)- Total incoming call that callers hang up within 30secs
• Total time – Defined the duration of all calls
• Average talk time – Defined the average talk time for each calls
• Average wait time – Defined the average wait time of the customers
• Answer Rate – Total calls answered divided by total calls
• Answer Rate (<30s) – Total calls answered divided by total calls
• Abandon Rate – Total miss calls divided by total calls.
• Talking – Understand how many agent is on the call
• Waiting – Understand how many incoming call that is waiting in the queue.

Please note that the dashboard will be reset at 00:00hours daily.
Users can also select which queue they want to view on the dashboard. 

2) Outbound Daily Stats

• Total calls – Total outgoing calls made by the agent
• Answered Calls – Total outgoing calls that were answered
• No Answer - Total outgoing calls that weren't answered
• Total Duration – Defines the duration of all calls
• Average duration – Defines the average talk time for each call

3) Hourly Report

• Times –  Displays date and time
• Total – Total incoming and outgoing calls that were answered
• Inbound - Total incoming calls
• Outbound – Total outgoing calls

Real-Time Extensions

Admin will be able to view all Real Time Extensions via Real Time Extensions -> Extensions.

Real time extension statuses are color coded as below:

• Online -- Green caller icon
• Offline -- Grey caller icon
• Busy -- Red caller icon

Outgoing Call Details Report

Admin will be able to view all outgoing calls details report via Outgoing -> By Users, Outgoing -> By day. 

The outgoing report will include:

• User - Agent/ User’s extension number
• Name - Agent/ User’s extension Name
• Total – Total number of outgoing calls
• Answer - Total of outgoing calls that were answered
• No Answer – Total of outgoing calls that were not answered
• AVG Duration –Average talk time

Incoming Call Details Report

Admin will be able to view all DIRECT incoming calls details report via Incoming -> By Users.

The incoming report will include:

• User - Agent/ User’s extension number
• Name - Agent/ User’s extension Name
• Total – Total of outgoing calls
• Answer - Total number of outgoing calls that were answered
• No Answer – Total number of outgoing calls that were not answered
• AVG Duration –Average talk time

When clicking on a specific user, a drop-down menu will show the following details:

• Date - The date and time when the call entered the queue
• Caller ID - This is the caller's DID
• From - The number of the person calling
• To - The extension the call was routed to
• Ring Time - Shows the amount of seconds it took before the call was answered
• Talk Time -  The amount of time the agent spends engaged with the caller
• Recording - A downloadable link to the call recording
• Status - Will show either Answered or No Answer

Exporting Your Reports or Download the Recordings

Need to generate a report for your manager? Don't worry, we understand your needs!

You can click on to download the preferred report format to view; or click on the recording file to download the Wav.file and play the recording!

Distribution by Queue (Only Applicable to Queue setup)

The specific Instruction on retrieving queue performance report

1) Select the data range using Custom Range. It will set the from date and time on the left-hand panel and to date and time on the right-hand panel

2) Select the queue

3) Click search. The queue report will generate total Calls,  answered calls,  abandoned calls, and their rates on the web

4)Click on the CSV or excel button to download the generated report in their respective format.

Complete Detailed Distribution Report for Specific Queue

Admin will also be able to view all Distribution reports in the Queue by selecting the blue (+) button beside the queue and it will show the following details:

• Queue – Incoming calls will be directed to a Queue and will ring agents according to the ring strategy chosen by the admin.
• Queue Name – The name of the queue extension
• Caller ID – Caller’s DID number
• Date – The date and time when the incoming call entered the queue. 
• Agent - The name of the agent who answered the call. 
• Status – Will show either Answered or Abandoned.
• Waiting Time - The amount of time before the call was answered by an agent. 
• Talk Time - The total amount of time spent engaging with the customer on a call. 
• Recordings - A link to a downloadable version of the call recording. 

For any questions and inquiries about how to use the Reporting Portal, please send an email to support@nautilus-network.com