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 like the amount of time your agents spend on each call, the total number they get, abandoned 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 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”

 

2FA User Login 

• For users that have the two-factor authentication (2FA) enabled, please refer to this guide: Nautilus Reporting Portal 2FA User Guide

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

Nautilus Dashboard Overview 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

Combined Reports Tab

Admin will be able to view all call detail reports via Combined Reports -> Complete details.

Please note that if your call flow has Queue Distribution setup (ring group), then your incoming call report should refer to Distribution report instead of combined report. 

Combined Details report has caching every 15 mins for past 80 to 95 mins call logs. That basically means that the report will not log calls that go past 80 to 95 minutes. To get instant call logs after the call, please refer to the outgoing call report, distribution report (queue call), incoming call report (direct DID call and internal call). 

The Combined Reports will include:

• Date
• Caller ID
• From - where the caller originated
• To - destination of the call (DID number or extension or queue number)
• Ext Name – Agent/user’s extension
• Queue Name – call queue (sales, support, operation)
• Direction – Inbound or outbound
• Ring Time – Total ring duration (seconds)
• Talk Time – Total talk duration (seconds)
• Recording – A call recording that can be played and/or downloaded with a click of the button.  The wav.file name will be formatted as q-{queue number}-{caller ID}-{date format YYYYMMDD}-{XXX}-{XXX}.{X}.wav
• Call Status – Answered, No Answered, Busy, Failed

Admin can also filter the complete details report with the values below:

1. Date Range - Click on the Date Range drop box to select the date.

2. Disposition - Click on Disposition to view call status 

3. Call Direction - Click on Direction to select inbound or Outbound

4. Caller ID and Call Destination - Input original caller number or extension number in ‘from” and ‘To’ for the Destination of the call. It is either DID number, extension number, or queue number 

 

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

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 all complete details:

• Queue – the incoming will be directed to a Queue then it will ring agents according to the ring strategy that pre-set.
• Queue Name – The name of the Queue extension Name
• Caller ID – Caller’s DID number
• Date – the date and time of the incoming enter the queue.
• Agent - incoming calls that was answered which extension number - PJSIP/ {extension number}
• Status – Answered call or Abandon call
• Green colour cell is an indication of the call status is answered.
• Red colour cell is the indication of the call status is ABANDON or EXITWITHTIMEOUT (Abandon = missed call, Exitwithtimeout = call failover to next destination after queue timeout, for example, next queue, or voicemail or forwarded out to mobile phone)
• Summary: will give the total count for incoming calls, answered calls, answered rate, abandon calls, and abandon call rate.

 

 

Register for Nautilus Updates Webinar Now!

 

Nautilus has Monthly Webinar sessions that is available for who is interested to find out about the latest version of Nautilus reporting portal and Nautilus Webphone. Please send an email to sales@nautilus-network.com to sign up the Webinar for free.