Reports

Reports provide real-time insight about your incoming calls that go through Smartnumbers Control services. This includes total call volumes and a summary of the calls that have been automatically rerouted because Smartnumbers detected a fault with the destination.

You can view graphs of call volumes and rerouted calls over time, so you can identify trends or unusual spikes. You can also drill down and download the details of calls that were rerouted to investigate vulnerabilities in your network.

All insights in the Reports page are sourced from the following data:

• Last 30 days' worth of call records only - contact Smartnumbers Support to get historical data
• Only calls that went through a Control service (e.g. calls that were instantly ended because of a caller being on the nuisance caller list are excluded)

Overview

This tab provides a quick summary of everything that has happened in your routing services over the tracked period.

Call summary

In this section, you can see the total number of calls that have gone through your Control service, as well as the total duration of all these calls combined.

Automatic rerouting

This shows you a set of summary stats about the way your calls were rerouted.

Rerouted calls are calls where the primary route used in the Control service's active plan was tried but the call could not be delivered for one of the reasons you selected, as outlined in Automatic call rerouting. This means that the secondary route (if there was one) was tried.

Here, you can see:

• The total number of calls rerouted over the time period tracked
• The total minutes callers spent on the calls that were rerouted
• The rerouted calls as a percentage of the total calls as above in Call summary
• When was the last time that a call was rerouted - this helps you understand whether there is a call delivery issue currently ongoing
• A chart of how many calls were rerouted for each of the reasons that you set up as one of the failover reasons

Please note that the chart below shows the primary termination reason, i.e. it does not show how many calls were rerouted from he secondary route to the tertiary one in case your secondary destination could also not be reached. However, that data is accessible if you drill down.

Insights

The Insights tab give you information about your calls were routed over time during the tracked period. The charts included allow you to see total calls, rerouted calls, and the prevalence of individual rerouting reasons for each day:

• Total call volumes
  For each day in the latest 30-day period, this chart displays the total number of calls that started on that day.

• Automatic rerouting
  This chart shows how many calls could not reach their primary destination and were rerouted for each day of the tracked period.

• Reasons for rerouting
  With data series corresponding to each of the individual rerouting reasons configured, you can see how many calls were rerouted for a particular reason on each day of the tracked period. Please note that this chart is not stacked, so several series may have the same value.

You can hover over a particular data series (line on the graph) in each of these charts to get the precise figures for the particular date and data series:

Drilling down into data and exporting charts

Reports also allows you to go deeper into the data that is being tracked and understand the details of how your calls are being routed, as well as download a copy of the chart instead of taking a screenshot.

Drilldown

To investigate events that were happening on a particular day, you can also click any datapoint displayed on the charts in Reports. This opens a table of all the results that are within that data series (e.g. all Busy calls in the Reasons for rerouting chart) for the day that you were hovering your mouse over:

The table that opens gives you a wealth of data about the calls falling within the criteria. For instance, you can see which Smartnumber the caller was trying to reach, when exactly the call started, what the primary rerouting reason, or termination, was (if there was one), how long the call lasted, and how long it took someone to answer it. You can also download the contents of the whole table at the top right of the table, next to the close button.

Exporting charts

To download each chart that is displayed in reports, click on the cogwheel icon in the top right corner of the chart. You then get the option of downloading a copy of the chart itself as a PDF, or downloading the chart data (individual data series and values) as a CSV file.

Exporting source data

You can also download the source data that each chart is generated from. To export the data, hover over a chart and click the three-dot menu at the top right-hand corner:

Then, click "Download Data" and choose from the options given: