Voice, video and live show reports
Review telephone handling, video call outcomes, show engagement and sales attributed to video activity.
What it is
These report groups cover telephone calls, browser audio and video calls, live shows and video feed activity. You can review handling and unsuccessful calls, inspect IVR outcomes, and compare viewing or engagement with attributed sales. The report groups available to you depend on the services enabled for your website.
Who uses it and why
- Operators with Reports access review call and follow-up work available to their account.
- Supervisors investigate missed calls, queueing, IVR outcomes and video quality.
- Administrators check service-level settings and ask Powerfront to adjust video sales attribution.
Where to find it
Open Reports and select Voice Calls, Audio/Video, Live Shows or Video Feed. You need the Reports role.
How it works
Choose a website, period and report, set its available filters, then select Apply Filters.
| Group | Reports and uses |
|---|---|
| Voice Calls | Productivity, Productivity By Date, Detail and Utilization cover handling. Conversion Sales and Conversion Detail cover purchases. Voicemail / Callback Detail, Voicemail / Callback Summary and Voicemail / Callback Summary By Date cover follow-up work. |
| Voice Calls | IVR Summary groups flow executions by phone number. IVR Details groups step activity by phone number and step. |
| Audio/Video | Call Summary Report covers call requests, answered and missed calls, permission and technical problems, response and connection times, quality feedback and sales. Remote Camera reports camera usage and call time. |
| Live Shows | Show Summary brings together show attendance, engagement and attributed commerce results. |
| Video Feed | Video Performance, Video Show Performance, Video Conversion Detail and Trending Videos Tags cover video activity and commerce. |
IVR outcomes distinguish self-resolution, successful internal and external transfers, failed internal transfers and abandonment. Use the summary to locate a problem number and the step report to investigate the flow.
Voicemail and callback detail includes follow-up status and work without an assigned operator. Browser audio and video reporting also separates permission problems, technical problems and short calls from successful calls.
Configure it
With the Settings role, use Settings › Voice › General Settings to set Voice Business Service Level (secs). This is the answer-time allowance used for the voice business service-level measure.
Powerfront can enable the relevant services and change Live Shows Sales Attribution (days) at Settings › General Settings › Admin, or Video Feed Sales Attribution (days) at Settings › General Settings › Video Feed. Both attribution windows default to seven days and show an allowed range of 1 to 60 days.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Voice Business Service Level (secs) | Settings › Voice › General Settings | website | 0 seconds | Settings role | Sets the allowed answer time used to assess whether a voice call meets the business service level. |
| Live Shows Sales Attribution (days) | Settings › General Settings › Admin | website | 7 days | Powerfront | Sets the sales attribution window for live shows, with a displayed range of 1 to 60 days. |
| Video Feed Sales Attribution (days) | Settings › General Settings › Video Feed | website | 7 days | Powerfront | Sets the sales attribution window for video feed activity, with a displayed range of 1 to 60 days. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the available call, show and video reports. |
| Settings | Manage voice general settings. |
Limits and good to know
- Queue wait, initial response, connection time, talk time and handling time measure different stages. Compare matching columns.
- A call attempt is not necessarily an answered call. A video call button click can be abandoned before a call begins.
- A short browser call can appear under unsuccessful calls according to the configured minimum active duration. Powerfront can check that video setting.
- Video views and tag counts are not unique visitor counts.
- Live-show and video-feed sales use separate attribution windows. Do not assume they match chat sales attribution.
- A diagnostic Call Log is reserved for Powerfront and does not appear in the client report menu.
Depends on and works with
+9 more · this feature uses
- Telephone callback requestsEnhances
Callback requests supply callback reporting activity.
- Voicemail messages and follow-upEnhances
Voicemail handling supplies follow-up activity.
- IVR telephone menus and execution historyConfigured by
IVR widget status mappings determine the step outcomes grouped in IVR reports.
- Browser video and audio callsEnhances
Browser audio and video calls supply call summary activity.
- Browser call connection and qualityConfigured by
Browser-call reporting settings control the minimum active duration and optional operator quality feedback.
- Live show setup and schedulingEnhances
Configured live shows add show-level activity for Live Shows reporting.
- Past show attendance and activityRelated
Past-show reports provide attendee and interaction detail alongside the historical Show Summary.
- Company Shows with prerecorded videosEnhances
Curated video shows supply video-show performance activity.
- Remote cameras in browser callsEnhances
Remote cameras have their own usage report.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront enables optional services and manages live-show attribution settings.
- Roles and permissionsConfigured by
Roles control report and settings access.
- Service levels and response timersConfigured by
Voice Business Service Level sets the answer-time target used in voice performance reporting.
- Purchase tracking and sales totalsEnhances
Recorded completed purchases supply attributed sales and order values.
- Report selection and filtersRequires
Historical call and engagement reports use the reporting workspace.
- Sales attribution and conversion reportsRelated
Sales reports explain conversation attribution when comparing voice and video conversion figures.
- Voice provider accounts and telephone numbersConfigured by
Voice accounts and number records define the telephone numbers available in voice report filters.
- Voice queue and call offersEnhances
Voice queues and call offers supply handling and waiting outcomes.
- Telephone callback requestsEnhances
Callback requests supply callback reporting activity.
- Voicemail messages and follow-upEnhances
Voicemail handling supplies follow-up activity.
- IVR telephone menus and execution historyConfigured by
IVR widget status mappings determine the step outcomes grouped in IVR reports.
- Browser video and audio callsEnhances
Browser audio and video calls supply call summary activity.
- Browser call connection and qualityConfigured by
Browser-call reporting settings control the minimum active duration and optional operator quality feedback.
- Live show setup and schedulingEnhances
Configured live shows add show-level activity for Live Shows reporting.
- Past show attendance and activityRelated
Past-show reports provide attendee and interaction detail alongside the historical Show Summary.
- Company Shows with prerecorded videosEnhances
Curated video shows supply video-show performance activity.
- Remote cameras in browser callsEnhances
Remote cameras have their own usage report.
Used by
- IVR telephone menus and execution historyRelated
IVR reports compare telephone menu outcomes by number and step alongside individual execution inspection.
- Browser call connection and qualityRelated
Audio and video reports include connection outcomes, call durations and quality feedback.
- Past show attendance and activityRelated
Live Shows reports provide broader attendance, engagement and sales measures alongside individual show reports.
FAQ and troubleshooting
Why is a report group missing?
Check your Reports role and selected website. Powerfront can check whether voice, live shows or video feed is enabled.
Why do video button clicks exceed answered calls?
Some visitors abandon the request, encounter a permission or technical problem, or do not reach an answered call. Read the outcome columns in Call Summary Report.
Why does callback work have no operator?
The detail report includes unassigned follow-up work. Check its status before treating it as completed operator activity.
How do I investigate an unsuccessful IVR flow?
Use IVR Summary to identify the phone number, then IVR Details to inspect its step activity and outcomes.
Why do video sales differ from chat sales?
They use different engagement and attribution contexts. Check the relevant attribution window with Powerfront.