# Voice, video and live show reports

Review telephone handling, video call outcomes, show engagement and sales attributed to video activity.

*Release 3.3 · admin, operator, supervisor*

**Reports › Voice Calls** · **Reports › Audio/Video** · **Reports › Live Shows** · **Reports › Video Feed** · **Settings › Voice › General Settings** · **Settings › General Settings › Admin** · **Settings › General Settings › Video Feed**

## 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, on request | 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, on request | 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

### This feature uses

- **Requires** [Report selection and filters](REP-001.md): Historical call and engagement reports use the reporting workspace.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Powerfront enables optional services and manages live-show attribution settings.
- **Configured in** [Roles and permissions](ADM-008.md): Roles control report and settings access.
- **Configured in** [Service levels and response timers](CHAT-029.md): Voice Business Service Level sets the answer-time target used in voice performance reporting.
- **Configured in** [Voice provider accounts and telephone numbers](RTC-001.md): Voice accounts and number records define the telephone numbers available in voice report filters.
- **Configured in** [IVR telephone menus and execution history](RTC-011.md): IVR widget status mappings determine the step outcomes grouped in IVR reports.
- **Configured in** [Browser call connection and quality](RTC-020.md): Browser-call reporting settings control the minimum active duration and optional operator quality feedback.
- **Works better with** [Purchase tracking and sales totals](COM-020.md): Recorded completed purchases supply attributed sales and order values.
- **Works better with** [Voice queue and call offers](RTC-003.md): Voice queues and call offers supply handling and waiting outcomes.
- **Works better with** [Telephone callback requests](RTC-009.md): Callback requests supply callback reporting activity.
- **Works better with** [Voicemail messages and follow-up](RTC-010.md): Voicemail handling supplies follow-up activity.
- **Works better with** [Browser video and audio calls](RTC-017.md): Browser audio and video calls supply call summary activity.
- **Works better with** [Live show setup and scheduling](RTC-022.md): Configured live shows add show-level activity for Live Shows reporting.
- **Works better with** [Company Shows with prerecorded videos](RTC-029.md): Curated video shows supply video-show performance activity.
- **Works better with** [Remote cameras in browser calls](RTC-034.md): Remote cameras have their own usage report.
- **Related** [Sales attribution and conversion reports](REP-008.md): Sales reports explain conversation attribution when comparing voice and video conversion figures.
- **Related** [Past show attendance and activity](RTC-028.md): Past-show reports provide attendee and interaction detail alongside the historical Show Summary.

### Used by

- **Related** [IVR telephone menus and execution history](RTC-011.md): IVR reports compare telephone menu outcomes by number and step alongside individual execution inspection.
- **Related** [Browser call connection and quality](RTC-020.md): Audio and video reports include connection outcomes, call durations and quality feedback.
- **Related** [Past show attendance and activity](RTC-028.md): 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.