Incoming

📥 Incoming Call Reporting – Kasookoo Quick Guide
🔐 Accessing Incoming Call Reports

Navigate to: Reporting → Call Metrics

Select Incoming as your report type

📊 Metrics Displayed

Total Calls – All inbound calls received

Answered Calls Breakdown:

Kasookoo App – Calls answered via the app

GSM – Calls answered via mobile network

IVR – Calls handled by the auto-attendant system

Missed Calls – Calls that were not answered

User Performance – Agent-level statistics, including total call handling time

🛠️ Report Features (Inbound)

📅 Date Range Picker – Select custom or predefined date ranges

📁 Export Options – Download full reports in CSV format

📄 Data Layout:

Summary View – Grouped by agent or department

🔢 Pagination – Browse larger datasets

⬆️⬇️ Sortable Columns – Sort by call volume, duration, etc.

📌 Key Metrics (Inbound)
Metric Description
Call Volume Total number of inbound calls received
Answer Rate % of answered calls across all channels
Channel Distribution Distribution of answered calls (App, GSM, IVR)
Average Call Time Average duration of answered inbound calls
User Performance Call volume and handling time by agent