Cox Voice Utilization Reports User Manual

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Table of Contents

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Table of Contents

Overview ......................................................................................................................... 1

Features of Utilization Reports ................................................................................... 1

Benefits of Utilization Reports .................................................................................... 1

Getting Started ................................................................................................................ 2

Logging In .................................................................................................................... 2

Generating Trunk and Voice Reports ............................................................................ 4

Trunk Reporting ........................................................................................................... 4

VoiceManager Reporting ............................................................................................. 7

Available Reports Tab .................................................................................................... 9

Trunk Report Data ....................................................................................................... 9

Trunk Report Format ................................................................................................. 10

VoiceManager Report Data ....................................................................................... 12

VoiceManager Report Format ................................................................................... 12

Viewing Reports ........................................................................................................... 15

Report Subscriptions Tab ............................................................................................ 16

Account Settings .......................................................................................................... 17

Overview

Voice Utilization Reports User Guide 1

Overview

Cox Business offers voice traffic utilization reports through the MyAccount portal, which
summarize key metrics about voice utilization. Reports can be run on an hourly, daily, weekly,
or monthly basis.

This information is summarized in a useful, comprehensive report for analyzing call disposition
(complete, incomplete, and blocked) for outbound and inbound traffic. Traffic Reporting also
enables users to receive traffic utilization summaries within a specified date and time range.
This request is submitted through the Report Requestor of Traffic Reporting, and the
downloadable file is available for retrieval from the Available Reports tab in the portal.

The reporting system calculates usage and determines if your business requires additional
capacity for your services in the form of lines and trunks.

Features of Utilization Reports

Utilization reports include the following features:

• Calculations that display a summary of hourly (by day), weekly, and monthly call statistics

• Access to reports in a formatted MS Excel file that customers can download through the

portal

• A peak Busy Hour report for each day and overall period

• Archived reporting for 120 days - accessible through the Utilization portal

• A user interface that enables users to tailor date and time ranges for any reports

Benefits of Utilization Reports

Utilization Reports offer several benefits, including the ability to:

• Determine voice services utilization by customer

• Determine peak calling periods to tailor agent staffing levels

• Optimize voice capacity planning

Getting Started

Voice Utilization Reports User Guide 2

Getting Started

Logging In

You can access the voice/trunk reporting portal through MyAccount.

Figure 1. MyAccount Sign In screen

Use the following steps to log in to the voice/trunk reporting portal.

1. Enter myaccount.coxbusiness.com in your web browser.
Result: The MyAccount Sign In screen appears. (Figure 1)

2. Enter your User ID and Password in the respective fields. (Note: Click the Remember
User ID box if you want to by-pass entering it on subsequent launches.)

3. Click the Sign In button.

Result: The MyAccount splash page appears. (Figure 2)

Getting Started

Voice Utilization Reports User Guide 3

Figure 2. MyAccount splash page

4. Scroll to the Voice section and click the Voice Traffic Reports icon.
Result: The utilization report portal screen appears. (Figure 3)