THE BASICS - VERSATURE'S GOOGLE SHEETS™ ADD-ON

Versature’s Google Sheets™ add-on was created so you can get the most of your call data and better understand the numbers behind your success. After a simple download, you’re ready to start importing your personal call data or your company's call data. To learn how to download the integration and access your call data, check out our installation article


HOW TO OPEN THE VERSATURE ADD-ON

After you have installed Versature's Google Sheets™ add-on you can open it anytime from a new sheet by clicking Add-ons in the top toolbar, then Versature for Sheets and Open

HOW TO CREATE A SHEET

Choose a pre-built report type, a date range, and then generate a new Google Sheet™.  

  1. In the top menu bar, click Add-ons
  2. Click Versature for Sheets
  3. Click Open
  4. In the pop-up menu on the right, adjust the requirements to show the data you want to view.

NOTE: Depending on your Versature profile, you will either have access to your call detail records, call queue records, or records of your entire company.


OVERVIEW OF SHEET OPTIONS 

There are two categories of sheets, with seven different types of sheets available in total.  

Call Data Records (CDRs) 

CDRs are the backbone of all the report types you can generate with the Google Sheets™ Add-On. Call queue reports are provided for a faster way to drill down in a specific queue—rather than filter through your entire company records. 

My CDRs - includes all the data from your personal call history. Any user scope can access their personal CDRs. 

Company CDRs - includes all the data from the entire company's call history. These can only be accessed by users classified as an Office Manager.



Call Queues Reports 

It is recommended to generate reports for a time period of 4 weeks or less for Call Queue reports.


PREDETERMINED TIME PERIOD  

With the exception of live queue stats, you must choose a time period for the data you want to view. Within the interval column, the report will automatically display the date but not the time. To change this to date and time:

  1.  Click the column head of the interval column you want to change.
  2. Click Format. 
  3. Click Number. 
  4. Choose the interval type you want to use. We recommend date and time for optimal clarity. 

DIALLED NUMBER REPORTS 

Generate a sheet displaying inbound calls with the volume of calls dialled to a specific number within a predetermined period of time.  


SPLIT REPORTS

Generate a sheet displaying a call queue's volume within a predetermined period of time. This report can be generated for all queues or 1 specific queue at a time. 


CALL QUEUE STATS 

Generate a sheet with all the call queue statistics from a predetermined period of time

Stats included

abandoned rate

 average handle time

dial transfers

 adjusted calls offered

average answer speed 

 calls handled

service level 

 call volume

abandoned calls 

 average talk time

calls to voicemail

 adjusted abandoned rate

calls offered

 adjusted abandoned calls

average hold time

 calls forwarded

TIP!

If you are tracking data from multiple queues and need a fast way to differentiate which sheet is from which queue, the title at the bottom scroll bar contains the queue extension number.



LIVE CALL QUEUE STATS 

Generate a sheet with live queue stats for all the queues in a company.

Stats included

calls waiting

 unavailable agents

average wait time

 max wait time

available agents

 number of agents  



GENERAL NOTES 

When generating personal or company Call Detail Records (CDRs): 

  • It is faster to download CDRs during non-business hours. 
  • It is recommended that a maximum of 1 week of data is set to generate for company CDRs; any longer than 1 week can slow the upload process. 
  • Data will load 1000 CDRs at a time.
  • The timezone will automatically configure to your location. 
  • Under the call type column, an "on-net" call means that a Versature number has called another Versature number. Calls between two users within the same company will also display as "on-net."  
  • Before manipulating data, it is always recommended to copy the information from a Versature generated Google Sheet™ and paste it into a new sheet. Whenever a Versature Google Sheet™ is refreshed, any manipulation of data, notes, or formulas will not be saved
  • When filtering data based on specific users or extensions, it is recommended to use the "To User" and "From User" columns instead of the "To" and "From" columns because the "To" and "From" values sometimes show the sip domain and sometimes show the caller ID number. 
  • The duration of a call will always appear in seconds, learn how to convert seconds to minutes and hours in Google Sheets™.

Learn more about Versature's Google Sheet Add-On and how to distill your knowledge for better readability.  

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