For your convenience, your call and chat records are available through our online portal at my.call-ruby.com. You can view some basic analysis from the Insights page, but if you'd like to do a deep dive analysis of your activity, you're able to export up to the last two year's of activity with the following steps:

In order to manage export sizes, you can only export up to one month of data at a time.

Exporting from the Insights Page

On the Ruby Insights page you can export a PDF or Excel file of your inbound activity for the selected invoice period.

PDF or .CSV of All Activity for Invoice Period:

STEP 1: Login at my.call-ruby.com and go to Account
STEP 2: From Account, click on Insights and select the Invoice period and Account.
STEP 3: Click “PDF” or “Excel” button to download activity for the invoice period.

On the PDF copy, you'll see total number of inbound calls, as well as your billable minutes, and total call time.

You'll also see columns containing the following information.

Date: The date the call or chat started
Time: The start time of the call. 
Caller ID: Caller's caller ID information
Outcome: The outcome of the call, as selected by the receptionist.
Billable Mins: Billable call time
Group Name: Which contact group the message was sent to.

Below are each of the columns of information in your exported Activity .CSV and what they contain: 

Task ID: Used internally for tracking each task
Date: The date the call or chat started
Time: The time the call or chat started
Caller ID Number: Caller's caller ID information
Outcome: The outcome of the call, as selected by the receptionist.
Billable Mins: Billable call time
Group Name: Which message group the message was sent to.
Form Name: Which message form was used to take the message. 

The message contents will be spread across columns with each message field occupying a column. At these times the columns do not export with labels.

Prefer to export and see your messages as they were sent? You can do that from the Activity tab in the online portal.

Exporting from the Activity Page

STEP 1: Login at my.call-ruby.com and go to Activity
STEP 2: Use the date dropdowns to select a time frame up to one month.
STEP 3: Click Export CSV.

Your export will include the following information:

Start Time: This is the time the call reached Ruby. 
End Time: This is the time the call ended.
Is Archived?: This column indicates whether or not an activity has been archived. FALSE means it has not been archived and TRUE means it has been archived.
Type: This column indicates whether the activity was a call, voicemail, or message.
Tag: This is the call tag the receptionist selected when wrapping up your call.
Type Detail: This is the subset of call tags that flags the type of contact the receptionist had with your caller. You'll see:

• Called and Connected: This means the caller was connected to someone in your office.
• VM / MSG / FYI: This means the receptionist took a message or connected a caller to voicemail.
• FAQ / Receptionist Handled: This means the receptionist was able to answer the caller's question with the information on your account.
• Solicitor: The caller was identified as a solicitor.
• Wrong Number - No Message: The caller indicated they had reached the wrong number.
• Hang up - No Message: The caller hung up before the receptionist could collect any information.
• Fax tone: The receptionist answered the call and heard a fax tone.
• Outbound assist: This call was placed by our Assist team. 
• Your company calling Ruby: This is an inbound call received from someone at your company.
• Internal test call from Ruby: This is a test call placed by a member of our Customer Happiness team.

From Name: This will be the caller's name as recorded by the receptionist if a message was taken, or the caller ID name that displayed on any incoming calls that did not result in a message. 
From Caller ID Number: This is the caller ID number the caller called in from.
To Phone Number: This is the Ruby forwarding number the caller reached. 
Company: This is the company the call reached (this will be the same for all calls unless you have multiple accounts or lines with Ruby).
Profile: This is the message group that the message was sent to.
Total Time: This is the length of the call from start to finish, and does include talk time once the call has been transferred.
Receptionist Time: This is the billable time for the call. This does not include talk time once the call has been transferred.
Call Length: The length of time the receptionist spent handling the call.
Message Text: This is the contents of the message the receptionist sent. 

PDF Copy with Custom Search Filter:

From the Activity page, PDF exports can only be done with a search filter. 

STEP 1: Login at my.call-ruby.com and go to Activity
STEP 2: Use the date dropdowns to select a time frame up to one month and enter a search term with a minimum of three characters. 
STEP 3: Click Export PDF 
STEP 4: You'll see a pop-up with a tick box. Leaving the box unticked will export all activity records with a partial match - for example searching ‘ent’ will return results for ent, as well as dental and entomology. Ticking the box will return an exact match  - and will only include ‘ent’ and exclude partial matches.
STEP 5: Once you've confirmed your search parameters, click Export.