Detailed reports

You can download a detailed report as a comma separated values (.csv) file from the Reports screen. The .csv file can be opened in a spreadsheet application, such as Microsoft Excel, Apple Numbers, or Google Sheets.

Each report provides extensive usage information for the nominated period. If you need additional detail, you can add columns to your reports by applying Report tags to your organisational units and waiting areas. For information on how to do this, see Assign a report tag.

Tip:

If your downloaded .csv file has a row at the bottom containing the text End of Report, you can be sure the report features all relevant data and is complete.

Organisational units

This report presents an overview of all activity in the organisational units for which the currently signed-in user has reporting permissions. It includes data on the use of waiting areas and meeting rooms, the number of signed-in users participating in consultations or meetings, and the amount of time spent in those encounters.

View the report fields

Summary lines

Item	Description
Organisational units	The total number of organisational units covered by the generated report.
Organisational units used in consultations and meetings	The number of organisational units with waiting areas or meeting rooms that were used for consultations or meetings during the reporting period.
New organisational unit	The number of organisational units that were created during the reporting period.
Deleted organisational unit	The number of organisational units that were deleted during the reporting period.

Data tables

Column	Description
Organisational unit	The name of the organisational unit.
Created	The date that the organisational unit was created.
Deleted	(If relevant) The date that the organisational unit was deleted.
Platform accounts	The total number of platform accounts in the organisational unit, as of the reporting period.
Platform accounts used in consultations or meetings	The total number of platform accounts in the organisational unit, that took part in at least one consultation or meeting, during the reporting period.
Platform accounts created	The number of platform accounts created in the organisational unit during the reporting period.
Waiting areas	The total number of waiting areas in the organisational unit, as of the reporting period.
Waiting areas used for consultations	The number of waiting areas in which consultations occurred, during the reporting period.
New waiting areas	The number of waiting areas created during the reporting period.
Deleted waiting areas	The number of waiting areas deleted during the reporting period.
Service providers	The total number of platform accounts with the service provider role in at least one waiting area in the organisational unit.
Service providers that participated in consultations	The number of service providers who took part in at least one consultation during the reporting period.
New service providers	The number of platform accounts that were assigned the service provider role in one or more of the organisational unit's waiting areas, for the first time, during the reporting period.
Consultations	The number of video calls in waiting areas between a service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. and a service provider, that lasted for the minimum consultation duration, or longer, during the reporting period.
Consultation hours	The total number of hours spent in consultations, during the reporting period.
Meeting rooms	The total number of meeting rooms associated with the organisational unit, as of the reporting period.
Meeting rooms used for meetings	The number of meeting rooms in which meetings occurred, during the reporting period.
New meeting rooms	The number of meeting rooms created during the reporting period.
Deleted meeting rooms	The number of meeting rooms deleted during the reporting period.
Meeting room members	The total number of platform accounts with the meeting room member role in at least one meeting room in the organisational unit.
Meeting room members that participated in a meeting	The total number of meeting room members who took part in at least one meeting during the reporting period.
New meeting room members	The number of platform accounts that were assigned the meeting room member role in one or more of the organisational unit's meeting rooms, for the first time, during the reporting period.
Meetings	The number of video calls in meeting rooms between meeting room users and invited guests, that lasted for the minimum meeting duration, or longer, during the reporting period.
Meeting hours	The total number of hours spent in meetings, during the reporting period.

Regular waiting areas

This report describes the activity in all of the individual-appointment waiting areas for which the user has reporting permissions, including usage, and related consultant activity.

View the report fields

Summary lines

Item	Description
Waiting areas	The total number of waiting areas covered by the generated report.
Waiting areas used for consultations	The number of waiting areas that were used for consultations during the reporting period.
New waiting areas	The number of waiting areas that were created during the reporting period.
Deleted waiting areas	The number of waiting areas that were deleted during the reporting period.
Consultations	The number of video calls in all waiting areas, between service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. and service provider, that lasted for the minimum consultation duration or longer, during the reporting period.
Consultation hours	The total number of hours spent in consultations, across all waiting areas, during the reporting period.

Data table

Column	Description
Organisational unit	The name of the organisational unit in which the waiting area is located.
Waiting area	The name of the waiting area.
NID	The network ID of the waiting area to which service users connect.
Created	The date that the waiting area was created.
Deleted	(If relevant) The date that the waiting area was deleted.
Last consultation	The most recent date on which a consultation was held in the waiting area.
Total service providers	The total number of platform accounts with the service provider role for the waiting area.
Service providers that participated in consultations	The number of service providers who took part in at least one consultation during the reporting period.
New service providers	The number of platform accounts that were assigned the service provider role in the waiting area during the reporting period.
Consultations	The number of video calls in the waiting area between a service user and a service provider, that lasted for the minimum consultation duration or longer, during the reporting period.
Consultation hours	The total number of hours spent in consultations during the reporting period.
Owner	The provider of the platform. For example: NHS England, Near Me (Scotland). Note: The content of this column is drawn from the Owner Organisation reporting tag.

Group waiting areas

This report describes the activity in all of the group-consultation waiting areas for which the user has reporting permissions, including usage, and related consultant activity.

View the report fields

Summary lines

Item	Description
Waiting Areas	The total number of waiting areas covered by the generated report.
Waiting Areas used for Consultations	The number of waiting areas that were used for consultations during the reporting period.
New Waiting Areas	The number of waiting areas that were created during the reporting period.
Deleted Waiting Areas	The number of waiting areas that were deleted during the reporting period.
Consultations	The number of video calls in all waiting areas, between service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. and service provider, that lasted for the minimum consultation duration or longer, during the reporting period.
Consultation Hours	The total number of hours spent in consultations, across all waiting areas, during the reporting period.

Data table

Column	Description
Organisational Unit	The name of the organisational unit in which the waiting area is located.
Waiting Area	The name of the waiting area.
NID	The network ID of the waiting area to which service users connect.
Created	The date that the waiting area was created.
Deleted	(If relevant) The date that the waiting area was deleted.
Last Consultation	The most recent date on which a consultation was held in the waiting area.
Total Service Providers	The total number of platform accounts with the service provider role for the waiting area.
Service Providers that Participated in Consultations	The number of service providers who took part in at least one consultation during the reporting period.
New Service Providers	The number of platform accounts that were assigned the service provider role in the waiting area during the reporting period.
Consultations	The number of video calls in the waiting area between a service user and a service provider, that lasted for the minimum consultation duration or longer, during the reporting period.
Consultation Hours	The total number of hours spent in consultations during the reporting period.
Owner	The provider of the platform. For example: NHS England, Near Me (Scotland). Note: The content of this column is drawn from the Owner Organisation reporting tag.

Service providers

This report summarises the activity undertaken by all service providers in the organisational units for which the currently signed-in user has reporting permissions. It includes data on user activity, the waiting areas used, and when waiting areas were last used.

View the report fields

Summary lines

Item	Description
Service providers	The total number of platform accounts with the service provider role in at least one waiting area in the listed organisational units.
Service providers that participated in consultations	The total number of platform accounts with the service provider role, that participated in at least one consultation during the reporting period.

Data table

Column	Description
Organisational unit	The name of the organisational unit.
Service provider platform account	The email address used as the platform account's username.
Service provider	The platform account holder's first name and last name, as recorded in their user profile.
Waiting area	The name of the waiting area used.
Consultations	The total number of consultations held in the waiting area, in which the service provider participated during the reporting period.
Consultation hours	The total number of hours the service provider spent in consultations during the reporting period.
Last consultation	The most recent date on which the service provider participated in a consultation in the waiting area.

Regular consultations

This report describes in detail the individual-appointment call activity that took place in each consultation, by participant.

View the report fields

See the sections below the table for additional information about this report.

Column	Description
Organisational Unit	The name of the parent organisational unit.
Waiting Area	The name of the waiting area to which the call was made.
Room ID	The unique identifier that represents the waiting area used for the call.
User ID	The unique identifier that represents the service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. to the waiting area.
User name	The name of the person (for service providers or guests), or blank (for service users).
Participant Type	One of the following: Caller (service user): The person who made the call to the waiting area Provider: A person with the role of service provider for the waiting area Guest: A person invited to the call as a guest.
Entry Time (local)	The time at which this person joined the video call, as per the reporting user's local time.
Time Call Answered (local)	The date and time at which the call is first answered by a service provider, as per the reporting user's local time. Note: This is only displayed if the person is a service user.
Time To Answer (sec)	The number of seconds it took for the first service provider to join the service user in their video room.
Time Call Ended (local)	The date and time at which the call ended, as per the reporting user's local time. The end of the call is determined as either the time that the service user left the call, or all service providers left the room.
Encounter Duration (sec)	The number of seconds during which the service user and service provider are both in the call. The duration excludes any time the service provider is not in the call.
Time Of Transfer (local)	If the call is transferred, the date and time at which the service user was transferred from their initial waiting area to a second waiting area, as per the reporting user's local time.
Transfer Target	The name of the waiting area or meeting room to which the person has been transferred.
Is Call Abandoned	1 = Yes, the service user abandoned the call, before it could be answered by a service provider. 0 = No, the call was answered by a service provider.
# Rejoins	The number of times the person had to manually reconnect to the call (usually due to connection drop-out).
Min Received Bandwidth (bps)	The lowest data reception rate achieved during the call, in bits per second.
Max Received Bandwidth (bps)	The highest data reception rate achieved during the call, in bits per second.
Average Received Bandwidth (bps)	The average data reception rate during the call, in bits per second.
Min Sent Bandwidth (bps)	The lowest data transmission rate achieved during the call, in bits per second.
Max Sent Bandwidth (bps)	The highest data transmission rate achieved during the call, in bits per second.
Average Sent Bandwidth (bps)	The average data transmission rate during the call, in bits per second.
Consultation Type	The type of consultation. Either "Regular" or "ConsultNow".

Why doesn't the Consultations report show the minimum duration I set?

Setting the minimum consult duration applies to all summary tiles (and their .csv reports), except for the Consultations report. The Consultations report does not reflect the changes in the minimum consultation duration as it is a comprehensive report that details all relevant data, including abandoned calls, calls not answered, and so on. For more information, see Set a minimum report duration.

How is the bandwidth for each provider determined?

In a consultation, participants are either a service user, a provider, or a guest.

At each end of each connection between participants, the receiving bandwidth is sampled at 30-second intervals.
Each participant's bandwidth usage is determined relative to the service user's. (As such, the service user's entry in the report never contains bandwidth information.)
The service user's received data rate for each connection is used to determine the 'sent bandwidth' of each provider and guest connection.

Note: Bandwidth values recorded for each provider and guest are likely to vary, depending on the variety of factors affecting each connection between the service user and each other participant.

Example:

A call record with a service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar., a provider, and a guest contains a total of three lines: one for each participant. Only the provider and guest lines display bandwidth figures; these are relative to the service user, not to each other.

The platform captures the receiving bandwidth at each end:

Service user records the received bandwidth they receive from the provider. This is reported as the sent bandwidth for Provider (from the service user).
Provider records the received bandwidth they get from the service user. This is reported as the received bandwidth for Provider (from the service user).
Service user records the received bandwidth they receive from the guest. This is reported as the sent bandwidth for Guest (from the service user).
Guest records the received bandwidth they get from the service user. This is reported as the received bandwidth for Guest (from the service user).

If a provider or a guest row in the report contains no data at all, this would indicate that there were issues retrieving stats between the service user and this participant.

Why is bandwidth information missing from some rows in the report?

There are a number of possible causes:

As each participant's bandwidth usage is determined relative to the service user, the service user's row never has bandwidth data recorded against it
The service user was in the call for less than 30 seconds (bandwidth is sampled in 30-second increments, and averaged over the duration of the call)
All of the bandwidth samples collected for a participant are unusual, and are discarded as part of the averaging calculation
The participant's browser was unable to collect the bandwidth data for a reason outside of the platform's control
One or more participants joined a call from an iOS device (iPhone or iPad). In such cases, bandwidth data is currently not collected from those participants, and so cannot be used in sent or received calculations.

The biggest impact this will have is when the service user is participating from an iOS device.

If a provider or a guest row in the report contains no data at all, then this would indicate that there were issues retrieving stats between the service user and this participant.

Tip: To reduce the risk of missing data, participants calling from a computer or Android device should ensure they have the latest Google Chrome browser installed. For more information, see What do you need?

Group consultations

This report describes in detail the group-consultation call activity that took place in each consultation, by participant.

View the report fields

See the sections below the table for additional information about this report.

Column	Description
GCID	The unique identifier which represents the call.
Org Name	The name of the parent organisational unit.
Network ID	The waiting-area ID.
WA Name	The name of the waiting area to which the call was made.
Num Of Providers	How many providers were in the group consultation. They might not all have been on the call at the same time.
Num Of Callers	How many callers were in the group consultation. They might not all have been on the call at the same time.
Provider Dropouts	How many times a provider dropped out of the call. This might be the same provider of different providers.
Caller Dropouts	How many times a provider dropped out of the call. This might be the same provider of different providers.
Status	One of the following: COMPLETED: the call followed the normal flow and ended as expected. TERMINATED: ended early or unexpectedly—possibly due to an issue, such as from dropouts.
Call Start	The date and time at which the call started, in the reporting user's local time.
DurationTime(Min)	How long the group consultation lasted in minutes. The duration starts when a provider launches the call.

Meeting rooms

This report summarises the meeting activity undertaken by all meeting room members in the organisational units for which the currently signed-in user has reporting permissions. It includes data on user activity, the meeting rooms used, and when meeting rooms were last used.

View the report fields

Summary lines

Item	Description
Meeting room members	The total number of platform accounts with the meeting room member role in at least one meeting room in the listed organisational units.

Data table

Column	Description
Organisational Unit	The name of the organisational unit.
Meeting Room Member Platform Account	The email address used as the platform account's username.
Meeting Room Member	The name of platform account holder, as recorded in the account's user profile. (firstName lastName)
Meeting Room	The name of the meeting room used.
Meeting Room Created	The date on which the meeting room was created.
Meeting Room Deleted	(If relevant) The date on which the meeting room was deleted.

Platform accounts

This report describes the video call platform accounts that were active, created, or deleted during the reporting period, and the roles assigned to those accounts.

Note: Most platform accounts relate to a single person, but some are used by multiple people. This report only counts platform accounts; it does not indicate how many people use a particular account.

View the report fields

Summary lines

Item	Description
Platform accounts	Total number of platform accounts in organisational units for which the user has reporting permissions.
New platform accounts	Number of platform accounts that were created during the reporting period.
Deactivated platform accounts	Number of platform accounts that were deactivated during the reporting period.

Roles summary

Item	Description
Total	The total number of roles (sorted by role) currently assigned to related platform accounts during the reporting period.
Granted	The number of roles (sorted by role) newly assigned to related platform accounts during the reporting period.
Removed	The number of roles (sorted by role) that were removed from related platform accounts during the reporting period.

Data table

Column	Description
Platform account name	The name associated with the platform account (first name and last name from the account's user profile).
Platform account	The email address used as the platform account's username.
Platform account created	The date on which the platform account was created.
Platform account deactivated	(If relevant) The date on which the platform account was deactivated.
Last signed In	The date on which the platform account was last signed in to the video call management console.
Platform invitation pending (date sent)	(If relevant) The date on which the invitation to create a new platform account was sent to the email address listed in the Platform Account field.
Organisational unit	The name of the related organisational unit in which the role is assigned.
Role	The name of the role assigned to the platform account. For more information on roles, see Roles and permissions. Note: If the platform account has more than one role assigned to it, each role is reported as a separate item.
Created by	The full name of the person who sent the account invitation. (Blank if the invitation is pending.)
Waiting area	The name of the waiting area to which the role is assigned, where the role is service administrator, service provider, service referrer, or service coordinator.
Meeting rooms	The name of the meeting room to which the role is assigned, where the role is meeting room administrator or meeting room member.
Access granted	The date on which the role was assigned to the platform account.
Access removed	(If relevant) The date on which the role was removed from the platform account.
Access removed by	The full name of the person who removed access. (Blank if access has not been removed.)
MFA Status	(Included only if MFA is enabled when reporting) Indicates if the platform account has turned on MFA. The value is either on or off. The value is the status of the account when the report is generated—not the status during the reporting period.