Call Reports(Legacy)

Create and Run a Report

To create a new report:

  1. Navigate to Call Statistics > Call Reports.

  2. Click Add.

  3. Configure the report using the available parameters.

  4. Click OK to generate the report.

Report Configuration Parameters

Report Type

  • Type: Select the report template that will serve as the basis for the report.

Date Range

  • Range: Select a predefined range or define a custom date range.

    • Supported ranges include: Today, Yesterday, Last Week, Last 7 Days, Last Month, Last 30 Days, and Custom Range.

Scheduling

  • Frequency: Choose how often the report runs:

    • One Time Now

    • Daily

    • First Day of the Week

    • First Day of the Month

General Settings

  • Name: Assign a descriptive name to the report.

  • Mail To: Specify an email address to receive the report download link.

    • Note: The SMTP server must be configured correctly.

  • Export As: Select the report format.

    • Supported formats: CSV, HTML

These parameters are available for all report types.

Report Filters

Filters allow you to refine the data displayed in a report.

  • Each report type supports its own set of filters.

  • Filters apply only to the specific report being generated.

For example, to view only answered calls, apply a filter based on Call Status = Answered.

After configuring the filters, click OK to generate the report.

⚠️ If the selected date range contains a large number of calls, report generation may take longer. A single Normal Call Report is limited to 20,000 calls. Other report types do not have this limitation.

Report Status and Saved Reports

While a report is being generated, its status is displayed as Running.

Once completed:

  1. Click Refresh.

  2. Locate the report in the list.

  3. Click the link icon to download it.

Normal Call Report

This report provides basic call-level details and supports the following filters:

From

Filter by caller number:

  • Extension / Extension Range (e.g., 101 or 101-110)

  • Number (e.g., 003321456783)

  • Numbers Start With (prefix match, e.g., 035)

  • Numbers Contain (substring match, e.g., 327)

  • Internal Extensions

  • External Numbers

To

Filter by callee number (same options as From).

Call Status

  • Answered

  • Not Answered

Duration

  • Talking Time

  • Ring Time

Additional Fields

  • Cost – Call cost

  • CLI – Outbound caller ID

  • DID / DDI – DID/DDI number for inbound trunk calls

  • End Reason – Who ended the call (caller or callee)

  • Trunk Name – Trunk used for the call

  • User Data – Custom data passed via REST API

Extension Group Call Cost Report

This report calculates call costs for a specified user group.

Filters

  • Type:

    • Any

    • Local

    • National

    • Mobile

    • International

  • Group Name – User group associated with the call

  • Call Type – Billing type matched by the billing rule

  • Prefix – Billing rule prefix

Queue Performance Report

This report summarizes service levels for one or more queues, including:

  • Total calls received

  • Calls handled

  • Calls not handled

Statistics are also broken down by agent, making it easy to identify high and low performers.

Filters

  • Exclude Calls Dropped Before (Seconds)

  • Call Queue – Select one or more queues

Metrics

  • Queue

  • Received

  • Serviced

  • Unanswered

Queue Detailed Statistics

Provides comprehensive queue metrics, including

  • Calls: Answered, abandoned, total, % serviced

  • Ring Time: Total and average

  • Talk Time: Total and average

Queue Abandoned Calls Report

Helps identify potential causes of abandoned calls by showing:

  • Waiting time

  • Caller information

  • Assigned agent

  • Number of polling attempts

Queue SLA Statistics

Displays:

  • Total calls received per queue

  • Number and percentage of calls missed based on SLA thresholds

Queue Breaches SLA Report

Shows calls that exceeded the configured SLA, including:

  • Call time

  • Caller ID

  • Waiting duration

You can exclude calls dropped before a specified time threshold.

Queue Callbacks Report

Displays:

  • Number of calls received

  • Callback requests

  • Successful and unsuccessful callbacks

Team Queue General Statistics

Focuses on queue performance at the team level, including:

  • Call handling behavior

  • Number of agents assigned to each queue

Ring Group Statistics Report

Displays call statistics for one or more ring groups, including:

  • Calls received

  • Calls answered

Statistics are broken down by agent extension, helping identify performance trends and improvement areas.

PreviousCall ReportsNext22 Dealers

Last updated