Extension Call Activity Report

Extension Call Activity report provides granular insights into the hourly, daily, and monthly breakdown of the number of calls that have been made or received by extension(s), and can be broken down to specific extensions, groups of extensions, or organizations of extensions. This topic introduces how to access the report and explains the key metrics in detail.

Access Extension Call Activity report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. In the Report Type drop-down list, select Extension Call Activity.

  3. Filter data by system date and time, extension(s), extension group(s), organization(s), or communication type.
    Note: Organization filter is displayed only when you enable Organization Management feature (Path: PBX Settings > Preferences).

    A report that meets the filter criteria is displayed on the page, as shown below.

    Note:
    • You can click the tab at the top-left corner to switch between the breakdown reports.
    • If you filter data by organization(s), the report data will include the selected organization and its subordinate departments.

Report details

We take the above report as an example to introduce the key metrics for Extension Call Activity report.

Metric Description
Answered The total number of calls that the extension(s) answered.
No Answered

The total number of calls that were routed to the designated destination when the extension(s) didn't answer the calls.
Busy The total number of calls that were routed to the designated destination when the extension(s) was busy.
Failed The total number of calls that were failed to be made by the extension(s).
Voicemail The total number of voicemails that the extension(s) received.
Total Ring Duration The total time between calls started and calls answered.
Total Talk Duration The total time between calls answered and calls ended.
Total (displayed in row) The sum of all the values in each column.
Note:
  • This metric is only available for extension and extension group.
  • If you select multiple extension groups and one of the extensions belongs to two or more extension groups, the call statistics for the extension will be calculated more than once.