Extension Call Statistics Report

Extension Call Statistics report provides a quick overview of the number of calls that have been made and 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 Statistics 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 Statistics.

  3. Filter data by system 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 Statistics 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.
Note: This metric is displayed only when you set Communication Type filter to All, Inbound, Outbound, or Internal.
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.
Total (displayed in column) The total number of calls for each communication type.
Note: This metric is displayed only when you set Communication Type filter to Inbound/Outbound.