Calls Reports
Table of Contents
Introduction to Calls Reports
Calls Reports, as the name suggests, is a PBX.IM 's feature that displays report results based on the KPIs you've set under General .
How to generate the report
Go to Reports
Log into your account, navigate to the Reports section, and select 'Calls Reports.'
Once you log in you will see the full page where you can set the parameters for your report.
From
Set the starting date and time for the report. Choose the exact day and hour to define when the report period begins.
To
Set the ending date and time for the report. Choose the exact day and hour to define when the report period ends.
Type
Select the type of calls to include, such as inbound, outbound, or queue.
Days
Click on the dropdown menu to filter by specific days of the week and select your preferred days.
Countries
Filter calls by country to focus on specific regions. Click on the dropdown menu and type in the name of the country.
Clear Filters
Reset all filters to default. Quickly start fresh with no active filters.
Today
Choose quick date presets (e.g., “Today”) to simplify report generation without manual date input. You have another options as well:
- Yesterday
- Last 7 Days
- Last 30 Days
- Last week
- Last month
Create Report
Click to generate the report based on your selected filters and settings. The report compiles data for the specified period and criteria.
Once you click Generate Report you will see the results color coded according to the KPIs you set under General .
Let's break down each section of the report:
Calls
Total number of calls received (560). The green indicator shows that this metric meets the set KPI target.
Answered Calls
Number of calls that were answered (203), with a 36% indicator. The red color suggests that the percentage of answered calls is below the KPI target.
Unanswered Calls
Number of calls that were not answered (357), with a 64% indicator. The red color indicates a high rate of unanswered calls, exceeding the acceptable KPI range.
Unique Calls
Number of unique callers (167), with a 29% indicator. The red color signals that this metric is below the KPI target for unique calls.
Avg Call Duration
Average duration of each call (11 seconds). The red color suggests it is under the KPI goal.
Talk Time
Total cumulative talk time (40 minutes, 22 seconds) for the period.
Detailed Destinations Report
Below the numbers report you can see detailed report based on destinations.
Country
Lists the destination countries for the calls. Each row represents data for a specific country.
Calls
Total number of calls made to each country. Provides an overview of call volume per destination.
Answered
Number and percentage of calls that were answered in each country. High percentages indicate effective response rates in that country.
Unanswered
Number and percentage of calls that were not answered in each country. High percentages here may indicate issues with call availability or missed calls.
Unique Calls
Number and percentage of unique callers per country.
Avg. Call Duration
Average duration of calls to each country. Indicates the typical length of conversations, which can provide insights into engagement levels.
Talk Time
Total accumulated talk time for all calls to each country. Useful for understanding the overall amount of engagement per destination.
Total Cost
Total cost incurred for calls made to each country. Helps track expenses related to international calls and identify high-cost destinations.
Detailed Agents Report
Another section that you can use is the one where you can see a detailed report for each agent.
Name
Lists the names of agents handling calls. Each row provides data for an individual agent.
Calls
Total number of calls handled by each agent. This gives an overview of each agent's call volume and workload.
Answered
Number and percentage of calls that each agent successfully answered. A higher percentage reflects better responsiveness for that agent.
Unanswered
Number and percentage of calls that were unanswered by each agent. A high percentage could indicate areas for improvement in availability or efficiency.
Talk Time
Total talk time accumulated by each agent. This reflects the total time agents spent in conversation with callers.
Avg. Talk
Average duration of each call handled by the agent. This helps in understanding how much time each agent typically spends per call.
Note that the maximum time range you can select for the report is 3 months.