📊 Documentation: Reports

📊 Definition — Reports module

The Reports module gathers the telephony operation reports: CDR (call detail), Queues / Call Center (queue and agent performance) and Statistics (user activity). With date, queue and agent filters, and export.

⚠️ Sample data: the numbers, names, queues and agents shown in this guide are generic (sample data), used only for illustration; they do not correspond to any real client information.

📞 CDR — Calls report

The CDR (detailed call record) shows the detail of each call, grouped by call (a call may have several legs). Typical columns: date, source (who called), DID (the company number they dialed), destination, queue/agent, type (inbound or outbound), status (answered / not answered), duration and recording.

Beyond the detail, the CDR offers several views of the same period, grouped in different ways:

Summary and by who handles

• Overview — totals and breakdown by call type.
• Extension — activity by agent/extension (offered, answered, no-answer).
• Queue — calls per queue (offered, answered, abandoned).
• Account — accounts (IVR) with the most calls.

By number and route

• Destination — the most frequent external numbers (callers and dialed).
• DID — inbound calls per company number (DID).
• Outbound ID — outbound calls by the Caller ID presented.
• DID Forward — DID calls forwarded to an external number (origin, DID, destination).
• Country — external calls grouped by country.
• Trunk — traffic per provider / trunk.

Trends and volume

• Day Trend — answered rate and volume by day.
• Hour Trend — call distribution by hour of day.
• Concurrency — peak simultaneous (concurrent) calls.

Call outcome

• Answer SLA — time-to-answer and service level.
• Abandoned — queue calls the customer hung up before being answered.
• No Answer — calls nobody answered.
• Busy / Failed — calls that returned busy or failed.
• Feature — feature-code usage (queue login/logout, do-not-disturb, forward, call spy, etc.).

Example with generic data (not real).

🎬 Video: a tour of Calls Reports

About three minutes: how to sign in securely (password and verification code), the period and filters, the totals, the reports by extension and by trunk, and the detail of every call. It is narrated: turn the sound on.

Sample data with fictitious names and numbers. Below, the same page explained point by point.

📞 The Calls report (CDR), point by point

Period and filters at the top, the totals in the middle, the chosen report below.

Sample data: phone system, queues, agents, user and numbers are fictitious (the phone numbers use ranges that cannot be assigned). Tap the image to see it full size.

1. 1
   Quick range

   Today, Last 24 hours, Yesterday, Last 7 days, Last 30 days or This month. It fills in the dates and times for you.

2. 2
   Filters

   Phone system, from and to (date and time), direction (inbound, outbound or internal), number or extension, outbound caller ID, DID, Call-ID, status and trunk. Submit applies the filters.

3. 3
   Export

   Export CSV downloads the detail for Excel and View report reloads the report with the filters you chose.

4. 4
   Totals for the period

   Total calls, inbound, outbound, DID forwards, internal, feature codes, answered, no answer and abandoned; plus ASR (answer rate), ACD (average duration) and total talk time.

5. 5
   The 18 reports

   Overview, Extension, Queue, Destination, Trunk, DID, Outbound ID, DID Forward, Country, Day Trend, Hour Trend, Concurrency, Answer SLA, Abandoned, No Answer, Busy / Failed, Account and Feature.

6. 6
   Report panel

   The chosen report. Overview shows the summary by call type —queue, outbound, internal, inbound, IVR, feature and DID forward— with its breakdown below and the CSV, PDF and Chart buttons.

🧾 The detail of every call

At the end of the page, call by call, with the same filter you chose above.

Sample data: phone system, queues, agents, user and numbers are fictitious (the phone numbers use ranges that cannot be assigned). Tap the image to see it full size.

1. 1
   Search and export

   The search box filters within the detail you are looking at, and from there you download it as CSV or PDF.

2. 2
   Columns

   Date and time, source, outbound caller ID, country or area of the number, dialed DID, destination (extension, queue or IVR), the agent who answered, account code, type and status.

3. 3
   Type and status

   The type says how the call came in or went out: Queue, Inbound, Outbound, Internal, IVR, Feature and DID Forward. The status says how it ended: ANSWERED, NO ANSWER, FAILED or ABANDONED.

👥 Queues / Call Center

Four views — we explain what each one does: Queues (reports by queue), Agents (reports by agent), Monitor Real Time (live board) and Monitor Plus (configurable board with charts).

1 · Queues — reports by queue

A queue is a group that calls enter and are shared among agents (for example Sales or Support). These reports measure how each queue responded.

• Performance (performance) — the queue summary: how many were answered, how many were abandoned (hung up before being answered), how long they waited and the service level (calls answered on time). To see the health of the queue.
• History (history) — the list of every call that entered the queue: time, who called, which agent answered and how long they waited. To review a specific call.
• Caller-ID — the numbers that called the queue the most (with their calls, answered, abandoned and talk time).
• DID — the company numbers (the ones dialed) with the most calls to the queue.
• Daily Trend — how the queue activity changed day by day.
• Hour Trend — the busiest and quietest hours of the queue.
• Ranking — orders the queues from best to last by the value you choose.
• Compare — compares two or more queues side by side.
• Heatmap — a day × hour grid that colors the busiest hours.
• Longest wait — the calls that waited the longest in the queue.
• Callbacks — abandoned calls to call back: who called, how long they waited and whether they were called back.

2 · Agents — reports by agent

An agent is the person (their extension) who answers the calls. These reports measure each agent work.

• Performance — summary of each agent: answered, missed, talk time and occupancy (how much of the time they were on a call).
• Agent Call — the detailed list of the calls each agent handled.
• Missed — the calls that rang the agent and were not answered.
• Ranking — orders agents from best to last by the value you choose (for example, most answered calls).
• Compare — places two or more agents side by side to compare them.
• Scorecard — a card per agent with their main numbers, like a report card.
• Daily Trend — shows how activity changes day by day.
• Hour Trend — shows the busiest and quietest hours of the day.
• Heatmap — a day × hour grid that colors the busiest hours.
• Agent State — which state the agent was in (available, busy, on break) and how long in each.
• Agent State Log — the log with the exact time of each state change.
• Login Sessions — what time each agent logged in and out.
• Occupancy — the percentage of time the agent was actually on a call.

3 · Monitor Real Time — live

A live board that shows what is happening right now: calls waiting, calls in progress and which agents are available, busy or on break. It updates by itself — ideal for the supervisor during the day.

Example of Monitor Real Time (generic data).

4 · Monitor Plus — configurable board

A live board you set up your way: choose which queues, agents and data to see, with charts (bars, pies, 2D/3D), clock, sound and full screen. To have a tailored view on a big screen.

Example of Monitor Plus (generic data).

Example (Performance by agent) with generic data — sample queue/agent names.

🎬 Video: a tour of Queue Reports

About three minutes: how to sign in securely (password and verification code), the filters, the queue and agent reports, and the live monitor. It is narrated: turn the sound on.

Sample data with fictitious names and numbers. Below, the same page explained point by point.

📋 Queue Reports — Queues: reports by queue

The main tab: period and filters at the top, the chosen queue report below.

Sample data: phone system, queues, agents, user and numbers are fictitious. Tap the image to see it full size.

1. 1
   Quick range

   Today, Last 24 hours, Yesterday, Last 7 days, Last 30 days or This month. It fills in the dates and times for you.

2. 2
   Filters

   Phone system, from and to (date and time), queue, agent, SLA in seconds and search. Submit applies the filters and Clean clears them.

3. 3
   Export

   Export CSV downloads the report for Excel and Export PDF saves it ready to print or send.

4. 4
   Tabs

   Queues (by queue), Agents (by agent), Monitor Real Time (what is happening now) and Monitor Plus (live board with charts of your choice).

5. 5
   Queue reports

   Performance, History (every call and its path), Daily Trend, Hour Trend, Ranking, Compare, Heatmap, Longest wait, Callbacks (abandoned calls to call back), Caller-ID and DID.

6. 6
   Service health

   Healthy when the service level is on target, or a warning with a recommendation when it is not. On the right: calls, answered, SLA, answer %, abandon % and average wait.

7. 7
   Indicators

   Calls, answered, abandoned, no answer, overflow, answer %, SLA %, ASA (average wait), AHT (average talk), max wait, total talk time and max concurrent calls. Hover each one to see what it measures.

8. 8
   Charts

   Incoming calls per hour (answered and abandoned) and by queue, at 15, 30 or 60 minute intervals. Download saves the chart as an image.

🟢 Queue Reports — Monitor Real Time: the live board

What is happening in your queues right now, without reloading the page.

Sample data: phone system, queues, agents, user and numbers are fictitious. Tap the image to see it full size.

1. 1
   Board bar

   Phone system, queues and states to show, how often it refreshes (5 seconds by default), clock, alert sound, settings and full screen to leave it on a TV.

2. 2
   Live totals

   Agents, available, on a call, paused, calls waiting, longest wait, longest talk, abandoned, answered, answer %, SLA, ASA and occupancy. They turn amber or red when something needs attention.

3. 3
   Live agents

   Each agent with their queue, state (In call, Available, Break, Ringing, Log out), how long in that state and, when on a call, the caller number with IN.

4. 4
   Add and remove agents

   Add agent adds extensions to a queue and Remove agent takes them out; each row can also pause an agent. Only shown to profiles with that permission.

5. 5
   Live calls

   Queue calls right now: queue, caller number, which agent it reached, dialed DID and its status.

👤 Queue Reports — Agents: reports by agent

The same filters, looking at each person.

Sample data: phone system, queues, agents, user and numbers are fictitious. Tap the image to see it full size.

1. 1
   Agent reports

   Performance, Agent Call, Missed (rang but not answered), Ranking, Compare, Scorecard, Daily Trend, Hour Trend, Heatmap, Agent State, Agent State Log (every state change), Login Sessions and Occupancy.

2. 2
   Team indicators

   Agents, answered, agent no-answers, answer %, AHT, ASA, total talk time and max wait, with team health above and charts by hour and by agent below.

📊 Statistics

Summary of your activity for the day: calls (inbound/outbound) and messages (SMS, WhatsApp, Email and chat).

Example with generic data (not real).