4 New Call Reports and improved filters scheduled for next update.

We outlined at the end of 2024 enhancements coming to “standard” call reporting. It’s taking longer than expected, but we’re confident it will be worth the wait. Although we can never give an exact date, we anticipate at least a month from now. In this blog post we describe four new reports along with a number of new filters. Once finalised, these new call reporting features will give you even more insights into your call data to help you make better business decisions. Read on to learn more.

New Call Reports

We’re working on 4 new reports including inbound and outbound call reports, user activity and call distribution.

Inbound & Outbound Call Reports provide detailed information including Date and Time, Incoming Caller ID, Trunk (the line on which the call came in), DID (the number the call hit), Call Status (Connected or Not), Ringing Time, Talking Time, Total Call Duration, Answered By and Recording URL.

Outbound Call Reports provide detailed information including Date and Time, Caller and Callee Dialed Number, Outgoing Trunk, Status (Answered or Not), Ringing Time, Talking Time, and Total Call Duration, Recording URL, Cost (if configured) and Call Type (National, International and Mobile).

User Activity aggregates answered/unanswered calls for a fixed time period (hour, day, month) for chosen user groups (range of extensions or particular groups). Hourly, daily, weekly, monthly and yearly reports can be generated.

Call Distribution shows the sum of incoming/outgoing calls for a fixed time period for chosen user groups. Hourly, daily, weekly, monthly and yearly reports can be generated for a range of extensions or particular groups.

Filters & Call Reporting Enhancements

Selecting Multiple Users, Departments & Queues

Previously, reports could only be generated for a single user. We’ve expanded this functionality to allow managers to select and filter multiple users, departments and / or queues in one go – ideal for Managers with responsibility for multiple departments.

Filtering Internal and External Calls

Admins and analysts are now able to filter reports based on call type – internal calls only and external calls only – offering increased flexibility and precision for reporting.

Totals in CSV Reports

Previously, pagination limited the ability to display a “total” row at the end of reports. This was due to dynamic page loading. This report shows you how your customers are moving through your sales funnel allowing you to identify bottlenecks in your sales process and make improvements.

Enterprise Quality Call Reporting

Delivering enterprise quality call reporting is part of our 2025 strategy. Having future proofed our architecture, we will continue to develop relevant features. Watch this space for more updates.