AI Receptionist Call Activity Report

The AI Receptionist Call Activity report summarizes how your AI (artificial intelligence) receptionists are handling calls. An AI receptionist answers inbound calls automatically and either resolves the caller’s request itself or passes the caller to the right person. This report combines trend charts, headline statistics, and a per-call breakdown so you can see how many callers each receptionist served, how long those conversations ran, and what the outcome was. This page explains how to open the report and how to read every figure it presents.

Before you begin

Your system must be running Cloud Voice firmware 84.22.0.138 or later.

Caution

If your firmware is older than 84.22.0.138, the AI Receptionist Call Activity report will not appear in the AI Reports pane. Confirm the firmware version first, before spending time troubleshooting a missing report.

Open the report

1. Sign in to the PBX (private branch exchange, your hosted phone system) web portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

3. In the AI Reports pane, select AI Receptionist Call Activity.

   

4. Choose what the report should cover.

   

   1. Use the Time Range and Select Date fields to set the period the report covers.

   2. In the Receptionist drop-down list, select one or more AI receptionists.

      Tip

      Select several receptionists at once to compare them side by side in a single report, rather than running one report per receptionist.

   The report refreshes to match your filters.

   

Save, schedule, or download

Once the report looks the way you want, you can keep it handy, have it emailed automatically, or export a copy.

Save to My Reports

Add the report to your My Reports list so you can reopen it later without rebuilding the filters.

1. At the bottom of the page, select Add to My Reports.
2. Give the report a name you’ll recognize, and adjust the filters or metrics if needed.
3. Select Save.

Schedule automatic delivery

Set up a task that emails the report on a recurring basis, for example a weekly summary for a manager who does not log in to the portal.

1. At the bottom of the page, select Add to Scheduled Reports.
2. Complete the scheduled task settings to define the recipients and delivery frequency.

Download a copy

Export the report to your computer for offline review or deeper analysis.

1. Optional: Select the settings icon to adjust how the file is exported, then save your changes:
   • File Format: Choose CSV, XLS, HTML, or PDF.
   • Duration Format: Show every duration field either Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: Export All fields or only the Selected ones.
   • Include Details: Export the summary list only, or include the detailed call records. If you include the details, choose how they appear:
     • Download data as multiple files/sheets
     • Details are displayed as indented, offset rows within the same list
2. Select Download.

Note

The settings icon step is optional. If you skip it, the report downloads with its current defaults. Open the settings only when you need a specific file format, duration format, field set, or the full detailed records rather than the summary list.

How calls are categorized

Every call an AI receptionist handles is assigned one of three processing results. These categories drive the statistics throughout the report.

Note

• Resolved: The AI receptionist handled the caller’s request without passing the call to anyone else.
• Transferred: The AI receptionist routed the caller to another destination.
• Unresolved: The AI receptionist neither addressed the caller’s request nor transferred the call.

Visual analytics

The charts at the top of the report plot call volume over the selected period and show how outcomes are distributed across the three processing results.

Call statistics

The statistics panel groups the headline numbers into three sets, each broken down by processing result.

Metric	What it measures
Call Count: All Answered Calls	Total calls the AI receptionist answered.
Call Count: Resolved Calls	Number of calls resolved.
Call Count: Transferred Calls	Number of calls transferred.
Call Count: Unresolved Calls	Number of calls left unresolved.
Total Talk Time: All Answered Calls	Combined time the receptionist spent talking to callers across all answered calls.
Total Talk Time: Resolved Calls	Combined talk time across resolved calls.
Total Talk Time: Transferred Calls	Combined talk time across transferred calls.
Total Talk Time: Unresolved Calls	Combined talk time across unresolved calls.
AVG Talk Time: All Answered Calls	Average talk time per answered call.
AVG Talk Time: Resolved Calls	Average talk time per resolved call.
AVG Talk Time: Transferred Calls	Average talk time per transferred call.
AVG Talk Time: Unresolved Calls	Average talk time per unresolved call.

Call details

The details table lists every call the AI receptionist handled during the reporting period.

Metric	What it shows
ID	A unique identifier for the call. Select the ID to open the matching CDR (Call Detail Record, the system’s log entry for that call) details.
Time	When the call came in.
Call From	The caller’s name and number.
Call To	The name and number of the AI receptionist that answered.
Talk Duration	The elapsed time between the call being answered and ending.
Processing Result	The outcome assigned to the call: Resolved, Transferred, or Unresolved.
AI Insights	The AI transcript and summary for the call. Select the eye icon to view them.