Call Report Overview

Cloud Voice turns raw call activity into visual reports you can act on, pairing detailed records with analytics so you can track performance and judge how efficiently your team communicates. This page introduces the two report types, the ways to reach a report, and the rules that keep report data from piling up.

Report types

Reports fall into two categories:

• Default call report: A report built on fixed dimensions, filters, and metrics. Pick one from the list and start reading call statistics right away.
• Custom call report: A report whose dimensions, filters, and metrics you set yourself, so you can shape the output around the way your business works.

Which reports you can open depends in part on your subscription plan. Follow any report link below for steps to open that report and an explanation of the metrics it shows.

Note

If a report you expect is not in the list on your portal, your current subscription plan probably does not include it. Check the plan before assuming the report is missing or broken.

Default call reports

Note

Several report names use shorthand. Here is what the terms mean:

• IVR (Interactive Voice Response): the automated menu that greets callers and routes them based on the keys they press.
• DID (Direct Inward Dialing): an external phone number that sends callers straight into the system.
• Outbound Caller ID: the number shown to the person you are calling.
• PBX (Private Branch Exchange): the phone system itself, covering both internal and external calls.
• AI (Artificial Intelligence): the built-in engine behind features such as the AI Receptionist and call or voicemail transcription.

• Extension Call Activity Report
• Extension Call Statistics Report
• IVR Report
• DID/Outbound Caller ID Activity Report
• PBX Call Activity Report
• AI Receptionist Call Activity Report
• Transcription Usage Details Report
• Queue AVG Wait & Talk Time Report
• Queue Callback Activity Report
• Queue Callback Summary Report
• Queue Performance Report
• Queue Performance Activity Report
• Satisfaction Survey Report
• Satisfaction Survey Details Report
• Agent Call Summary Report
• Agent Login Activity Report
• Agent Missed Call Activity Report
• Agent Pause Activity Report
• Agent Performance Report
• Extension Call Accounting Report
• Extension Call Accounting Details Report
• Unreturned Missed Call Report
• Ring Group Statistics Report
• Quality of Service Report

Custom call reports

• Inbound Queue Activity Analysis Report
• Inbound Queue Logs Report
• Inbound Queue Logs for Agent Report
• Agent Activity Analysis Report

Build your own report

You are not limited to the reports the system ships with. Starting from a default call report, you can change its filters and metrics; starting from a custom call report, you can set its dimensions, filters, and metrics from scratch. Every report you create is stored under My Reports so you can return to it from one place.

For the full procedure, see Create a Custom Call Report.

Ways to reach a report

Cloud Voice gives you two ways to get a report in front of the people who need it:

• On demand: Open a report in the web portal whenever you want, and download a copy if you need one. See View Call Report and Download Call Report from the Web Portal.
• Scheduled delivery: Have a report emailed to one or more mailboxes at a time you set, then download it as needed. See Schedule Automatic Call Report Delivery via Email.

Tip

Use on-demand viewing for a quick one-off look. If a manager or team needs the same report every day, week, or month, set up scheduled delivery instead so it arrives by email on its own and nobody has to log in to run it.

Note

Once a scheduled report has been sent successfully, you can also pull it straight from the web portal rather than the email. See Download Scheduled Call Report from the Web Portal.

Automatic cleanup

To keep storage in check, Cloud Voice removes the oldest reports once the total reaches 200,000 by default. The reports themselves are deleted, but their underlying CDRs (Call Detail Records, the raw per-call log entries) stay in place. You can raise or lower this maximum, or instead set a maximum retention period so reports are cleared after a set age.

Caution

Cleanup deletes reports permanently. If you lower the maximum count or shorten the retention period, the system can purge existing reports as soon as the change takes effect, so confirm you no longer need the older reports first. Your raw call history is safe either way, because the associated CDRs are always kept.

For the settings involved, see Auto Cleanup Settings.