Create a Custom Call Report

Cloud Voice ships with a library of built-in call reports that summarize and break down your call activity, including reports focused on call center performance. When a built-in report doesn’t line up exactly with what you need to track, you can build your own by starting from an existing report (a general call report or a call center report) and adjusting its criteria. This page walks through creating a custom report from scratch.

Before you begin

• Your system must be running firmware 84.22.0.138 or later.
• You can keep up to 2000 custom reports on the system.

Create the report

1. Sign in to the PBX web portal and open Reports and Recordings > Call Reports.

2. On the My Reports tab, click Add to My Reports.

   

3. Complete the report details.

   

   Field	What to enter
   Report Name	A name that makes the report easy to recognize in your list.
   Dataset	The built-in call report you want to base this one on.
   Dimensions	The dimension or dimensions used to break the data into segments.
   Filters	The filters that narrow which records the report includes.
   Metrics	The metrics that surface the numbers you care about most.

   Note

   Reports whose data is generated on the fly from live calls can’t be used as a dataset. This includes the DID/Outbound Caller ID Activity report (DID stands for Direct Inward Dialing, an external phone number that routes callers straight to a specific destination) and the Satisfaction Survey report.

   Note

   • When you base a report on a default one, its dimensions are locked and can’t be changed.
   • Any dimension you select is automatically pulled into the report’s filters and metrics, and you can’t remove it from there.

4. Save the report as-is, or preview it first and fine-tune the settings.

   • To save without previewing, click Save.

     

   • To review the report and adjust it before saving:

     1. Click Preview.

        

     2. Set the filter values you want the report to open with by default.

        

        Note

        The preview doesn’t include charts, call details, or live report data. Those become available once you save the report.

     3. Optional: To add a summed total across the metric columns, select the Total checkbox.

        

        Note

        Reports based on a default report inherit the built-in Total setting, so this option can’t be changed for them.

     4. Click Save.

Result

• The new custom report appears in your report list.

• To open a report, double-click it or click the view icon .