Download a Call Report from the Web Portal

Cloud Voice lets you export any call report as a local file, which is handy when you need the raw numbers for call analysis or for reconciling billing. This page walks through opening a report, narrowing it with filters, tailoring the export, and downloading the result.

Open a report

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

2. Open the report you want to work with. Where you find it depends on whether it is one you built yourself or a built-in report.

   A report you created and saved lives on the My Reports tab. Open it by clicking the view icon next to it, or by double-clicking the row.

   

   A built-in report lives on the Default Reports tab. Click the report you want.

   

Filter the report

With the report open, set the period it covers and any filters that apply to that report type.

1. Choose the time range the report should span.
2. Apply the filters that are relevant to the report you opened. The available filters differ by report; use the table below to see which ones each report supports.

Category	Report	Available filters
Extension	Extension Call Activity	Extensions/Extension Groups, Organization, Communication Type
Extension	Extension Call Statistics	Extensions/Extension Groups, Organization, Communication Type
Accounting	Extension Call Accounting	Extensions/Extension Groups, Trunk, Organization
Accounting	Extension Call Accounting Details	Extensions/Extension Groups, PIN Code, Organization, Trunk
Call Activity	IVR Report	Type, IVR
Call Activity	DID/Outbound Caller ID Activity	Trunk, DID, DOD, Communication Type
Call Activity	PBX Call Activity	Trunk, Include internal calls, Communication Type
Call Center	Agent Call Summary	Queue, Agent
Call Center	Agent Login Activity	Queue, Agent
Call Center	Agent Missed Call Activity	Queue, Agent
Call Center	Satisfaction Survey Detail	Queue, Agent
Call Center	Agent Pause Activity	Queue, Agent, Pause Reason
Call Center	Agent Performance	Queue, Agent, Exclude Calls Abandoned within Xs
Call Center	Queue AVG Wait & Talk Time	Queue
Call Center	Satisfaction Survey	Queue
Call Center	Queue Callback Summary	Queue
Call Center	Queue Callback Activity	Queue, Callback Result
Call Center	Queue Performance Activity	Queue, Exclude Calls Abandoned within Xs
Call Center	Queue Performance	Queue, Exclude Calls Abandoned within Xs, Exclude Calls within Xs
Call Center	Inbound Queue Activity Analysis	Queue, Wait Time Range, Time Range & Select Date, Exclude Calls Abandoned within Xs, Exclude Calls within Xs
Call Center	Unreturned Missed Call Report	Call From, Call To, Call Destination, Missed Call Type, Callback Status, Exclude Calls Abandoned within Xs
Call Center	Ring Group Statistics	Ring Group
Call Center	Inbound Queue Logs	Queue, Communication Type, Call From, Queue Status, Answered Agent, Wait Time, Agent Answer Time, Talk Time, Pure Talk Time, Hold Time, Source Trunk, DID/DDI, Exclude Calls Abandoned within Xs, Exclude Calls within Xs
Call Center	Agent Activity Analysis	Queue, Agent, Time Range & Select Date, Exclude Calls Abandoned within Xs, Exclude Calls within Xs
Call Center	Inbound Queue Logs for Agent	Queue, Agent, Communication Type, Call From, Agent Last Call Status, Queue Status, Process Result, Wait Time in Queue, Agent Wait Time, Talk Time, Pure Talk Time, Hold Time, Source Trunk, DID/DDI, Exclude Calls Abandoned within Xs, Exclude Calls within Xs
AI	AI Receptionist Call Activity	Receptionist
AI	Transcription Usage Details	No additional filters

Once the filters are set, the matching results appear on the page.

Note

When a report offers more than one time-based filter and you set several of them, only data that falls inside the overlapping period is returned.

Tip

The duration filters (Wait Time, Agent Answer Time, Talk Time, Pure Talk Time, and Hold Time) accept plain numbers, number ranges, and the operators -, =, <, <=, >, and >=, so you can target a precise span (for example, calls that waited longer than 30 seconds).

What the less obvious filters mean

• Include internal calls: On the PBX (Private Branch Exchange, your organization’s phone system) Call Activity report, decides whether internal call activity is counted alongside external calls.
• Wait Time Range: The interval used to group callers by how long they waited in the queue before an agent picked up.
• Time Range & Select Date: The reporting period the report covers.
• Exclude Calls Abandoned within Xs: A ring-duration cutoff. Calls abandoned before this many seconds elapse are dropped from the report.
• Exclude Calls within Xs: A talk-duration cutoff. Answered calls that ended within this many seconds are dropped from the report.
• Call From / Call To: The caller’s number or name, and the callee’s number or name.
• Call Destination: The kind of destination an inbound call was routed to.
• Missed Call Type: The category of missed call to include in the report.
• Callback Status: Whether a missed call has since been returned.
• Talk Time vs. Pure Talk Time: Talk Time counts the whole conversation including any time on hold; Pure Talk Time counts only the time actually spent talking.
• Process Result: How an abandoned or missed queue call was ultimately handled.

Acronyms used in the filters

• DID (Direct Inward Dialing) and DDI (Direct Dialing In): An external phone number that routes calls straight to a specific extension or destination. DDI is the European name for the same thing.
• DOD (Direct Outward Dialing): The caller ID number presented to the far end when an extension places an outbound call.
• IVR (Interactive Voice Response): The automated voice menu that answers callers and routes them by key presses (for example, “press 1 for sales”).
• PIN Code: A Personal Identification Number an extension enters before dialing, used to attribute the call to a person or project for accounting.

Adjust the columns (optional)

You can reshape the list so the metrics you care about are front and center.

Action	How
Choose which columns show	Click the column-selection icon and pick the columns to display.
Freeze a column	Click the drag handle beside a field and drag it to Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Click the drag handle beside a field and drag it to the position you want.

Set the download options (optional)

Before you export, you can control the file format and what it contains.

1. At the top of the page, click the settings icon.

2. In the window that opens, adjust the options below, then click Save.

   • File Format: The format of the exported file: CSV, XLS, HTML, or PDF.
   • Duration Format: How every duration field is shown: Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: Whether to export All fields or only the Selected ones.

Download

Click Download. The filtered report is saved to your computer in the format you chose.