Extension Call Activity Report

The Extension Call Activity report shows how many calls your extensions make and receive over time, with hourly, daily, and monthly breakdowns. You can scope it to individual extensions, extension groups, or entire organizations, then use the built-in metrics to follow answer rates, ring time, talk time, and more. This page walks through opening the report, tailoring its columns, saving or exporting it, and what each metric measures.

Open the report

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

2. Open the Default Reports tab.

   

   Note

   A platform update changed how call detail records (CDRs) are stored, so report data is split across two tabs. Data recorded after the update appears under Default Reports, while earlier data stays under Call Reports (Legacy). Older CDRs and their report data are cleared over time according to your CDR Auto Cleanup setting. The steps below cover the new data on the Default Reports tab; to review historical data, open the Call Reports (Legacy) tab instead.

3. In the Extension Reports pane, click Extension Call Activity.

   

4. Set the reporting period using the Time Range and Select Date fields.

5. Narrow the results by extension, extension group, organization, or communication type.

   Note

   Filtering by an organization also includes every department that sits beneath it.

The report updates to match your filters:

Tip

Switch dimensions to view other breakdowns of the same data.

Adjust the columns (optional)

Tailor the list so it surfaces only the indicators you want to follow:

• Choose which columns appear: click the column filter icon above the list, then select the columns to show.

  

• Reorder columns: click the drag handle next to a field and move it to a new position.

  

Save, schedule, or download the report (optional)

Once the report shows what you need, keep it for quick reference, have it delivered automatically, or export a copy.

Add to My Reports

Save the report to your My Reports list for one-click access later:

1. At the bottom of the page, click Add to My Reports.
2. Enter a name that helps you recognize the report, and adjust the filters or metrics if needed.
3. Click Save.

Add to Scheduled Reports

Have the report emailed on a recurring schedule:

1. At the bottom of the page, click Add to Scheduled Reports.
2. Complete the scheduled task settings.

Download the report

Export the report to your computer for offline review and further analysis:

1. (Optional) Click the settings icon to customize the download options, then save your changes:

   • File Format: download as CSV, XLS, HTML, or PDF.
   • Duration Format: show all duration fields in seconds or as HH:MM:SS.
   • Export Fields: export All fields or only the Selected ones.

2. Click Download.

   Tip

   Choose CSV or XLS if you plan to sort, filter, or chart the numbers in a spreadsheet. Choose PDF or HTML if you just need a fixed copy to share or print.

Report metrics

Metric	Description
Answered	Calls the extension picked up, including calls it answered as a member of a queue or ring group.
No Answered	Calls the extension did not pick up, not counting calls it received as a queue or ring group member.
Busy	Calls that arrived while the extension was busy, not counting calls it received as a queue or ring group member.
Abandoned	Calls the caller ended before reaching the extension, not counting calls it received as a queue or ring group member.
Failed	Outbound calls the extension was unable to place.
Voicemail	Calls sent to the extension’s voicemail.
Total Ring Time	The combined time from when calls started ringing until they were answered.
Total Talk Time	The combined time from when calls were answered until they ended.

Note

Watch how group calls are counted. Answered includes calls the extension picked up on its own line plus calls it answered while part of a ring group (several phones ringing at once) or a call queue (callers held until an agent is free). No Answered, Busy, and Abandoned count only calls sent directly to the extension, so calls it received through a queue or ring group are left out of those totals.