Extension Call Statistics Report

The Extension Call Statistics report gives you an at-a-glance view of the call volume handled by your extensions. You can look at the totals for a single extension, a group of extensions, or an entire organization, and drill into how many calls were answered, missed, sent to voicemail, and more. This page walks through opening the report, shaping the data you see, and what each metric means.

Open the report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to Reports and Recordings > Call Reports.

2. Open the Extension Call Statistics report:

   1. Select the Default Reports tab.

      

      Note

      Cloud Voice rebuilt the CDR (Call Detail Record) module in version 84.21.0.117 with a new data structure that shows clearer, more detailed call information. A CDR is the log entry the system keeps for each call. Older CDRs and their associated report data are removed over time based on your CDR Auto Cleanup setting. Until that older data is cleaned up, new and historical records are kept apart: new data lives under the Default Reports tab, and earlier data stays under the Call Reports (Legacy) tab.

      The steps here cover the new report data created after upgrading to version 84.21.0.117 or later. For records generated before the upgrade, open the Call Reports (Legacy) tab instead.

   2. In the Extension Reports panel, click Extension Call Statistics.

3. Choose the criteria that determine what the report includes.

   

   1. Use the Time field to set the date range the report should cover.

   2. Narrow the data by extension, extension group, organization, or communication type.

      Note

      Filtering by an organization also pulls in the data for every department beneath it.

      The report refreshes to match your selections, as shown below.

      

      Tip

      Switch between dimensions at any time to see the same data broken down in different ways.

      

Adjust the columns (optional)

Reshape the table so the indicators you care about are front and center.

Task	How to do it
Choose which columns appear	Click and pick the columns to show.
Freeze a column	Click next to a field and drag it onto Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Click next to a field and drag it to the position you want.

Save, schedule, or download the report (optional)

Once the report shows what you need, you can keep it handy, have it emailed on a schedule, or pull it down for offline work.

Add it to My Reports

1. At the bottom of the page, click Add to My Reports.
2. Give the report a name you’ll recognize, and fine-tune the filters or metrics if needed.
3. Click Save.

Add it to Scheduled Reports

1. At the bottom of the page, click Add to Scheduled Reports.
2. Finish the remaining settings as described in scheduled call reports.

Download the report

Save a copy to your computer for offline review or deeper analysis.

1. Optionally, click to adjust how the file is generated, then save your changes:
   • File Format: Choose the download format, CSV, XLS, HTML, or PDF.
   • Duration Format: Set how every duration field is shown, Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: Export All fields or only the Selected ones.
2. Click Download.

What each metric means

Note

Several metrics treat queue and ring group calls differently. A queue or a ring group rings multiple extensions for a single incoming call. Answered includes calls the extension picked up as a queue or ring group member, but No Answered, Busy, and Abandoned count only calls dialed directly to the extension and exclude its queue and ring group activity.

Metric	Description
Answered	Calls the extension answered, counting those it picked up as a member of a queue or ring group.
No Answered	Calls the extension did not answer, not counting calls it received as a member of a queue or ring group.
Busy	Calls that arrived while the extension was busy, not counting calls received as a member of a queue or ring group.
Abandoned	Calls the caller hung up before reaching the extension, not counting calls received as a member of a queue or ring group.
Voicemail	Calls that were sent to the extension’s voicemail.
Failed	Outbound calls the extension was unable to complete.
Total Ring Time	The combined time from when calls began ringing to when they were answered. This metric appears only when the Communication Type filter is set to All, Inbound, Outbound, or Internal.
Total Talk Time	The combined time from when calls were answered to when they ended.