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Overview

Reporting is the one page summary of how your phone system is going. It answers questions like “how many calls did we get yesterday”, “how many people gave up waiting”, “when are we busiest” and “who is taking the calls”. You reach it by clicking Reporting in the left hand menu. The pages listed underneath it (Call History, Call Recordings, Call Analytics, Aria Intelligence) drill into individual calls. This page is the big picture.

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Before you start

  • You need the Reports view permission, shown under “Reports” on the roles screen. Without it the page is not available to you.
  • Choose the account you want from the box at the top right. If you look after several sites, each one is listed separately.
  • The page opens showing today. Change the range with the quick buttons (Today, Yesterday, This Week, Last Week, This Month, Last Month) or by setting From and To yourself.
  • The circular arrow button next to the account selector re-runs everything with fresh figures.

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One customer call counts once

This is the single most useful thing to understand about the numbers on this page. Inside the phone system, one incoming call usually creates several records. There is a record for the call arriving on your main number, another for it sitting in a queue, and another for it ringing the agent who picked up. Left alone, that one customer would be counted three times. Reporting stitches those pieces back together and counts the customer’s call once. It also leaves out things that are not really calls:
  • Extension to extension chats between your own staff
  • Call parking slots
  • Feature codes (anything dialled starting with a star, such as *43)
  • Calls handled by after hours routing
  • Internal system destinations
This is why a total here can be lower than a raw export from elsewhere. This page counts customers, not internal records. The rule applies to the cards along the top and to both charts. It does not apply to the CSV export, which gives you the raw records instead.

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The cards along the top

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Total Calls

Every call your system handled in the period, both directions. Underneath it, the split is shown as X in, Y out. Incoming and outgoing are worked out from the number dialled. Anything short (a 3 or 4 digit extension) is treated as a call coming in to your business. Anything longer, plus 000, is treated as a call going out.

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Answered Calls

Of the calls that came in, how many reached a real person. A call counts as answered when the system can name the extension that took it. The small line underneath (of N inbound) is the number this is measured against, so you can read the card as a fraction at a glance.

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Missed Calls

Incoming calls that rang an extension directly and nobody picked up. Outgoing calls of yours that the other end never answered are not counted, since those are not calls you missed. Queue calls are deliberately not in this number. If a caller sat in a queue and gave up, that is an abandoned call, and it is counted in the next card. Keeping the two apart matters, because a missed direct call and an abandoned queue call are different problems with different fixes.

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Success Rate

Answered incoming calls divided by total incoming calls, shown as a percentage. Outgoing calls are not part of it, since answering your own outgoing call is not a thing. The colour of the card is a quick health check:
  • Green at 90% or better
  • Orange between 70% and 90%
  • Red below 70%

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Abandoned Calls

People who rang, waited in a queue, and hung up before an agent got to them. These are the customers who wanted you and gave up, so this is usually the most actionable number on the page. The abandonment rate underneath compares abandoned calls against queue calls only:
It is not a share of all your calls. A busy day of outgoing calls will not flatter this figure, which is the point. Three smaller numbers sit below it:
True lost is the number worth watching week to week. If it climbs, callers are giving up and not trying again, which usually shows up as lost business rather than complaints.
The card also changes colour with the abandonment rate: green up to 5%, orange up to 15%, and red above that.

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Avg Duration

The average length of an answered conversation, counted from the moment somebody picked up. Ringing time and queue waiting time are not included. This is talking time only.

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The green and red trend badges

Three cards (Total Calls, Success Rate and Avg Duration) show a small badge with an arrow and a percentage. That is a comparison with an earlier period of the same length:
  • If you are looking at a single day, it compares with the same day last week. Tuesday is compared with Tuesday, so a quiet Monday does not make Tuesday look like a disaster.
  • If you are looking at a range of days, it compares with the equally long block of days immediately before it. This week is compared with last week, this month with the month before.
Green means the number went up, red means it went down.
Green is not automatically good on Avg Duration. Longer calls can mean more thorough service or they can mean people are struggling. Read that one alongside Success Rate rather than on its own.
Green is not automatically good on Avg Duration. Longer calls can mean more thorough service or they can mean people are struggling. Read that one alongside Success Rate rather than on its own.

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Hourly Call Volume

The chart on the left shows what a typical day looks like, hour by hour, with incoming and outgoing plotted separately. The dashed orange line marks your busiest hour for incoming calls, labelled with the number of calls in it.
If your date range covers more than one day, every day in the range is folded into the same 24 hours. Choosing This Month shows all the 9am calls in the month added together in the 9am column, not an average day. It answers “when in the day are we busy”, not “how busy was the month”.
This is the chart to use when you are deciding when to roster people on. Underneath it, the same period plotted over time, with three lines: On a single day the chart plots hour by hour, so you can see how the day actually went: when the answer rate slipped, and when people started giving up. Over a longer range it plots day by day, for spotting a Monday spike, a slow decline in answer rate, or one bad afternoon that dragged a whole week down. Every line is counted exactly the same way as the cards at the top, so the chart is a genuine breakdown of them rather than a second opinion. Add up the Total Calls points across the period and you will get the Total Calls card. Answer Rate uses the same definition as Success Rate, and Abandon Rate the same definition as the abandonment rate on the Abandoned card.
On a single day the chart only covers the hours that had calls, plus an hour either side, so a quiet night does not squeeze the working day into a sliver. Where an hour took no calls there is simply no answer rate to report, so the percentage lines skip it rather than dropping to zero. A zero on the Total Calls line, though, is a real count: that hour genuinely had no calls.

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Queue Performance

The table on the right breaks the period down by agent, for calls that came through your queues. Click any column heading to sort by it, and click again to reverse it. The top ten agents are shown, with a Show All button underneath if there are more. Wait is about the caller, not the agent. It measures how long the person sat in the queue before this agent answered them. A high figure on one agent usually means they are the one picking up the calls everyone else has left ringing, rather than being slow themselves. Use the Queues button in the corner of the card to include or exclude particular queues. Everything starts selected.
One person can appear in the phone system under more than one name, for instance as their extension number on one call and as their handset name on another. Reporting merges these back into a single row so each agent’s real total is shown, rather than being split in two.

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Exporting

Export CSV downloads the raw call records for your dates, ready to open in Excel, Numbers or Google Sheets. It is capped at 10,000 rows.
The export is deliberately unfiltered: it gives you one row per call leg, before any of the counting rules on this page are applied. That makes it the right tool for digging into individual calls, but its row count will be higher than the totals above and will not reconcile with them.
Export PDF is not available yet.

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Why this page can differ from Call History

Both pages are correct. They are answering different questions.
  • Reporting counts customer calls, once each, with internal chatter and system records removed.
  • Call History lists call records, so a single customer call can appear as more than one line as it moves from your main number to a queue to an agent.
If you need to reconcile a specific number, start from Call History for the same dates and remember that one customer can be several rows.

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Frequently asked questions

My Success Rate looks low but we answer everything. Check the Abandoned card. Success Rate is measured against all incoming calls, so queue callers who hung up while waiting count against it even though nobody did anything wrong. If abandoned calls are high, that is where to look. Missed Calls says zero but we definitely missed calls. Missed Calls only covers calls that rang an extension directly. If your calls arrive through a queue, the ones you did not get to show under Abandoned Calls instead. Answered plus Missed plus Abandoned does not equal my total. That is expected, and there are two main reasons. Calls that went to voicemail, rang busy or failed to connect are in Total Calls but in none of the other three. And a call answered by voicemail is not counted as answered, because nobody actually spoke to the caller. The abandonment rate seems high compared with our total calls. It is not measured against total calls. It only compares queue calls with each other, so a day with plenty of outgoing calls will not dilute it. Somebody appears twice in Queue Performance. That usually means the phone system recorded them under a name the portal does not recognise as an extension. Adding or correcting that extension’s name in the portal will merge the rows on the next load. Which timezone are these figures in? The call data uses your phone system’s own timezone. The quick date buttons use your computer’s calendar day, so if you are in a different state to the phone system, the edges of a day can shift by a couple of hours. Nothing is showing. Check an account is selected at the top right, and widen the date range. A range with no calls in it shows empty cards rather than an error.