Extension Detail Report

Report Purpose

To provide a detailed summary of call volumes and average talk/answer times of an individual user on the system.

Users configured with multiple devices (Eg. A desk phone and a softphone) will receive a breakdown of these statistics per associated device.

Required Input (Report Subject)

• To generate this report, a user or extension must be selected as the report subject.
• Selection of a user/extension will include all numbers linked to this user or device in the Users & Devices configuration area. 
• Include Internal - Include internal calls in the call totals (internal calls are excluded by default).

Optional Input (Available Filters)

• Group Filter - Limits the report to group calls made to the specified group number(s).
• Trunk Filter - Apply a trunk filter to display only calls made through the specified trunks.
• Restrict Times - Only include calls made or received within a specified time range.
• Show Overflowed instead of Voicemail Calls - Replace the "Direct to Voicemail" column with a "Direct Overflowed" column (details below).

Output Data

Data for this report is output in the form of a table comprising of;

Device - The display name/number associated with the device.

Average Answer;

Direct Calls -  Average time to answer calls made directly to this extension, including transferred or picked-up calls.

Group Calls - Average answer time for calls made to a call group number that were answered by this device.

Overall Average - Average answer time across all calls taken by this device.

Average Talk Time;

Incoming Calls - Average talk time for incoming calls answered by this device.

Outgoing Calls - Average talk time for calls made with this device.

Overall Average - Average talk time for all calls made or received with this device.

Call Volumes;

Direct Answered - Total direct calls answered by this device (includes transferred and picked-up calls). 

Direct Abandoned - Total direct calls to this device that went unanswered.

Direct to Voicemail* - Total direct calls routed to the voicemail system.

Direct Overflowed* - Total direct calls redirected to another destination (e.g., forwarded to reception).

Other Answered - Total calls answered by this device that are not classified as direct or group calls (e.g., call pickups).

Group Incoming Calls - Total group calls answered by this device.

Outgoing Calls - Total external outbound calls made using this device.

Total Handled - Total number of calls answered or made with this device.

*  Only one of Direct to Voicemail, or Direct Overflowed are displayed depending on the state of the "Show Overflowed" checkbox in the Filters section. In the event Direct Overflowed is displayed, any calls that overflowed to voicemail will also be included.