Extension Summary Report

Report Purpose

To provide a summary of call volumes and average talk/answer across a range of extensions.

Users configured with multiple devices (Eg. A desk phone and a softphone) are reported as a combined summary of calls across all their devices.

Required Input (Report Subject)

• An extension grouping must be selected as the subject of this report.
• “All Extensions” is the default selection option, however any configured “Extension Filter” may be applied.
• Summarize By: Choose how the data should be aggregated:
  • Extension (default): Aggregates data by individual extensions.
  • Location: Aggregates data based on configured locations.
  • Department: Aggregates data based on configured departments.
• 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 - Changes "Direct to Voicemail" output column to "Direct Overflowed" column (see below).

Output Data

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

Displays "Name" when summarizing by extension.

Displays "Location" or "Department" when summarizing by location or department respectively.

Average Answer Time;

Direct Calls - Average answer time for non-group calls that were answered by an associated device (including transfers and call pickups).

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

Overall Average - Average answer time for all calls answered by an associated device.

Average Talk Time;

Incoming Calls - Average talk time for all incoming calls that were answered by an associated device  (including transfers and call pickups).

Outgoing Calls - Average talk time for all outgoing calls made with a device associated with this extension.

Overall Average - Average talk time for all calls made or received by an associated device.

Call Volumes;

Direct Incoming - Total number of non-group calls that were answered by an associated device (including transfers and call pickups).

Direct Abandoned - Total number of calls made directly to an associated device that were unanswered.

Direct to Voicemail* - Total number of calls made directly to an associated device that were answered by the voicemail system.

Direct Overflowed* - Total number of calls made directly to an associated device that was redirected to another location (Eg. Forwarded to Reception).

Other Answered - Other calls answered by this device that are not classified as Direct Calls, or Group Calls (Eg. Call Pickup).

Group Incoming Calls - Total number of calls made to a group number that were answered by an associated device.

Outgoing Calls - Total number of external outbound calls from an associated device.

Total Handled - Total number of calls made or received by an associated 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.