Why it matters
Call reports help you understand call volume and call handling across your organization. Use this report to monitor inbound and outbound calls, missed calls, total call time, busy periods, and performance by user or channel.
Key Concepts
Total Calls: Inbound and outbound calls that connected during the selected period. Missed calls are tracked separately.
Inbound Calls: Connected calls received by your team.
Outbound Calls: Calls placed by your team.
Total Missed Calls: Inbound and outbound calls that were not answered.
Inbound Calls Not Answered: Inbound calls that rang but were not answered.
Outbound Calls Not Answered: Outbound calls that were placed but not answered by the recipient.
Total Call Time: Total connected call duration during the selected period.
Avg Time Per Call: Average connected call duration in the user and channel breakdown tables.
Built-in Call Charts and Tables
The Calls report includes the following built-in views:
Summary cards: Total Calls, Inbound Calls, Outbound Calls, Total Call Time, Total Inbound Call Time, Total Outbound Call Time, Total Missed Calls, Inbound Calls Not Answered, and Outbound Calls Not Answered.
Calls by Day: A chart showing inbound and outbound connected calls over time.
Missed Calls by Day: A chart showing inbound and outbound missed calls over time.
Calls by User: A sortable table showing call volume, inbound/outbound percentages, total call time, and average time per call by user.
Calls by Channel: A sortable table showing call volume, call time, average time per call, missed calls, inbound missed calls, and outbound missed calls by channel.
Busy Times: A heatmap showing when connected calls occur most often.
Inbound Missed Calls Heatmap: A heatmap showing when inbound missed calls occur.
Outbound Missed Calls Heatmap: A heatmap showing when outbound missed calls occur.
Step-by-Step: View Call Reports
Open Reports.
Select Calls.
Choose the date range you want to review.
Select a time grouping, such as day, if available.
Apply filters for user, channel, or direction if needed.
Review the summary cards to understand overall call volume and missed-call volume.
Review Calls by Day to compare inbound and outbound connected calls over time.
Review Missed Calls by Day to identify missed-call trends.
Open Calls by User to compare calling activity across team members.
Open Calls by Channel to compare call activity across channels.
Use the heatmaps to identify busy call periods and missed-call patterns.
Filter Call Reports
You can filter Call reports by:
Date range: Review call activity for a specific reporting period.
User: Limit the report to one or more users.
Channel: Limit the report to one or more channels.
Direction: View all calls, inbound calls, or outbound calls.
Time grouping: Change how chart data is grouped over time, where available.
The selected filters update the summary cards, charts, tables, and heatmaps.
Use Call Heatmaps
The Calls report includes heatmaps for connected calls and missed calls.
Use Busy Times to understand when your team handles the most connected calls.
Use Inbound Missed Calls Heatmap to identify when customers are most likely to call and not reach someone.
Use Outbound Missed Calls Heatmap to identify when outbound call attempts are less likely to connect.
Tips and Best Practices
Compare Total Calls and Total Missed Calls to understand how many calls are connecting versus going unanswered.
Use Calls by User to review individual calling activity and average call duration.
Use Calls by Channel to see which phone channels are receiving or placing the most calls.
Review missed-call heatmaps when planning staffing, call routing, or business hours.
Filter by direction when you want to focus only on inbound handling or outbound call activity.
Troubleshooting
Issue | Possible Cause | Fix |
Total Calls does not include missed calls | Total Calls only counts connected calls | Review Total Missed Calls and missed-call charts separately |
A user does not appear in Calls by User | The user may not have call activity in the selected period | Expand the date range or clear filters |
A channel does not appear in Calls by Channel | The channel may not have matching call activity | Expand the date range or clear channel filters |
Missed calls look high | Calls may be happening outside coverage hours or routing may need review | Check the missed-call heatmaps and compare by channel |
Chart data looks too broad or too narrow | Filters or time grouping may be affecting the view | Adjust the date range, direction, user, channel, or time grouping |