Hosted Voice CDR analytics
The Dashboard gives a clear view of call activity, performance and trends.
Where to find it
Step 1: Sign in to the Hosted PBX portal.
Step 2: Select Dashboard.
Step 3: Choose 7 days or 30 days, or select Filters to pick your own dates and a Call type (All, Inbound, Outbound or Internal), then select Apply filters. The cards update without reloading the page.
What the dashboard shows
The dashboard includes key Hosted Voice call metrics, such as:
a. Total call volume
b. Answered, missed, and unanswered calls
c. Average call duration
d. Calls per user
e. Peak call times
f. Answer rate
g. Call type distribution
h. Time to answer
i. Top callers and destinations
Understand call results
The dashboard uses these call results:
- Answered: An inbound or internal call connected to an extension or agent. An outbound call connected at its destination. Your phone system’s menu or voicemail alone does not count as an extension answering.
- Missed: An inbound or internal call was not answered by a person. This includes calls that went to voicemail and calls where the caller hung up while waiting in a queue.
- Unanswered: An outbound call did not connect at its destination.
An internal call that was not picked up counts as missed. The extension making the call does not count as the person answering it.
An outbound connection can reach the recipient’s voicemail or an automated answering service. It does not prove that a person answered.
Call Details uses Failed for outbound calls that did not connect, while the dashboard uses Unanswered. Check the call journey before treating that result as a technical fault.
The same totals appear in Call Details for the same dates.
Understand average call duration
Average Call Duration includes answered calls only. Missed, unanswered and calls handled only by your phone system’s voicemail are excluded. An outbound call answered by the recipient’s voicemail can still count as answered.
The time measured depends on how the call was recorded:
2 of 2 rows
| Talk time | The longest recorded conversation segment for a call. |
| Whole-call time | From when the call started until it ended, including time in menus and queues before it was answered. |
Older phone systems use talk time. Newer systems use whole-call time for newer records, while calls from before the upgrade can still use talk time.
For older records, a transferred call may show less than the total time spent talking across all agents. For example, if one conversation lasts 2 minutes and the next lasts 3 minutes, the recorded talk time can be 3 minutes rather than 5 minutes.
Use the information icon beside Average Call Duration to check which explanation applies to your service. A date range that includes older and newer records may include both measurements.
Note: Duration in Call Details is the call’s total recorded start-to-end duration. It is not automatically the same measurement as the dashboard average.
Compare user totals with call totals
Per-User Breakdown shows calls an extension was involved in, including calls that rang it and calls it answered. A transferred call can appear against more than one extension.
Adding the user totals together can therefore produce a larger number than the total number of calls. It does not necessarily mean calls were counted twice in the account total.
How figures are worked out
The dashboard works out these figures as follows:
- Call types: inbound, outbound, and internal calls are identified from the available call details.
- Queue abandonment: abandoned calls use the recorded queue outcome.
- Top destinations: outbound calls use the actual dialled destination where available.
- Time-based reporting: reports follow the account timezone more consistently.
Historical reporting
Older call history remains available alongside newer reporting data. The dashboard uses the appropriate source based on when each call was recorded, which keeps historical results available without counting calls twice.
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Recording information may appear in Call Details, but playback depends on the individual call record. To check a specific call, open Reporting > Call Details and select View.
Related pages
- The dashboard uses the same filters as every other reporting page. See the Report filters article.
- The other reporting pages sit under Reporting: Call Details, Call Routing Insights, Agent Statistics and IVR Funnel.