Hosted Voice CDR Analytics

Hosted Voice
The Hosted Voice CDR analytics dashboard provides a clearer view of call activity, performance, and trends.
Reporting has been updated to use more detailed call data, which improves how call types, answered calls, queue outcomes, destinations, and time-based metrics are calculated. Historical reporting remains available during the transition.
No setup changes are required.

Where to find it

Step 1: Sign in to the Hosted PBX portal.
Step 2: Open the Hosted Voice CDR analytics dashboard.
Step 3: Select the filter button to refine the report.
CDR Analytics dashboard with cursor clicking the filter icon near Call Status Distribution.
CDR Analytics dashboard with cursor clicking the filter icon near Call Status Distribution.
Step 4: Choose a Call Type if required: All, Inbound, Outbound, or Internal.
Filter Reporting panel with the Call Type dropdown expanded showing All, Inbound, Outbound, Interna…
Filter Reporting panel with the Call Type dropdown expanded showing All, Inbound, Outbound, Interna…
Step 5: Select a date range, such as Last 7 Days, Last 30 Days, or a custom range.
Filter Reporting panel with Date Range dropdown set to Last 7 Days and custom date fields.
Filter Reporting panel with Date Range dropdown set to Last 7 Days and custom date fields.
Step 6: Select Apply Filters.

Dashboard information

CDR Analytics dashboard with call volume, status, duration, and top callers panels labeled a–i.
CDR Analytics dashboard with call volume, status, duration, and top callers panels labeled a–i.
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. Success rate
g. Call type distribution
h. SLA and time-to-answer reporting
i. Top callers and destinations

Reporting improvements

The updated dashboard provides more accurate results in several areas:
  • Call types: inbound, outbound, and internal calls are identified from the available call details.
  • Answered calls: a call is counted as answered when an extension or agent connects, rather than when voicemail or an IVR answers.
  • 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.
Some figures may differ from older reports because the updated dashboard uses more detailed call information.

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 is included in the updated reporting data, but the existing recording playback process has not changed.
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