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Call Reporting
Analyze incoming and outgoing calls, see status splits, first-time call performance, top sources, top agents, and review detailed call history—including IVR multi-recordings.
Understanding How Calls Are Actually Being Handled
Phone systems can generate a large amount of call activity, but without reporting it becomes difficult to know whether calls are being answered, missed, routed correctly, or converted into opportunities.
Call Reporting provides visibility into incoming and outgoing call performance using status splits, first-time caller data, source tracking, agent activity, and historical call records.
Without clear reporting, businesses may struggle to identify missed leads, routing problems, weak follow-up performance, or training opportunities for team members.
This guide will walk you through how Call Reporting works so you can analyze call behavior, improve response quality, and use real call data to strengthen communication workflows.
To begin, review what Call Reporting does and how it combines inbound, outbound, source, and agent performance data together.
What Call Reporting Does
Call Reporting provides a complete view of phone interactions between your customers and your team. It includes both incoming and outgoing calls, and helps you evaluate performance using real call data—status splits, durations, first-time caller metrics, source attribution, top agents, and a historical call table for deeper analysis.
Use these insights to improve response quality, reduce missed calls, train agents, and troubleshoot routing issues—without guessing.
How to Access Call Reporting
- Open Reporting: From the main dashboard, click Reporting in the left-hand menu.
- Select Call Reporting: In the top menu, click Call Reporting.
Tip: Use filters and date ranges at the top to focus on specific numbers, campaigns, or time windows.
Use Tabs and Filters
The report separates performance into two main areas so you can compare inbound lead handling versus outbound follow-up.
- Incoming Calls (customers calling in)
- Outgoing Calls (your team calling leads/customers)
Use dropdown filters to view all numbers in your profile or narrow down to specific lines—helpful when you want to evaluate a particular tracking number or campaign.
Incoming Calls: Widgets & Data
- Status split donut chart: Visualizes inbound outcomes (answered, missed, busy, etc.) so you can quickly see how well calls are being handled.
- First-time calls widget: Shows status and duration metrics for first-time callers—useful for evaluating how well your team handles new leads.
- Top call sources: Identifies where inbound calls originate (sources/channels), often including call volume, deals won, and call durations by source.
- Historical calls table: A detailed list of call history that you can filter and use for deeper review.
Outgoing Calls: Status Split & Top Agents
- Outgoing status split: Shows distribution of outbound outcomes so you can understand connect rates versus failures and no-answers.
- Top agents: Highlights who is making the most calls and includes a unique count of leads contacted—great for coaching and performance recognition.
Customize Columns & Export to CSV
You can choose which columns are included before exporting to CSV. This helps you build cleaner reports for clients, stakeholders, or internal reviews—without exporting unnecessary fields.
- Export only the metrics you want to analyze.
- Share filtered call history for QA, coaching, or campaign reviews.
- Combine call exports with other reporting tools if needed.
IVR Multi-Recordings
For IVR (Interactive Voice Response) calls, Call Reporting can display multiple recordings for a single interaction. This lets you review the full call path across IVR branches.
How to Access Multiple Recordings
- Go to Reporting → Call Reporting.
- Scroll to the call table.
- For IVR calls, use the dropdown next to the recording name to switch recordings.
Important: Recording names match workflow action names for the Connect Call action. Only new IVR recordings are available going forward—older IVR recordings are not accessible here.
Work With Date Ranges & One-Day Reports
- Single-day metrics: Set the same date as both the start and end date. Both fields must be set to that day for stats to appear.
- Ongoing monitoring: Return any time, adjust filters and date ranges, and re-check performance as your campaigns and team activity change.
Turn call data into better conversations
Use Call Reporting to improve inbound response rates, coach outbound performance, and use real recordings to strengthen training and routing.
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Frequently Asked Questions
What is Call Reporting?
Call Reporting provides insights into all interactions between your customers and team members, covering both incoming and outgoing calls. It helps you track performance and improve customer service by analyzing call details.
How do I access Call Reporting?
From the main dashboard, open the Reporting section in the left-hand menu and then click on Call Reporting in the top menu.
What sections are available on the Call Reporting page?
The page includes an Incoming Calls section with status splits, first-time call statistics, top call sources, and historical data, and an Outgoing Calls section with call status distribution, top agents, and unique leads contacted.
What data can I view in the Incoming Calls section?
You can view a donut chart of call status splits, a first-time calls widget with status and duration metrics, top call sources with call volume and deals won, and a historical data table of all calls.
What information is available in the Outgoing Calls section?
The Outgoing Calls section shows the status distribution of outgoing calls and highlights top agents, including a unique count of leads contacted.
How can I access multiple call recordings for IVR calls?
Open the Reporting tab, go to Call Reporting, scroll to the call table, and use the dropdown menu next to the recording name for IVR calls to switch between multiple call recordings.
Can I customize the data I export from Call Reporting?
Yes. You can customize which columns are included in your CSV export so you can analyze exactly the call details that matter most.
Are previous IVR call recordings available?
No. Only new IVR call recordings are available going forward. Previous IVR call recordings are not accessible in Call Reporting.
How do I view reporting metrics for a specific day?
Set the same date as both the start and end date in the date range selector. Both dates must be set to that day for the stats to appear.
Can I update filters and review data later?
Yes. You can return to the Call Reporting screen at any time, update the filters or time period, and review the data as often as needed.
Improve call handling and team performance
Track inbound outcomes, outbound connect rates, top sources, and top agents—then use recordings and trends to strengthen routing, scripts, and coaching.
Better tracking. Better conversations.
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