Understanding the reports

Open Reports in the side menu. There are seven reports. Each one answers one question, so pick the one that matches what you want to know.

Most reports have a date range at the top (for example the last 7 or 30 days, or a custom range) and an Export button that downloads what's on screen as a CSV file.

Call history

Every conversation, one row per call. A call counts once here even if it was transferred several times.

Each row shows who called, who they ended up talking to and how it ended. Open a row to see the full journey: one card for each step (a menu, a queue, a person, a call flow), who answered, how long the caller waited or was on hold, and how that step ended. Where one exists, you'll also see the recording and a summary.

• Filter by Direction, Queue, Handled by, or Search.
• Tick Show hops as rows to list every step on its own row. This is useful when you're checking one queue or one person.

Use it to answer "what happened on this call?"

Who sees what: everyone on your team can open Call history. People whose role can see all calls (owners and admins, for example) see every call. Everyone else sees their own calls and the calls of queues they belong to. A recording plays for the people who were on that call, or for anyone allowed to hear all recordings.

Queues

How each queue is doing. The History tab shows, for the date range: calls offered, answered, abandoned (the caller hung up while waiting), calls still in progress, average wait, longest wait, and your service level (the share answered within the target you set on the queue).

Each time a call enters a queue counts as one offer, so a call that comes back to the same queue counts twice. That lets you see calls being passed around.

Below the table, Hold time by reason and How long callers held show how long people sat on hold.

The Live tab shows who is waiting right now and which agents can take a call.

Use it to spot short staffing, long waits and your busiest hours.

Agents

How each person on the phones is doing. For each extension: presence right now, calls answered, inbound and outbound calls, voicemails, average talk, handle and hold time, queue calls taken, offers, declined, missed, transfers in and out, and their last call.

Open a person to see their own call list.

Use it for coaching and staffing. This report covers people only. The AI receptionist has its own report.

AI receptionist

How your receptionist handled calls. It shows calls answered, how many it handled start to finish, how many it passed to a person, appointments booked, AI minutes used and the average call length.

Below that you'll see what happened on each call, which tools it used, how often it found an answer in your knowledge base, and how callers sounded.

This report appears only if your plan includes the AI receptionist.

IVR funnel

For call flows with a menu, this shows the paths callers took: how many reached each step, and where they hung up. Top abandonment node is the step where the most callers gave up.

Use it to remove menu options nobody picks, move the popular option first, and fix a prompt that confuses people.

Usage & spend

What you've used this billing month and what you've been billed for. It has a section each for Calling minutes, AI receptionist minutes, International & premium calls, Storage, Texts, and Numbers & registration, each with its own Export.

Below that, Billed items lists every charge in the date range. You can group it by item type, day, phone number, extension or call.

Usage is worked out from our own record of each call: how long it lasted, at the rate on your agreement. The page shows the amounts you're billed, the same way your invoice does. For how pools and allowances work, see How minutes work.

SMS / messages

Text activity for the date range: total messages, inbound, delivered, failed, opt-outs in the last 30 days, and spend. Failure rate by phone shows which numbers have trouble delivering. You can list messages one by one or grouped into threads, and filter by phone number, who sent it, status or text.

Who can open which report

• Call history: everyone.
• Queues, Agents, IVR funnel: people whose role can view reports.
• AI receptionist: people who can view reports and receptionists.
• Usage & spend: people who can view reports and billing.
• SMS / messages: people who can view reports and all messages. It covers every conversation in your organization, so it's usually for owners and admins.
• Export buttons appear only for people whose role can export data.

Owners set these permissions under Settings → Roles.

Live wallboards

Reports look back over a date range. For what's happening right now, use a dashboard. You can add live widgets (who's on a call, who's waiting in a queue) and show a dashboard full-screen on an office TV. To show it on a screen nobody signs in to, create a kiosk token for it.

Good to know

• Use Call history to look into one call. The journey page shows the recording, the summary and every step in one place.
• Usage & spend follows your billing month, so it matches your invoice. The Billed items list below it follows the date range you pick.
• There's no separate hold-time report. Hold time is on the Queues report and in each call's journey.