Last update: 09/04/2025
Access to reports is limited to users with Admin permissions. If you don’t have the necessary permissions but need access to a report, please contact your account Admin.
To find out how to download a report, check this article.
Name of the phone number - The identifier or label of the specific phone number.
Phone number - a telephone number (PhoneHQ) that can be assigned to a person or people that customers call. When this number is called, the call is routed to assigned users according to established queue rules.
Number of outgoing calls - The number of telephone calls initiated by the Team outside, i.e. made by users from a group to customers or other (external) numbers. Outbound calls are those initiated by the company to the customer (as opposed to inbound calls initiated by the customer). This indicator shows how many calls the number users made outside during a given period.
Number of incoming calls - number of calls received (answered and unanswered), that were initiated by clients to a specific phone number. An incoming call to a specific number is counted as one, regardless of the number of users to whom the system offered that they answer the call.
Number of missed calls - the number of incoming calls that were not answered by any user. This means that callers did not get an answer – the call ended without speaking to a consultant.
Number of rejected calls - the number of calls that were intentionally rejected by at least one user, and ultimately did not reach the caller. Rejecting a call means that when the phone was ringing to the user, they intentionally did not accept the call (pressed the reject button).
Number of answered incoming calls - The value in this column represents the number of incoming calls that were successfully answered by the user.
Average incoming call time [s] - the average duration of answered calls in seconds — calculated by dividing the total call time by the number of answered calls.
Average outgoing call time [s] - the average duration of a single outgoing call, measured in seconds. It shows how long, on average, each call lasts.
Total incoming calls time [s] - the cumulative time (in seconds) spent on all incoming calls that were answered.
Total outgoing calls time [s] – the total duration of all outgoing calls, in seconds. This is the sum of all time spent on outgoing calls during the given period or by a specific phone number.
Average answer time [s] - This is the average time from the moment the system receives an incoming call to the moment it is answered by any user. This average is influenced by factors such as user response time (call answer time), length of voice messages, and time spent by customers making selections in the IVR).
