Who This Is For / When to Use
This feature is for account owners, managers, and reporting users who need to analyze call performance, understand lead quality, evaluate marketing sources, and monitor agent or campaign effectiveness.
Use Call Reporting when you need visibility into call outcomes, durations, sources, and trends over a selected date range.
Overview of Call Reporting
Call Reporting is divided into Incoming and Outgoing views to simplify analysis and comparison.
Key enhancements include:
Clear separation of incoming vs. outgoing calls
Visual call status breakdowns
First-time caller analytics
Average and total call duration statistics
Top call sources and outcomes
Customizable data tables with column selection
Call Status Breakdowns
The Call by Status chart shows how calls are distributed by outcome.
Supported call statuses include:
Answered
Missed / No Answer
Declined / Cancelled
Failed
Busy
Voicemail
This view helps identify response gaps and missed opportunities.
First-Time Calls by Status
The First-Time Calls by Status chart focuses only on callers who contacted your business for the first time.
This helps you:
Measure lead responsiveness
Evaluate first-touch performance
Identify friction early in the customer journey
Average and total call duration metrics are also shown specifically for first-time calls.
Call Duration Statistics
Call Reporting includes two duration metrics:
Average Call Duration
Total Call Duration
These are available for:
All calls
First-time calls
Use these metrics to evaluate conversation quality, training needs, and engagement depth.
Top Call Sources
The Top Call Sources section shows where calls originated, such as:
Marketing campaigns
Tracking numbers
Referrers
Unknown sources (when attribution is unavailable)
This section includes:
Total calls per source
Won deals attributed to calls
Average call duration
Call Reporting Table
The detailed call table allows you to review individual calls with columns such as:
Date & time
Contact name
Number name
Source type
Call status
Keyword
Duration
You can switch between:
All calls
Incoming calls
Outgoing calls
You can also customize visible columns using the Columns option.
Using Filters in Call Reporting
Filters allow you to narrow down call data precisely.
Available filters include:
Date range
Phone number
Source & campaign
Source type
Qualified lead
First-time caller
Call status
Device type
Call duration (in seconds)
Keyword
Landing page
Referrer
How to Apply Filters
Open Reporting > Call Reporting.
Click Filters in the top-right corner.
Select the filters you want to apply.
Click Apply filters to update the report.
Common Issues and Fixes
Calls Showing as “Unknown” Source
This usually means the call was not associated with a tracked number, campaign, or referrer.
Fix: Ensure tracking numbers and campaigns are properly configured for attribution.
Redirected Calls Appearing as Incoming
If a call passes through an IVR and is then answered by an agent, it is reported as an Incoming Call with the final answered status. This is expected behavior.
Call Recordings Not Visible
Call recordings only appear if recording is enabled for the phone number or routing configuration.
Fix: Check phone number settings and confirm call recording is enabled for your account.