Who This Is For / When to Use
Use Call Reporting if you need to review call performance, analyze customer interactions, access call recordings, or evaluate agent activity for quality assurance, training, or operational insights.
Overview of Call Reporting
Call Reporting consolidates all call data associated with your account into a single reporting interface. It supports both incoming and outgoing calls and includes visual summaries, detailed call logs, filters, and access to recordings.
Accessing Call Reporting
Open Reporting from the left-hand navigation.
Select Call Reporting from the top menu.
Call Reporting Layout
Incoming vs Outgoing Tabs
The Call Reporting page is divided into two primary views:
Incoming – Metrics and logs for inbound calls.
Outgoing – Metrics and logs for outbound calls made by users.
Use the tab selector at the top of the page to switch views.
Filters and Date Selection
Date Range
Select a start date and end date to define the reporting window.
To view metrics for a single day, the start date and end date must be the same.
Number Filter
Use the All numbers dropdown to view data for:
All numbers in the account
A specific individual number
Filters update all widgets and tables on the page.
Incoming Call Metrics
Call by Status (Donut Chart)
Displays the distribution of incoming calls by status:
Answered
Missed
Busy
Includes:
Total calls
Average call duration
Total call duration
First-Time Calls by Status
Shows only first-time incoming callers and their call outcomes, along with average and total durations.
Top Call Sources
Identifies where incoming calls originated (for example, organic search or paid campaigns), including:
Total calls
Deals won
Total call duration
Call Log Table
Call Type Tabs
Within the call table, use:
All calls
Incoming
Outgoing
to filter the visible call records.
Available Columns
Columns may include:
Date & Time
Contact Name
Number Name
Source Type
Call Status
Keyword
Duration
Recording
First Time
Device Type
Marketing Campaign
Use Columns to customize which fields are shown.
Call Recordings
Standard Recordings
Click the play icon in the Recording column to listen to a call.
Recordings are logged automatically with the call entry.
Multiple Recordings for IVR Calls
For IVR-based calls, multiple recordings may be available.
How it works:
Open Reporting.
Go to Call Reporting.
Scroll to the call table.
Use the dropdown next to the recording name to switch between recordings tied to different Connect Call actions.
Important details:
Recording names match the workflow action names used for Connect Call.
Only new IVR recordings created after this feature was enabled are available.
Outgoing Call Metrics
Call Status Split
Shows the distribution of outgoing calls by status.
Top Agents
Displays:
Agents with the highest call volume
Unique count of leads contacted per agent
Exporting Call Data
Call data can be exported as a CSV file.
You can customize which columns are included before exporting.
Exported data reflects the currently applied filters and date range.
Common Issues and Fixes
No Data Appearing
Cause: Start date and end date are not both selected.
Fix: Select both dates. For a single day, use the same date for start and end.
Missing IVR Recordings
Cause: The call occurred before multi-recording support was enabled.
Fix: Only new IVR calls will include multiple recordings.
Unexpected Recording Names
Cause: Recording names reflect workflow Connect Call action names.
Fix: Review workflow action naming for clarity.
Notes
Call Reporting data can be reviewed at any time.
Updating filters or date ranges refreshes all metrics instantly.
This reporting is suitable for performance tracking, training, quality assurance, and dispute resolution.