Choose the Right Analytics Report and Compare Totals
Find the report for your question and investigate empty results or totals that use different periods, filters or counting units.
Start with the question you need to answer, then select the report in Office. Confirm the business/location and date range before comparing results.
Find the right report
- An individual call or recording: Calls → All Calls. Use the Call ID for an exact lookup.
- Call volume by extension or business line: Analytics → Call Summary.
- Call-center timing or busy hours: Call Summary → Call Center or Calls by Hours.
- Conversation sentiment: Analytics → Call Analytics.
- SMS/MMS activity and segments: Analytics → Messaging Insight.
- SMS delivery problems: Analytics → Undelivered Messages. Failed and Unconfirmed describe different outcomes.
- AI consumption: Analytics → AI Usage. Wallet funding is reviewed separately.
- Daily/weekly activity or agent performance: Analytics → Custom Reports.
- International call charges: Calls → All Calls → International report.
- Fax usage: Analytics → Fax Usage; use Custom Reports → Fax journal for the daily/weekly journal.
Make a fair comparison
- Use the same business/location and relevant user access.
- Match the complete date range, time of day and account time zone. A partial day is not a full day.
- Check direction, number, extension, channel, user and other filters on each page.
- Wait for loading to finish. Review whether a search affects a table rather than the whole report.
- Identify the counting unit and metric definition before comparing totals.
Common reasons counts differ
- Calls versus channels: one call can contribute multiple analyzed channels.
- Attempts versus people: a person can call several times; recovery reports count unique people for specific metrics.
- Messages versus segments: one message can use several segments.
- Clients versus times helped: one client can receive help on several days.
- Group rows versus unique totals: a client served by several agents can appear in several rows.
- Historic period versus current follow-up: the conversation report's Nobody replied list reflects who is still unanswered now.
Also keep audio quality, AI sentiment and manual star ratings separate. An answered indicator does not alone prove that a person, rather than an automated route, handled the conversation.
Investigate an empty report
Reset narrow filters, widen the period and verify the selected location. Check individual records in All Calls or Messaging Insight. If access differs between users, ask the administrator to review permissions. Do not change operational settings just to make two totals match.
For unresolved differences, send support the two report names, selected filters, time zone, expected versus actual result and a relevant Call ID or event time. Use a private channel and remove unrelated customer information from screenshots or exports.