Custom Reports: Ready-Made Usage Reports
Find all six Custom Reports and choose between daily activity, missed-call recovery and conversation response performance.
Open Analytics → Custom Reports in Office. The menu is marked Beta and contains six ready-made reports. Choose the report according to the question you need to answer.
Calls
- Weekly: daily or weekly call activity, with Total calls and Missed calls cards and an extension table showing Answered, Outbound, Avg duration and Total duration.
- Agent performance: people whose calls were missed, who were recovered through an actual conversation within 24 hours and who remain left waiting. Group by extension or the number they called.
Weekly counts and recovery figures measure different things. A person can call repeatedly, so missed attempts are not the same as unique people missed.
Conversations
- Outbound by user: outgoing SMS/MMS counts grouped by Username.
- Messages by destination: activity grouped by the local business phone number, with Total, Inbound, Outbound and Outbound agents.
- Agent performance: clients attended, times helped, human/bot participation, response times and people still without a reply.
“Destination” here means the local number in the report; it is not a report of recipient countries. An outgoing-message count also does not establish the number of unique clients or how quickly they received help.
Fax
Journal shows fax activity for the selected day or week, including incoming/outgoing counts and pages, plus entries with Date, Mode, Destination, Caller ID and Status. Use the separate Fax Usage guide for broader usage and archived-fax workflows.
Use the controls for that report
The daily/weekly reports have a period picker; the performance reports provide their own date ranges and grouping or channel/agent filters. Check the selected business/location and period each time you switch reports. Wait for the results to load before comparing cards and rows.
Use the detailed guides below for metric definitions and drill-downs. A total for clients, messages, calls or pages cannot be compared directly with a different unit. Export options also vary by page; use the controls actually displayed.
Scheduled delivery and access
Opening a report does not configure an email schedule. For scheduled reports and recipients, use the Administration guide. If a report is missing from your account, ask your administrator to check access rather than assuming that every user has every menu option.