How to Use Call Summary Reports
Compare extension and business-number activity, review call-center and hourly views, and distinguish table exports from CDR downloads.
Open Analytics → Call Summary in Office. The page has four report views and a separate Export CDR menu for individual call records.
Select the view and period
- Confirm the selected business/location.
- Choose Extension Summary, Call Center, Calls by Hours or Phone Number Summary.
- Select a Period: Today, Yesterday, Last 7 days, This month, Last 30 days, Last 6 months or Custom.
- For Custom, set From date and To date. Click Search, then wait for the loading indicators to finish.
- Check the period displayed above the result. Use Reset when you need to clear the selection.
Read Extension Summary
Each row identifies an extension and shows Total Calls. Inbound and outbound activity have separate columns for Calls, Duration, Avg and Quality. Use the Totals row for the displayed summary and Calls by Extensions to compare call volume, ranked highest first.
Duration is elapsed time; Avg is the report's average duration. Neither value becomes longer or shorter because of a time zone. Time-zone settings matter when matching dates and event timestamps. The Quality columns concern audio quality, which is different from a customer's sentiment or a manual star review.
Compare similar roles, periods and call types before using these figures in a team review. A high count or short average alone does not show whether someone handled a customer well.
Read Phone Number Summary
This view provides Inbound calls by phone number, Total calls share and a Call Data table. Use Search numbers to find a line in that table.
The table includes Phone Number, Total Calls, Inbound Calls, Inbound Duration, Inbound Avg, Outbound Calls, Outbound Duration, Outbound Avg and Missed Calls. Compare inbound demand separately from outbound work; a line with high total activity may owe much of it to outgoing calls.
Use the other two views
Call Center presents answered, received, missed, waiting and timing indicators. Calls by Hours provides separate received-call and missed-call charts. Use the call-center and hourly coverage guide for those metrics and the distinction between period activity and live calls.
Export the appropriate data
The Extension Summary and Phone Number Summary tables offer Excel, CSV and PDF. Select the report and period first, then use the export controls belonging to that table and inspect the resulting file.
Export CDR is a different menu for call-detail downloads. Use it when you need individual records rather than an aggregate table. Do not assume that every view has the same export buttons.
Compare counts carefully
The page describes summary counts as completed calls, but it also provides explicit missed-call metrics. Do not interpret that wording as a guarantee that every record was answered or that missed calls are excluded from every view. Use the labeled metric and inspect individual calls when reconciling a difference. A six-month preset is a date shortcut, not a promise about recording retention.