How to Use Call Summary Reports

How to Use Call Summary Reports

Call Summary holds five reports on how your phones are used, from activity per extension to the raw call records. This guide covers finding it, choosing a report and a period, reading the columns, exporting to Excel, CSV or PDF, and what each report is actually good for deciding.

Where to find it

1. Log in to your Zonitel Office Portal.
2. In the left sidebar, expand Analytics and click Call Summary.

Choose a report

Pick one of the five reports at the top of the page:

• Extension Summary — activity per extension. The one to use for comparing how busy each person is.
• Call Center — call centre activity.
• Calls by Hours — when your calls actually arrive across the day.
• Phone Number Summary — activity per phone number, for businesses running several numbers or locations.
• Export CDR — the raw call detail records, for when you need every individual call rather than a summary.

Set the period

1. Choose a Period: Today, Yesterday, Last 7 days, This month, Last 30 days, Last 6 months, or Custom.
2. For a custom range, set From date and To date.
3. Click Search to load the data. Reset clears your filters.

Reading the Extension Summary

Each row shows an extension with its Total Calls, then inbound and outbound broken out separately: Inbound Calls, Inbound Duration, Inbound Avg, Outbound Calls, Outbound Duration and Outbound Avg. A Totals row adds everything up, and a Calls by Extensions chart ranks extensions by volume, highest first.

Two things worth knowing before you draw conclusions:

• Summary counts include completed calls only.
• Durations are shown as H:MM:SS in your account time zone.

The averages are usually more revealing than the totals. Someone with a high call count and a very low average may be transferring calls straight on rather than handling them.

Export it

Each report can be downloaded as Excel, CSV or PDF.

• PDF for something you are sending to someone to read.
• Excel or CSV for anything you want to sort, filter or combine with your own figures.

What to do with it

• Staffing: Calls by Hours tells you when the phones are busiest, which is the argument for moving a break or adding cover at a particular hour.
• Coaching: Extension Summary shows who is carrying the volume, and where average handling time is out of step with everyone else.
• Marketing: Phone Number Summary shows which of your numbers is actually generating calls, which tells you what is worth advertising.
• Monthly review: run the same period each month and compare. A single month in isolation tells you very little.

FAQ

Q: Are missed calls included?
A: Summary counts include completed calls only.

Q: How far back can I look?
A: Up to the last six months from the presets, or set a custom range.

Q: Why do the times look off?
A: Durations use your account time zone. Check that first if figures do not match what you expected.

Q: I need every individual call, not a summary.
A: Use Export CDR.

Need help?

Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com