What are Calls Reports at PBX.IM?

Introduction to Calls Reports

Calls Reports is a PBX.IM's feature that displays report results based on the KPIs you've set under General .

Go to Reports. Log into your account, navigate to the Reports section, and select 'Calls Reports.'

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Once you log in you will see the full page where you can set the parameters for your report.

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Field	How to use
From	Set the starting date and time for the report. Choose the exact day and hour to define when the report period begins.
To	Set the ending date and time for the report. Choose the exact day and hour to define when the report period ends.
Type	Select the type of calls to include, such as inbound, outbound, or queue.
Days	Click on the dropdown menu to filter by specific days of the week and select your preferred days.
Countries	Filter calls by country to focus on specific regions. Click on the dropdown menu and type in the name of the country.
Clear Filters	Reset all filters to default. Quickly start fresh with no active filters.
Today	Choose quick date presets (e.g., "Today") to simplify report generation without manual date input. You have other options as well: Yesterday, Last 7 Days, Last 30 Days, Last week, Last month.
Create Report	Click to generate the report based on your selected filters and settings. The report compiles data for the specified period and criteria.

Once you click Generate Report you will see the results color coded according to the KPIs you set under General .

Let's break down each section of the report:

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Field	How to use
Calls	Total number of calls received.
Answered Calls	Number of calls that were answered.
Unanswered Calls	Number of calls that were not answered.
Unique Calls	Number of unique callers.
Avg Call Duration	Average duration of each call.
Talk Time	Total cumulative talk time for the period.

You can customize the colour code based on your KPIs.

You can see detailed reports based on destinations.

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Field	How to use
Country	Lists the destination countries for the calls. Each row represents data for a specific country.
Calls	Total number of calls made to each country. Provides an overview of call volume per destination.
Answered	Number and percentage of calls that were answered in each country. High percentages indicate effective response rates in that country.
Unanswered	Number and percentage of calls that were not answered in each country. High percentages here may indicate issues with call availability or missed calls.
Unique Calls	Number and percentage of unique callers per country.
Avg. Call Duration	Average duration of calls to each country. Indicates the typical length of conversations, which can provide insights into engagement levels.
Talk Time	Total accumulated talk time for all calls to each country. Useful for understanding the overall amount of engagement per destination.

Another section that you can use is the one where you can see a detailed report for each agent.

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Field	How to use
Name	Lists the names of agents handling calls. Each row provides data for an individual agent.
Calls	Total number of calls handled by each agent. This gives an overview of each agent's call volume and workload.
Answered	Number and percentage of calls that each agent successfully answered. A higher percentage reflects better responsiveness for that agent.
Unanswered	Number and percentage of calls that were unanswered by each agent. A high percentage could indicate areas for improvement in availability or efficiency.
Talk Time	Total talk time accumulated by each agent. This reflects the total time agents spent in conversation with callers.
Avg. Talk	Average duration of each call handled by the agent. This helps in understanding how much time each agent typically spends per call.

Note that the maximum time range you can select for the report is 3 months.