Reports Technical Documentation

Overview

This document provides a comprehensive overview of all reports available in the system, their purposes, and functionality. Each report is designed to provide specific insights into different aspects of the telephony system.

Report Categories

The reports are organized into several main categories: - Call Detail Records (CDRs): Detailed call information and analytics - User Activity: User-specific call activity and statistics - Phone Number Activity: DID (Direct Inward Dialing) number activity - Queue Activity: Contact center queue performance and agent statistics - Call Recordings: Audio recording management and access - Billing & Charges: Financial tracking and cost analysis - System Activity: System-wide activity monitoring and logs - Communication Tools: Fax and meeting activity tracking - Calling PINs: Usage, call log and peak hours of calling PINs - Licensing: Monthly system licence usage snapshots

Available Reports

1. Users Activity Report

Purpose: Provides comprehensive activity statistics for individual users/extensions within the system.

Key Features: - User-specific call statistics - Extension activity tracking - Call volume analysis per user - Performance metrics for individual extensions

Data Points Included: - Total calls per user - Call duration statistics - Call success/failure rates - User activity patterns - Extension usage trends

Use Cases: - Monitor individual user performance - Identify high-activity extensions - Track user adoption patterns - Analyze extension utilization

2. DIDs Activity Report

Purpose: Tracks activity and usage patterns for phone numbers (DIDs) assigned to the account.

Key Features: - Phone number activity monitoring - DID usage statistics - Call volume per number - Number performance analysis

Data Points Included: - Calls per DID - Call duration per number - Inbound/outbound call distribution - DID utilization rates - Number-specific metrics

Use Cases: - Monitor phone number usage - Identify underutilized numbers - Track DID performance - Optimize number allocation

3. Callers Activity Report

Purpose: Analyzes calling patterns and behavior of external callers to the system.

Key Features: - Caller behavior analysis - Calling pattern identification - Caller frequency tracking - Caller performance metrics

Data Points Included: - Caller identification - Call frequency per caller - Call duration patterns - Caller success rates - Calling time analysis

Use Cases: - Identify frequent callers - Analyze caller behavior patterns - Track caller satisfaction - Optimize caller experience

4. CDRs Report

Purpose: Lists the call detail records of the account for a period, one row per call, with the legs of each call available as sub-rows.

Columns:

Column	Content
Datetime	When the call started, in the selected timezone
Caller ID Name / Caller ID Number	Who placed the call
Callee ID Name	Name of the called party, when known
Destination	The number or extension that was called
Connected (sec)	Seconds the call was connected
Ringing (sec)	Seconds the call rang before it was connected or ended
Hangup Cause	Why the call ended (for example NORMAL_CLEARING, NO_ANSWER)
Call ID	Shows and copies the call's identifier
SIP Logs	Downloads the SIP signalling of the call
Direction	In or Out
Call Type	On-Net (between users of the platform) or Off-Net (to or from the public telephone network)
Classification	For Out / Off-Net calls, the class of the dialed number — for example Mobile, National or International. Empty (--) for inbound and on-net calls.
Technical Details	Opens the technical details of the call
Call Recording	Play, copy the file name of, or delete the recording. Shown to users whose role grants access to recordings.
Fax	Result of the fax transmission. Shown when the period contains at least one fax.

How Classification is decided: the dialed number is matched against the Regional Classifier rows configured by the platform administrator in Number Manager, from the top; the first matching row wins and its Friendly name is what the column shows. The available classes are therefore those your platform defines — ask your service provider if you need a class (for example Mobile or Non-Geographic) that is not shown. A change in Number Manager applies, within a few minutes, to every report generated afterwards — including reports for past periods.

Download: Download Cdrs exports the selected period as CSV, in the default format or in RingCentral format. The default CSV contains: ID, DateTime, Caller ID Name, Caller ID Number, Destination, Connected (sec), Ringing (sec), Hangup Cause, Call ID, Recording Filename, A Leg, Interaction ID, Direction, Call Type, Queue Name, Agent Talk Time, Hold Time, Wrap-Up Time and Classification (last column). The RingCentral format does not include Classification.

5. Call Recordings Report

Purpose: Manages and provides access to recorded call audio files.

Key Features: - Recording file management - Audio playback access - Recording metadata - Recording search and filtering

Data Points Included: - Recording timestamps - Recording duration - Recording quality - Associated call information - Recording file metadata

Use Cases: - Quality assurance - Training purposes - Compliance requirements - Call review and analysis

Who can see which recordings

Two switches on the user limit the recordings that user can reach: Restricted by tags and Restricted by queues, under Users → Edit User → Access Level. They are not offered to an Admin whose Admin Type is the full Admin type.

Restricted by tags applies to the Call Recordings list and its CSV download, and to every recording the user plays, from any report. A recording is listed or played only when it belongs to a user who shares at least one tag with the viewer (the Tags field of both users). A recording belongs to:

1. the user who owns it, that is, the user whose call was recorded;
2. otherwise, the user whose extension is the caller or the called number;
3. otherwise, for a queue call, the agent who answered it;
4. otherwise, for an outbound call to an external number, the agent who placed it. A call to an external number can be recorded on the side of the external party as well, and that recording belongs to the agent too.

Tags follow the user, not the queue. Every recording of a tagged agent is visible to anyone who holds that tag: the agent's queue calls and the agent's own direct calls, inbound or outbound. A tag cannot separate an agent's queue calls from the same agent's direct calls. A recording that cannot be linked to any user is hidden from a user with Restricted by tags.

The Outbound Calls, Inbound Calls and Missed Calls reports list calls without applying tags. A user with Restricted by tags can see those rows, but can play a recording from them only when it belongs to a user who shares a tag.

Restricted by queues does not change the list. It applies when the user plays a recording. If the call went through a queue (an inbound queue call, a queue outbound call or a campaign call), the recording plays only if the viewer is an agent of that queue. Being a supervisor does not count as being an agent of the queue. Recordings of calls that did not go through a queue are not affected.

When both switches are on, a recording plays only if it passes both checks.

Note

The View Recordings action of a report section in the user's role (for example Outbound Calls) controls the recording button of that report only. It does not filter the Call Recordings report.

6. Outbound Calls Report

Purpose: Focuses specifically on outbound call activity and statistics.

Key Features: - Outbound call tracking - Outbound call analytics - Call success rates - Cost analysis for outbound calls

Data Points Included: - Outbound call volume - Call success/failure rates - Call duration statistics - Cost per outbound call - Destination analysis

Use Cases: - Monitor outbound call campaigns - Track outbound call costs - Analyze outbound call success - Optimize outbound calling strategies

7. Inbound Calls Report

Purpose: Analyzes incoming call activity and patterns.

Key Features: - Inbound call tracking - Call routing analysis - Inbound call quality metrics - Call handling statistics

Data Points Included: - Inbound call volume - Call routing information - Call handling times - Call disposition rates - Inbound call patterns

Use Cases: - Monitor inbound call volume - Analyze call routing effectiveness - Track call handling performance - Optimize inbound call processes

8. Usage Charges Report

Purpose: Tracks and analyzes usage-based charges and costs.

Key Features: - Usage cost tracking - Charge analysis - Cost breakdown by service - Usage pattern analysis

Data Points Included: - Service usage costs - Per-minute charges - Feature usage costs - Cost trends over time - Service-specific charges

Use Cases: - Monitor usage costs - Analyze cost patterns - Budget planning - Cost optimization

9. Users Charges Report

Purpose: Provides detailed billing information per user/extension.

Key Features: - Per-user cost analysis - User-specific charges - Individual billing breakdown - User cost tracking

Data Points Included: - Charges per user - User-specific usage costs - Individual call costs - User billing history - Cost allocation per user

Use Cases: - Individual user billing - Cost allocation - User-specific cost analysis - Department billing

10. Total Charges Per Account Report

Purpose: Provides comprehensive account-level billing and cost summary.

Key Features: - Account-wide cost summary - Total billing overview - Cost aggregation - Account financial analysis

Data Points Included: - Total account charges - Service cost breakdown - Monthly/periodic totals - Account cost trends - Overall billing summary

Use Cases: - Account financial overview - Budget management - Cost analysis - Financial reporting

11. DND Activity Report

Purpose: Tracks Do Not Disturb (DND) activity and patterns.

Key Features: - DND status tracking - DND pattern analysis - User availability monitoring - DND usage statistics

Data Points Included: - DND activation times - DND duration - User DND patterns - DND frequency - Availability analysis

Use Cases: - Monitor user availability - Analyze DND patterns - Optimize user scheduling - Track availability trends

12. Faxes Activity Report

Purpose: Tracks fax activity and usage within the system.

Key Features: - Fax activity monitoring - Fax success rates - Fax volume analysis - Fax quality metrics

Data Points Included: - Fax transmission volume - Fax success/failure rates - Fax quality metrics - Fax timing analysis - Fax destination tracking

Use Cases: - Monitor fax usage - Track fax performance - Analyze fax patterns - Optimize fax services

13. Audit Logs Report

Purpose: Provides comprehensive system activity logs for security and compliance.

Key Features: - System activity tracking - Security event logging - User action monitoring - Compliance reporting

Data Points Included: - User login/logout events - System configuration changes - Security events - Administrative actions - System access logs

Use Cases: - Security monitoring - Compliance reporting - System activity tracking - Audit trail maintenance

14. Meetings Activity Report

Purpose: Tracks meeting activity and usage within the system.

Key Features: - Meeting activity monitoring - Meeting participation tracking - Meeting quality metrics - Meeting usage analysis

Data Points Included: - Meeting creation and scheduling - Participant statistics - Meeting duration - Meeting quality metrics - Meeting usage patterns

Use Cases: - Monitor meeting usage - Track meeting participation - Analyze meeting effectiveness - Optimize meeting services

15. Missed Calls Report

Purpose: Lists the inbound calls that were not answered, so that every missed caller can be identified and called back.

Key Features: - Each missed call is classified into a category: No Answer, Abandoned, IVR Only, Voicemail, or Queue (a call abandoned while waiting in a queue) - Follow-up tracking: a callback to the caller, or a later answered call from the same number, is shown as a sub-row ("Follow-up In" / "Follow-up Out") under the missed call, and the missed call is marked as followed up - Summary cards with the number of missed calls, followed-up calls and voicemails in the selected period - Clicking the caller's number opens the Callers Activity report for that number - Where call journey tracing is enabled on the account, the category opens a timeline of the call's path - Recording playback, for roles allowed to view recordings

Data Points Included: - Start time, caller ID name and number - Destination, callee ID name, number and extension - Duration (seconds) - Category, voicemail left (yes/no), followed up (yes/no) - Call ID and recording

Filters and Export: - Date range (up to 31 days) and timezone; text filters on every column - Download as CSV or PDF - Available as a scheduled export under Export → Reports / Global Reports, where it can be narrowed to selected queues (calls that never reached a queue are then left out)

Use Cases: - Make sure every missed caller is called back - Measure missed calls by category (no answer, abandoned, IVR only, voicemail) - Identify time periods or destinations with high missed-call volume

16. Top-Ups Report

Purpose: Lists the prepaid credit top-ups applied to the account.

Key Features: - Every credit added to the account balance in the selected period - Top-ups classified by type: manual, automatic, free, or other - Summary cards with the number of top-ups and the total amount

Data Points Included: - Date - Amount - Type - Reason - Description

Filters and Export: - Date range (up to 31 days) and timezone; text filters on every column - Download as CSV

Use Cases: - Reconcile prepaid credit purchases - Audit manual and automatic top-ups - Track the account's credit history

17. System License Report

Purpose: Produces a monthly snapshot of licence usage across the platform: accounts, users, devices, numbers and minutes.

Key Features: - "Generate new report" creates a snapshot for the current month; generation runs in the background and "Refresh" updates its status - Lists the latest 50 snapshots with their status (completed or failed, with the error shown on hover) - Each completed snapshot can be downloaded as a PDF containing a licence summary, an account summary, per-account detail and the list of disabled accounts - Available only to administrator-level users

Data Points Included: - Created date and period - Accounts - Users (paid licences) - Devices (devices assigned to users) - Numbers - Inbound and outbound minutes (billed)

Use Cases: - Monthly licence reporting and true-up - Track growth in users, devices and numbers over time - Compare inbound and outbound billed minutes month over month

18. PIN Call Summary Report

Purpose: Summarises the outbound calls placed with each calling PIN.

Key Features: - One row per PIN used in the selected period, sorted by total calls - PINs are masked, showing only their last two characters - Shows the user the PIN belongs to, or "Shared" for a PIN that is not assigned to a user

Data Points Included: - PIN (masked) - User name - Total calls and outgoing calls - Total duration (seconds) - Total amount

Filters and Export: - Date range (up to 31 days) and timezone; text filters on PIN and user name - Download as CSV

Use Cases: - Allocate call costs per PIN or per user - Identify the most-used PINs - Review usage of shared PINs

19. PIN Call Log Report

Purpose: Lists every outbound call placed with a calling PIN, one row per call.

Key Features: - Shows who placed each call (caller ID name and number), which tells apart the users of a shared PIN - Shows the note currently saved on the PIN (the note as it is now, not as it was at the time of the call) - PINs are masked, showing only their last two characters

Data Points Included: - Date and time - PIN (masked) and user name - Caller - Note - Dialed number and call type - Duration (seconds) - Amount

Filters and Export: - Date range (up to 31 days) and timezone; text filters on date, time, PIN, user name, dialed number and call type - Download as CSV

Use Cases: - Audit the individual calls made with a PIN - Investigate unexpected charges on a PIN - Identify who used a shared PIN

20. PIN Peak Usage Report

Purpose: Shows, for each PIN, the hour of the day in which it placed the most calls.

Key Features: - Calls are grouped by the hour of the day in which they started (in the selected timezone) - The number of calls and the total duration refer to the peak hour only - When two hours have the same number of calls, the earlier hour is shown - This is a count of calls started per hour, not a measure of simultaneous calls

Data Points Included: - PIN (masked) and user name - Peak hour (HH:00) - Number of calls in the peak hour - Total duration in the peak hour (seconds)

Filters and Export: - Date range (up to 31 days) and timezone; text filters on PIN, user name and peak hour - Download as CSV

Use Cases: - Understand when each PIN is used the most - Plan capacity and staffing around peak calling hours

Report Access and Permissions

Each report has specific permission requirements that determine who can access and view the data. These permissions are managed through the role-based access control system and include:

• View Access: Basic ability to view report data
• Download Access: Ability to export report data
• Delete Access: Ability to remove report data (where applicable)
• Recording Access: Ability to access call recordings (where applicable)

Report Data Retention

Report data is retained according to system policies and compliance requirements. Users should be aware of data retention periods when accessing historical information.

Download and Export

Reports are downloaded from the report page, using the Download button, for the period and timezone selected on the page. The date range of a report can be up to 31 days. Some reports can also be emailed automatically on a schedule; see Scheduled Report Exports.

Report	Download from the page	Scheduled export
Users Activity	CSV, PDF	Yes
DIDs Activity	CSV, PDF	No
Callers Activity	CSV, PDF	No
CDRs	CSV (default format or RingCentral format); SIP logs per call	No
Call Recordings	CSV list; ZIP of the selected recordings (with transcripts, when transcription is enabled)	No
Outbound Calls	CSV, PDF	Yes
Inbound Calls	CSV, PDF	Yes
Missed Calls	CSV, PDF	Yes
Usage Charges	CSV, PDF, PDF with custom columns	Yes
Users Charges	CSV, PDF, PDF with custom columns	Yes
Top-Ups	CSV	No
Total Charges Per Account	CSV, PDF, PDF with custom columns	No
DND Activity	CSV	No
Faxes Activity	CSV; each fax as TIFF or PDF	No
Audit Logs	Not downloadable	No
Meetings Activity	Not downloadable	No
System License	PDF per monthly snapshot	No
PIN Call Summary	CSV	No
PIN Call Log	CSV	No
PIN Peak Usage	CSV	No

Downloading call recordings requires the download permission of the Call Recordings report in the user's role. Excel files are not produced; CSV files open directly in Excel.