Analytics Hub — Reports Documentation¶
This document describes all reports available in the Analytics Hub application. It is intended for technical users of the platform and explains what each report shows and what every field represents.
Activity Reports¶
Users Activity¶
Description: User activity analysis and performance metrics. Aggregates call statistics per user (extension) for the selected date range. Optionally filter by call type: All Calls, Internal Only, or External Only.
Summary metrics (dashboard):
| Metric | Description |
|---|---|
| Total Users | Number of distinct users (extensions) with activity in the period. |
| Total Calls | Sum of all calls (inbound + outbound) for all users. |
| Inbound Calls | Total number of inbound calls. |
| Outbound Calls | Total number of outbound calls. |
Detailed data — table columns:
| Column | Description |
|---|---|
| User | Display name or extension of the user. Links to a drill-down view. |
| Total Calls | Total number of calls (inbound + outbound) for this user. |
| Inbound Calls | Number of inbound calls received by this user. |
| Inbound Answered | Number of inbound calls that were answered. |
| Inbound Talk Time | Total time spent in conversation on inbound calls (HH:MM:SS). |
| Inbound Avg | Average duration of inbound talk time per call. |
| Inbound Duration | Total duration of inbound call legs (including ringing). |
| Outbound Calls | Number of outbound calls placed by this user. |
| Outbound Answered | Number of outbound calls that were answered. |
| Outbound Talk Time | Total time spent in conversation on outbound calls. |
| Outbound Avg | Average duration of outbound talk time per call. |
| Outbound Duration | Total duration of outbound call legs. |
DIDs Activity¶
Description: DID (Direct Inward Dialing) numbers activity and usage statistics. Shows call metrics per phone number (DID) for the selected period.
Summary metrics:
| Metric | Description |
|---|---|
| Total DIDs | Number of distinct DIDs with activity. |
| Total Calls | Sum of all calls on all DIDs. |
| Inbound Calls | Total inbound calls to DIDs. |
| Outbound Calls | Total outbound calls from DIDs. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Phone Number | The DID number. Links to a drill-down view. |
| Total Calls | Total calls (inbound + outbound) for this DID. |
| Inbound Calls | Inbound calls to this DID. |
| Inbound Answered | Inbound calls answered. |
| Inbound Talk Time | Total talk time on inbound calls (formatted). |
| Inbound Avg | Average inbound talk time per call. |
| Inbound Duration | Total inbound call duration. |
| Outbound Calls | Outbound calls from this DID. |
| Outbound Answered | Outbound calls answered. |
| Outbound Talk Time | Total talk time on outbound calls. |
| Outbound Avg | Average outbound talk time per call. |
| Outbound Duration | Total outbound call duration. |
Callers Activity¶
Description: Caller behavior analysis and trends. Aggregates statistics by caller identifier (caller ID number) so you can see which external callers are calling and how much time they spend.
Summary metrics:
| Metric | Description |
|---|---|
| Total Callers | Number of distinct callers. |
| Total Calls | Sum of all calls from those callers. |
| Inbound Calls | Total inbound calls (from these callers). |
| Outbound Calls | Total outbound calls (to these callers). |
Detailed data — table columns:
| Column | Description |
|---|---|
| Caller | Caller identifier (e.g. phone number). Links to drill-down. |
| Total Calls | Total calls involving this caller. |
| Inbound Calls | Inbound calls from this caller. |
| Inbound Answered | Inbound calls answered. |
| Inbound Talk Time | Total inbound talk time. |
| Inbound Avg | Average inbound talk time. |
| Inbound Duration | Total inbound duration. |
| Outbound Calls | Outbound calls to this caller. |
| Outbound Answered | Outbound calls answered. |
| Outbound Talk Time | Total outbound talk time. |
| Outbound Avg | Average outbound talk time. |
| Outbound Duration | Total outbound duration. |
DND Activity¶
Description: Do Not Disturb (DND) activity and preferences. Shows how often users enable DND and how long they stay in DND state.
Summary metrics:
| Metric | Description |
|---|---|
| Total Users | Number of users with at least one DND event. |
| Total DND Events | Total number of times DND was activated. |
| Total DND Time | Sum of all time spent in DND (formatted, e.g. days/hours). |
| Avg DND Time | Average time in DND per user. |
Detailed data — table columns:
| Column | Description |
|---|---|
| User | Username. Links to drill-down. |
| Extension | User extension number. |
| DND Count | Number of times DND was turned on in the period. |
| DND Time | Total time the user spent in DND state. |
| Avg DND Time | Average duration per DND session. |
Faxes Activity¶
Description: Fax transmission activity and statistics. Lists all faxes (inbox and outbox) in the date range with direction, success/failure, and page count.
Summary metrics:
| Metric | Description |
|---|---|
| Total Faxes | Total number of faxes in the period. |
| Inbound | Number of inbound faxes (received). |
| Outbound | Number of outbound faxes (sent). |
| Successful | Number of faxes that completed successfully. |
| Success Rate | Percentage of faxes that succeeded. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Created Time | When the fax was created (in selected timezone). |
| Username | User associated with the fax. |
| Direction | Inbound (inbox) or Outbound (outbox). |
| From | Sender identifier (e.g. number or name). |
| To | Recipient identifier. |
| Pages | Number of pages (from result metadata). |
| Result | Success or Failed (from fax result). |
Meetings Activity¶
Description: Meeting activity tracking and moderator insights. Lists meetings created in the period with creation time, moderator, and links to open or copy the meeting URL.
Summary metrics:
| Metric | Description |
|---|---|
| Total Meetings | Number of meetings in the period. |
| Unique Moderators | Number of distinct users who created meetings. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Creation Time | When the meeting was created (timezone-formatted). |
| ID | Meeting identifier (short ID from backend). |
| Moderator | User who created the meeting (resolved from owner_id). |
| Actions | Buttons to copy the meeting link or open it in a new tab. |
Call Center Reports¶
Agents Activity¶
Description: Call center agents performance and activity monitoring. Per-agent stats: calls offered/answered, time on call, time to answer, login time, idle, wrap-up, hold, not available, and DND.
Summary metrics:
| Metric | Description |
|---|---|
| Total Agents | Number of agents in the report. |
| Total Calls | Total calls offered to agents. |
| Abandoned/Declined Calls | Calls not answered. |
| Avg Answer Rate | Overall percentage of calls answered. |
| Avg Time To Answer | Average time (e.g. MM:SS) until agents answer. |
| Agent Effort Score | Composite score (0–100) based on call volume, duration, answer rate, and response time. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Name | Agent display name. |
| Extension | Agent extension. |
| Tags | Tags assigned to the agent (e.g. skill groups). |
| Total Calls | Total calls offered to this agent. |
| Answered Calls | Calls answered by this agent. |
| Answered (%) | Percentage of offered calls that were answered. |
| On Call Time | Total time the agent spent on calls. |
| On Call Avg | Average call duration. |
| Time to Answer Max | Maximum time (seconds) to answer a call. |
| Time to Answer Avg | Average time to answer. |
| Login Time | Total time the agent was logged in. |
| Idle Time | Time in idle state. |
| Wrap Up Time | Time in wrap-up after calls. |
| Hold Time | Time with callers on hold. |
| Not Available | Time in “not available” status. |
| DND Time | Time in Do Not Disturb. |
Filters: Queue (optional), Direction (All / Inbound / Outbound), Tags, and text filters for name, extension, and various metrics.
Agents Status Activity¶
Description: Real-time agent status tracking and availability metrics. Focuses on how much time agents spent in each state: registered (login), not available (broken down by status), wrap-up, and hold.
Detailed data — table columns:
| Column | Description |
|---|---|
| Name | Agent name. |
| Extension | Agent extension. |
| Login Time | Total time registered/logged in. |
| Not Available Time | Total time in any “not available” state. |
| Wrap Up Time | Time in wrap-up. |
| Hold Time | Time with callers on hold. |
| (Subrows) | Per-status breakdown of “not available” time (e.g. Break, Lunch). |
Filters: Queue selector (All or specific queue).
Queues Activity¶
Description: Call queue performance and wait time analytics. Per-queue stats: calls offered, answered, answer rate, talk time, and connect (ring) times.
Summary metrics:
| Metric | Description |
|---|---|
| Total Queues | Number of queues in the report. |
| Total Calls | Sum of calls offered to all queues. |
| Total Answered | Sum of answered calls. |
| Overall Answer % | (Total Answered / Total Calls) × 100. |
| Total Talk Time | Sum of on-call time across queues. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Name | Queue name. |
| Total Calls | Calls offered to this queue. |
| Answered Calls | Calls answered from this queue. |
| Answered % | Percentage of offered calls answered. |
| Talked Time | Total time agents spent talking on queue calls. |
| Talked Average | Average talk time per call. |
| Connect Max (s) | Maximum time (seconds) until a call was connected. |
| Avg Connect (s) | Average time until connection. |
Calls History¶
Description: Complete call history records for queue (call center) calls. One row per call with queue, parties, ring time, talk time, and disposition.
Detailed data — table columns:
| Column | Description |
|---|---|
| Start Time | When the call entered the queue (timezone-formatted). |
| Queue | Name of the queue. |
| Callee ID Name | Callee display name. |
| Callee ID Number | Callee phone number. |
| Caller ID Name | Caller display name. |
| Caller ID Number | Caller phone number. |
| Ringing (s) | Seconds the call rang before answer or hangup. |
| Talked (s) | Billing/talk seconds (connected time). |
| Disposition | Hangup cause (e.g. NORMAL_CLEARING, NO_ANSWER). |
| Call ID | Unique call identifier. |
Queues Calls¶
Description: Queue-specific call distribution and handling metrics for inbound queue calls. Same data structure as Queues CDRs with direction “inbound”.
Detailed data — table columns (inbound):
| Column | Description |
|---|---|
| Called Time | When the call was presented to the queue. |
| Caller ID Number | Caller’s number. |
| Caller ID Name | Caller’s name. |
| Callee ID Number | Callee/destination number. |
| Agent Name | Agent who answered (if any). |
| Agent Extension | Agent extension. |
| Answered Time | When the call was answered (if answered). |
| Hangup Time | When the call ended. |
| Wait Duration | Time from entry to answer or hangup. |
| Talked Duration | Time in conversation after answer. |
| Queue Name | Queue name. |
| Abandoned | Yes/No — whether the caller hung up before being answered. |
| Queue History | Action to view queue history (e.g. time in queue, overflow). |
| Agent History | Action to view agent attempt history (optional). |
Additional columns may include CSAT, agent disposition, and recording info when available.
Queues Outbound Calls¶
Description: Outbound call queue management and performance. Same structure as Queues CDRs with direction “outbound”; columns are adapted for outbound (e.g. Agent Name, Destination, Answered Time, Hangup Time).
Detailed data — table columns (outbound): Same as Queues Calls but key columns are labeled for outbound context (e.g. Agent Name, Destination, Answered Time, Hangup Time, Wait Duration, Talked Duration, Queue Name, Queue History, Agent History).
Campaigns Activity¶
Description: Marketing campaign call performance and results tracking. One row per campaign call event (lead attempt) with lead info, campaign, agent, status, talk time, SLA, and abandoned flag.
Detailed data — table columns:
| Column | Description |
|---|---|
| Start Time | Event timestamp (timezone-formatted). |
| Lead Name | Lead display name. |
| Lead Number | Lead phone number. |
| Lead Ticket Id | External ticket/CRM ID for the lead. |
| Status | Call/attempt status (e.g. finished_success, lead_call_failed). |
| Campaign | Campaign name. |
| Campaign Type | Type of campaign (e.g. preview, progressive). |
| Agent Name | Agent handling the call. |
| Agent Extension | Agent extension. |
| Agent Talk Time | Duration the agent talked to the lead. |
| Abandoned | Yes/No for progressive campaigns (lead answered but agent did not). |
| Wait Duration (s) | Time lead waited (e.g. in queue or before agent answer). |
| SLA (s) | SLA threshold in seconds (if applicable). |
| Over SLA | Whether the wait exceeded SLA. |
| Agent History | Action to view lead/agent event history. |
Call Reports¶
CDRs¶
Description: Call Detail Records and analytics. System-wide CDRs with caller, callee, destination, duration, ringing, billing seconds, and hangup cause. May include fax metadata and recording references.
Detailed data — table columns:
| Column | Description |
|---|---|
| Datetime | Call timestamp (timezone-formatted). |
| Caller ID Name | Caller display name. |
| Caller ID Number | Caller number. |
| Callee ID Name | Callee display name. |
| Destination | Dialed destination (e.g. SIP to user part). |
| Connected | Billing seconds (billable/connected time). |
| Ringing | Ringing seconds (duration − billing). |
| Result | Hangup cause (e.g. NORMAL_CLEARING). |
| Call ID | Unique call identifier. |
Expandable rows may show fax info (e.g. pages, success, encoding) and recording when present.
Outbound Calls¶
Description: Outbound call analysis and performance metrics. Subset of CDRs or dedicated outbound view: calls placed by users with start time, caller ID, user/extension, dialed number, duration, connected time, and result.
Detailed data — table columns:
| Column | Description |
|---|---|
| Start Time | When the call started (timezone-formatted). |
| Caller ID Name | Outbound caller ID name. |
| Caller ID Number | Outbound caller ID number. |
| User | User (name) who placed the call. |
| Extension | Extension used. |
| Dialed Number | Number dialed. |
| Duration | Total call duration (seconds). |
| Connected | Billing/connected seconds. |
| Result | Hangup cause. |
Inbound Calls¶
Description: Inbound call analysis and performance metrics. Calls received: start time, caller/callee IDs, destination, duration, connected time, and result.
Detailed data — table columns:
| Column | Description |
|---|---|
| Start Time | Call start time (timezone-formatted). |
| Caller ID Name | Caller display name. |
| Caller ID Number | Caller number. |
| Callee ID Name | Callee display name. |
| Callee ID Number | Callee number. |
| Destination | Destination (e.g. extension or DID) that received the call. |
| Duration | Total duration (seconds). |
| Connected | Billing/connected seconds. |
| Result | Hangup cause. |
Billing Reports¶
Usage Charges¶
Description: Usage-based charging and billing information. Per-call (or per-leg) records with extension, direction, duration, rate, and amount. Can be filtered by extension and tags.
Summary metrics: Total calls, total amount, and total minutes are often shown at the top (from API or client aggregation).
Detailed data — table columns:
| Column | Description |
|---|---|
| Start Time | Call start time (timezone-formatted). |
| Extension | Extension that incurred the charge. |
| Tags | Tags associated with the extension or call. |
| Caller ID Name | Caller name. |
| Caller ID Number | Caller number. |
| Direction | Inbound or Outbound. |
| Callee ID Name | Callee name. |
| Callee ID Number | Callee number. |
| Duration | Billing increment (e.g. formatted minutes or seconds). |
| Rate | Rate applied (e.g. per minute). |
| Amount | Charge amount for the call. |
Users Charges¶
Description: User-specific charges and billing details. Aggregated per user/extension: total calls, inbound/outbound split, minutes, and amount. Filterable by tags.
Summary metrics: Often total users, total calls, total amount, total minutes.
Detailed data — table columns:
| Column | Description |
|---|---|
| User | User display name. |
| Extension | Extension number. |
| Tags | Tags assigned to the user/extension. |
| Total Calls | Total billable calls. |
| Inbound Calls | Inbound call count. |
| Outbound Calls | Outbound call count. |
| Minutes | Total billable minutes. |
| Amount | Total charge amount for the user. |
Total Charges Per Account¶
Description: Account-level charging and billing summary. One row per child account (or account segment) with total amount, total calls, and total minutes.
Summary metrics:
| Metric | Description |
|---|---|
| Total Accounts | Number of accounts in the list. |
| Total Amount | Sum of all account amounts. |
| Total Calls | Sum of calls across accounts. |
| Total Minutes | Sum of minutes. |
| Avg Amount Per Account | Total amount ÷ number of accounts. |
Detailed data — table columns:
| Column | Description |
|---|---|
| Account Name | Name of the account. |
| Total Amount | Total billing amount for the account. |
| Total Calls | Total calls for the account. |
| Total Minutes | Total billable minutes. |
Other Reports¶
Audit Logs¶
Description: System audit trails and security logs. API (or application) requests with timestamp, endpoint, method, payload, headers, user, response code, and IP.
Detailed data — table columns:
| Column | Description |
|---|---|
| Datetime | When the request occurred (timezone-formatted). |
| Endpoint | API or application endpoint (e.g. path). |
| Method | HTTP method (GET, POST, PUT, PATCH, DELETE). |
| Payload | Request body (e.g. JSON); often viewable in a modal. |
| Headers | Request headers; often viewable in a modal. |
| User | User who performed the action (e.g. name/extension from token). |
| Response Code | HTTP response status code (e.g. 200, 404). |
| IP Address | Client IP address. |
Report Custom¶
Description: Custom report builder and analytics. This section is reserved for future custom reports; the dashboard structure is in place and the report will be implemented in a later release.
Common Concepts¶
- Timezone: All reports allow selecting a timezone; timestamps in tables and charts are shown in that timezone unless stated otherwise.
- Date range: Reports are filtered by a start and end date/time; quick presets (e.g. Last 7 days, This month) are available.
- Direction: Inbound = calls received; Outbound = calls placed. Some reports let you filter by direction.
- Billing seconds / Connected: Time in seconds for which the call is billable (typically from answer to hangup). Ringing is usually total duration minus billing seconds.
- Hangup cause / Disposition / Result: SIP or carrier reason for call end (e.g. NORMAL_CLEARING, NO_ANSWER, USER_BUSY).
This documentation reflects the reports and fields available in the Analytics Hub UI and associated APIs. For API details (endpoints, parameters, response shapes), refer to the backend API documentation.