The Extension Summary reporting tool allows managers to generate reports on the total number of calls for a selected reporting period on a per-extension basis. This is particularly helpful to get an idea of how many inbound, answered and missed calls there are for each user in an organization, in addition to call durations.

Accessing Extension Summary

First, you must login to the phone portal. Once logged in, go to Reports > Extension Summary.

Note that you will only see extensions to which you have access. As a regular user, you will only see data for your own extension or extensions which are assigned to you by an admin. If you are an admin, you should see all extensions for your system.

Using Extension Summary

Extension Summary has 4 filter options as follows:

Quick Select: Allows you to quickly select commonly used reporting periods via the dropdown menu. In this case, you do not need to set start/end dates manually.

Start Date/Time: The starting date and time for the reporting period. Setting this will override the Quick Select field. In the example above, we set the time to 00:00, meaning the entire day of January 1st, inclusively.

End Date/Time: The ending date and time for the reporting period. In the example above, we set the time to 23:59, meaning the entire day of March 31st, inclusively.

Include Internal: Can be True or False with False set by default. False will include only inbound and outbound calls to the outside. True will additionally include calls between local extensions on your system.

Once you have set the reporting options as desired, click Update to refresh the reporting data in the table below.

Interpreting Extension Summary Data

All extension summary data is listed with one extension per row in the table.

Extension: This is the extension for which the summary data is tabulated on the current row.

Answered: Total of all calls answered during the reporting period.

Missed: Total of all calls missed by the extension during the reported period. This field indicates how many times the user’s extension rang and was neither answered nor rejected.

Note: This field does not necessarily indicate that this many callers have called and not been answered. As an example, say you configure your call flows such that 10 extensions ring simultaneously on inbound calls and nobody answers. In this case, you will see a missed call on 10 extensions because nobody at any of the extensions that rang answered the call. So in total, the extension summary will show 10 missed calls.