Objective
Run a report for tracking incoming call activity to phone numbers, including direct calls, calls leading from auto attendants, call queues, and ring groups.
Applies To
Analytics for 8x8 Work
Procedure
You can view aggregate call volume and how calls were handled for every number, regardless of who handled the call or how the call was handled. This report includes all missed and abandoned calls received, but excludes all extension-to-extension calls. Users can track the total inbound calls received by a phone number and the number of calls that were answered.
Note:
This report contains DID information starting with calls conducted on February 13th, 2024. It will not contain historical information.
Select the PBX you wish to pull the information from. Note: The PBX selected would be the one that the termintion point for the DID resides in.
From the left side menu, access Call Report.
Under the Call Report menu, select Extension Summary.
Set the date and time period for the report at the top of the page along with any filters. You can filter by Departments, Extension Type or Sites.
Scroll down to the Extensions table view and change the Group by from Extension to DID.
Colums in the report can be added/removed or re-arranged by selecting the Customize table button and then finally the report can be downloaded by selecting the adjacent icon.
Additional Information
Glossary: DID Calls
The existing Extension Summary report has a new column labeled DID. The table lists metrics associated with incoming calls. Metrics for outgoing calls will display a value of 0, since DID is not applicable to outbound calls. The following table lists and provides a description of the metrics displayed.
Column | Description |
DID | The direct inward dialing number. |
Extension | Extension number reached by this DID (for example, call queue extension number). |
First Name | The first name of the user assigned to the DID. When we have multiple calls grouped by DID, the name of the current user is displayed in the collapsed DID row. The first and last name of each user is displayed in each individual expanded row. |
Last Name | The last name of the user assigned to the DID. |
Department | The user's department. |
Site | The user's site. |
Total Inbound | Total number of inbound calls directly received by the DID. |
Total Inbound Answered | The number of inbound calls that were answered by the DID. |
Total Inbound Missed | The number of inbound calls that were missed by the DID. |
Total Inbound Abandoned | The number of inbound calls to the DID that were abandoned by callers. |
Total Outbound | This metric is not applicable to Calls by DID. The value displayed is 0. |
Total Outbound Answered | This metric is not applicable to Calls by DID. The value displayed is 0. |
Talk Time | Cumulative duration of the talk time of all successful calls to the DID, from the time of connection to termination. This includes time on hold. |
Avg Talk Time | Average duration of the talk time of all successful calls to the DID. |
Avg Ring Time | Average ringing time before incoming calls are answered. |
Avg Abandoned Time | The average duration of all abandoned calls to the DID (all calls where the caller ends the cal before being answered). It does not include extension-to-extension activity. |
Ended by AA | The number of calls ended by Auto Attendant due to a caller's inactivity. |
Extension Type | The type of extension linked to the DID. The extension types can be:
|
Inbound Talk Time | For calls grouped by DID, it is the same as Talk Time. |
Outbound Talk Time | This metric does not populate for calls by DID. |
Ring Time | Cumulative ringing time incoming calls are answered. |
Abandoned Time | Cumulative duration of all abandoned calls to the DID (all calls where a caller ends the call before being answered). It includes extension-to-extension activity. |
Total Outbound Abandoned | This metric is not applicable to Calls by DID. The value displayed is 0. |
Total Answered | This metric is the same as Total Inbound Answered. |
Total Abandoned | This metric is the same as Total Inbound Abandoned. |
Total Missed | This metric is the same as Total Inbound Missed. |
Total Voicemail | Total number of incoming calls that reached voicemail. |
External Inbound | Total number of direct calls received by the extension from outside the phone system. This excludes calls from other extensions, and external calls that went through an auto attendant or ring group before alerting the extension. |
External Inbound Answered | Total number of incoming calls answered live. This excludes calls answered by voicemail or by an auto attendant. |
External Inbound Answered Percentage | The percentage of inbound calls from an external caller handled by extension users. |
External Inbound Abandoned | Total number of incoming calls abandoned by callers before being answered by a live person or before reaching voicemail (missed calls, minus calls that reached voicemail). |
External Inbound Missed | Total number of external inbound calls that were not answered live. |
External Outbound | This metric is not applicable to Calls by DID. The value displayed is 0. |
External Outbound Answered | This metric is not applicable to Calls by DID. The value displayed is 0. |
External Outbound Answered Percentage | This metric is not applicable to Calls by DID. The value displayed is 0. |
External Outbound Abandoned | This metric is not applicable to Calls by DID. The value displayed is 0. |
Internal Inbound | Total number of calls received by the DID from within the phone system. This excludes calls received from outside the PBX. |
Internal Inbound Answered | Total number of incoming calls answered live within the same PBX. This excludes calls answered by voicemail or auto attendant. |
Internal Inbound Abandoned | Total number of incoming calls within the same PBX abandoned by callers before being answered by a live person or before reaching voicemail (missed calls, minus calls that reached voicemail). |
Internal Outbound | This metric is not applicable to Calls by DID. The value displayed is 0. |
Internal Outbound Answered | This metric is not applicable to Calls by DID. The value displayed is 0. |
Internal Outbound Abandoned | This metric is not applicable to Calls by DID. The value displayed is 0. |
User Name | Username attributed to the user during setup in the 8x8 Admin Console. |
Email address attributed to the user during setup in the 8x8 Admin Console. |