Run the enhanced Extension Summary report

This report provides a detailed summary of call activity for any extension user in the phone system. See aggregate call volume and how calls were handled at the level of every user, regardless of how the call arrived at the user's extension. Using this report, you can track the number of answered, abandoned, and missed calls for each user, and supervise employee productivity. You can sort data by the total number of calls handled and view users that have been busy handling calls. If you are tracking call activity based on phone numbers, you should check the Calls by DID dashboard.

Let's say that John answered 10 calls dialed directly to his extension, five calls directed from a ring group that John is a member of, two calls from an auto attendant, and three calls from a call queue that he is a member of, bringing him up to a total of 20 answered calls. Whether or not the calls were dialed directly to John's extension or routed via other services, all calls ultimately arrived at John's extension.

In the Extension Summary report, you can get data in tabular format, as well as look at the visual charts for a quick analysis.

Access the report

To access the Extension Summary report, select Call Report > Extension Summary from the menu.

The default view provides data from the beginning of the day (12 AM) to the time you generate the report. You can track call activity trends for that day, the previous day, the last 7 days, the last 30 days, or for a custom date range. To select the desired time period, click and select an option from the drop-down menu.

In Analytics for 8x8 Work, the new Extension Summary shares many of the same enhancements as Company Summary, such as:

  • Improved date picker
  • Easier access to multi-pbx reporting
  • Integrated call detail - Call Records or Call Legs
  • Interactive charting
  • Addition of first name and last name of the extension user

Glossary: Extensions Summary

The metrics for extension call activity are now grouped under:

  • Extensions: Access extension details such as extension number, first name, last name, branch, and department of the extension user.
  • Ins and Outs: Cumulative metrics of external and internal call activity.
  • Externals and Internals: Tracks call activity of extensions with numbers outside of the phone system and with other extensions.
  • Times: Tracks metrics on ringing time, abandoned time, or talk time of calls directed to or handled by extensions.
  • Totals: Track cumulative metrics (inbound and outbound) on the total number of answered, abandoned, missed, and active calls.

You can download a report as an Excel file.

Extensions

Extensions Description
Extension The user extension number.
First Name The first name of the user assigned to the extension.
Last Name The last name of the user assigned to the extension.
Department The department of the extension user.
Site The site the user belongs to.

Ins & Outs

Calls from/to numbers outside (External) and within the phone system (Internal). Description
Total Inbound Total number of calls (external and internal) received by the extension.
Total Inbound Answered Total number of incoming calls (external and internal) answered live by the extension. This excludes calls answered by voicemail or by an auto attendant.
Total Inbound Abandoned Total number of calls abandoned by callers before being answered live by the extension or before reaching voicemail (such as missed calls, minus calls that reached voicemail).
Total Inbound Missed Total number of calls that were not answered live by the extension.
Total Outbound Total number of calls placed from an extension.
Total Outbound Answered Total number of outbound calls dialed from the extension that were connected at the destination. This includes calls answered by a live person, auto attendant, voicemail, and so on.
Total Outbound Abandoned Total number of outbound calls that never connected to the external system. For example, calls that ring with no answer.

Externals and Internals

Externals: Calls from/to numbers outside the PBXClosedPrivate Branch Exchange—a private telephone network used within a company.. Description
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 calls that were not answered live.
External Outbound Total number of calls placed from an extension to an external number.
External Outbound Answered Total number of outbound calls dialed from the extension that were answered at the destination. This includes calls answered by a live person, auto attendant, voicemail, and so on.
External Outbound Answered Percentage The percentage of outbound calls to an external number handled by extension users.
External Outbound Abandoned Total number of outbound calls abandoned by the extension user before being answered by the destination party.
Internals: Calls from/to extensions within the PBX. Description
Internal Inbound Total number of calls received by the extension from within the phone system. This excludes calls received from outside the phone system.
Internal Inbound Answered Total number of incoming calls answered live. This excludes calls answered by voicemail or auto attendant.
Internal 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).
Internal Inbound Missed Total number of calls that were not answered live.
Internal Outbound Total number of calls placed from the extension to other extensions.
Internal Outbound Answered Total number of outbound calls dialed from the extension that were answered at the destination. This includes calls answered by a live person, auto attendant, voicemail, and so on.
Internal Outbound Abandoned Total number of calls abandoned by callers before being answered by a live person or before reaching voicemail (missed calls, minus calls that reached voicemail).

Times

Times Description
Talk Time Cumulative duration of the talk time of all successful calls from the time of connection to termination (includes the hold time).
Avg Talk Time Average duration of the talk time of all successful calls.
Ring Time Cumulative duration of ringing before answering incoming calls.
Avg Ring Time Average duration of ringing before answering incoming calls.
Abandoned Time Cumulative duration of all abandoned calls to this extension (all calls where the caller ends the call before being answered). Includes extension-to-extension activity.
Avg Abandoned Time Average length of calls that are abandoned including extension-to-extension calls.
Inbound Talk Time Cumulative duration of the talk time of all answered calls, including extension to extension calls, for the selected time period. .
Outbound Talk Time Cumulative duration of the talk time of all answered calls, including extension to extension, for the selected time period.

Totals

Cumulative total (inbound and outbound) of all answered, abandoned, missed, active, and voicemail calls Description
Total Answered Total number of incoming calls answered live by the extension, plus the total number of outbound calls dialed from the extension that were answered at the destination. This excludes calls answered by voicemail or auto attendant.
Total Abandoned Cumulative total calls abandoned by callers before being answered by the extension user or before reaching voicemail (missed calls, minus calls that reached voicemail), plus the total number of outbound calls abandoned by the extension user before being answered by the destination party.
Total Missed Total number of inbound calls that were not answered live by the extension (calls that reached voicemail, plus calls that were abandoned or neither), plus the total number of outbound calls abandoned by the extension user.
Total VMClosedVoicemail is a voice message that a caller leaves when the person called cannot be reached. Calls Total number of incoming calls that reached voicemail.

Computation scenario for the Internal Inbound Missed metric

Note: The metrics displayed in the Extension Summary report now are counted based on call legs.

Let’s say an internal caller initiates a call to its own ring group, but the first agent doesn't answer the call.

During the same call ID:

  1. The Agent 1 (caller) initiates a call to a ring group.
  2. Agent 2 doesn't answer the call, and the incoming call is forwarded to the next agent, based on the sequential ring pattern applied to that ring group.
  3. Agent 3 answers the call.

Note: For the Agent 2 extension, the call is counted as a missed call but not as an abandoned one, as Agent 2 did not answer.

The counters indicates:

  • Total Inbound = 1
  • Internal Inbound Missed = 1
  • Internal Inbound Abandoned = 0