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Company Summary

The Company Summary dashboard provides a high-level overview of usage of your business phone system. Using these metrics, you can analyze the inbound and outbound traffic pattern and adjust your business hours to serve your customers. Click on any metric listed on the dashboard to view a chart.


In the Inbound Summary tab, view key metrics such as the total number of inbound calls received, answered, and missed.

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.

Switch to Simplified Report

You can simplify the metrics in this dashboard by focusing on the key metrics. The simplified dashboard shows a summarized version of the metrics, and eliminates "total abandoned" metrics and "total time" metrics such as total call time, total ring time, and total talk time.

To enable simplified reporting:

  1. In the upper-right corner of the Company Summary and Extension Summary dashboards, click the drop down menu next to your name and select Configuration.
  2. Enable Toggle Simplified UI. By default, the simplified UI is disabled.
  3. At the prompt, confirm to update.

Note: Please note that this toggle impacts all users viewing Virtual Office Analytics for this phone system. Check with your administrator before changing this setting.

Glossary: Call Summary Chart

These stats are provided at the phone system for a given day. By default, the report extracts data starting with the beginning of the current day.

Column Description
All Calls Total number of incoming and outgoing calls from the phone system.
Total Inbound Calls Total number of incoming calls received by the phone system from outside.
Total Outbound Calls Total number of outgoing calls from the phone system to the outside.
Total Ext2Ext Calls Total number of calls dialed within the phone system from one extension number to another extension number.
Active Calls Number of calls currently in progress at the time of this report. This excludes Ext2Ext calls.
Additional Statistics (Includes Ext2Ext Activity)
Average Call Time Average length of a call.
Average Talk Time Average length of a call's talk time.
Average Ring Time Average duration of ringing time for a call. This includes Ext2Ext Calls.
Average Abandoned Time Average length of calls that are abandoned. This includes Ext2Ext Calls.
Total Voicemail Calls Total number of incoming calls that reached voicemail.
Inbound Statistics (Excludes Ext2Ext Activity)
Total Inbound Calls Total number of calls received by the phone system from outside.
Total Inbound Active Calls Total number of inbound calls in progress at the time of the report.
Total Inbound Answered Total number of incoming calls answered live. This excludes calls answered by voicemail or by auto attendant.
Total Inbound Missed Total number of calls that were not answered live (calls that reached voicemail, plus calls that were abandoned).
Outbound Statistics (Excludes Ext2Ext Activity)
Total Outbound Calls Total number of outgoing calls from the phone system to the outside.
Total Outbound Active Calls Number of outbound calls in progress at the time of the report.
Total Outbound Answered Number of outbound calls that were connected. It includes all calls answered live or by auto attendant, or calls that reached voicemail.
Ext2Ext Statistics
Total Ext2Ext Calls Total number of calls dialed within a phone system from one extension to another extension.
Total Ext2Ext Active Calls Number of extension-to-extension calls in progress at the time of the report.
Total Ext2Ext Answered Number of calls between extensions that were answered by a live person. This excludes calls answered by voicemail or auto attendant.
Total Ext2Ext Missed Number of calls between extensions that went unanswered (either abandoned, or answered by voicemail).

 


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