The Extension Summary Report is designed to track and evaluate call activity for each extension within an organization. By providing an overview of inbound and outbound call performance, this report helps businesses optimize communication strategies and improve overall call management.
Accessing the Report
Navigate to the Reports section in the CRM.
Select Extension Summary from the list of available reports.
Filters and Options
The report includes the following filtering options:
1. Date Filter
Users can select a predefined or custom date range:
Today
This Week
Last Week
This Month
Last Month
Custom Date Range (Allows users to specify a start and end date)
2. Extension : Enables users to filter report results based on specific extension
3. Actions
Search Button: Click to apply selected filters and generate the report.
Clear Filter Button: Resets all filters to default settings.
Export Report: Allows users to download the report in Excel (.xlsx) or PDF (.pdf) format for further review and sharing.
Key Metrics in the Extension Summary Report
The report includes various key data points that offer comprehensive insights into extension-based call activity:
Extension
Identifies the unique extension assigned to a user.
Essential for tracking call activity per extension.
Number Alias
Displays the user-friendly name associated with the extension.
Helps in easy identification of extension users.
Action
Indicates the specific actions performed using the extension, such as placing or receiving calls.
Outbound Calls
Total number of calls made from the extension.
Provides insights into outbound calling activity and trends.
Outbound Duration
Cumulative duration of all outbound calls from the extension.
Useful for measuring outbound call engagement and efficiency.
Inbound Calls
Total number of calls received by the extension.
Helps assess inbound call traffic and responsiveness.
Inbound Duration
Total duration of all inbound calls handled by the extension.
Indicates the level of engagement with inbound callers.
Answered
Number of calls that were successfully answered by the extension user.
Reflects the responsiveness and availability of the user.
Missed
Count of calls that were not answered by the extension user.
Important for identifying potential communication gaps.
No Answer
Calls that rang but were not picked up before the caller disconnected.
Highlights missed opportunities for customer interactions.
Busy
Calls that could not be completed due to the extension being busy.
Helps in analyzing congestion and availability issues.
Aloc (Average Length of Call)
Measures the average call duration per extension.
Useful for assessing communication efficiency and effectiveness.
Description
Provides additional details about extension usage and call handling trends.
The Extension Summary Report is an essential tool for businesses looking to enhance their communication infrastructure and optimize extension-based call management. By leveraging this report, organizations can improve responsiveness, ensure balanced workloads, and make data-driven decisions to enhance overall operational efficiency.