See call statistics by day, user and number

Call history lists calls one at a time. Statistics adds them up, so you can spot your busiest days and see how each person on your team is handling calls.

Some labels in your portal or apps may look slightly different from this guide.

Count calls by day

1. 1
   Step 1:

   Open daily statistics

   In the admin portal, go to Statistics, then Daily.
2. 2
   Step 2:

   Pick the dates

   Choose a preset such as Today, Last 7 Days or This Month, or pick dates on the calendar.
3. 3
   Step 3:

   Narrow it down if you need to

   Select Show Advanced Options for more filters. Each one is described below.
4. 4
   Step 4:

   Read the table

   Each date gets a row with its TOTAL CALLS, TOTAL TIME and AVERAGE CALL TIME. A bar compares each day with the busiest day in your range, and a total row adds everything up.
5. 5
   Step 5:

   Look closer at one day

   Select a date to list every call from that day.

Monthly uses the same filters and columns, with the extra filters under Advanced Search. Both views have Download CSV for a copy of what's on screen.

Narrow the results by number, caller ID or length

• From and To take one number or several separated by commas. Pick how to match them: Equals, Begins with, Contains or Ends with.
• CallerID filters on the caller ID name or number, with the same four choices.
• Duration takes seconds and a comparison, for example calls longer than 30 seconds and shorter than 120.

You can leave the Trunk filter empty. Trunks are CallSprout's carrier connections, and support looks after them.

See each user's calls

1. 1
   Step 1:

   Open user statistics

   Go to Statistics, then Extensions.
2. 2
   Step 2:

   Set the range and the people

   Choose a Date Range and pick one or more users under Extensions.
3. 3
   Step 3:

   Pick your reports

   Select the green plus beside each report you want. It moves to Selected reports.
4. 4
   Step 4:

   Run them

   Select Show. The results appear in a separate window.

The reports include all calls, answered calls, unanswered calls, and calls split by direction: inbound, outbound and internal. Depending on the report, you'll see call counts, talk time, hold time and the share of calls answered.

Work with a report

• Hover over the top left corner of the report to see which filters you used.
• Sort any column, search the results, or open a graph.
• Download the report as a CSV or PDF file, print it, or email it. On Contact Center Lite and above, you can also email a report automatically.
• Select Breakdown to list the calls behind the numbers, with the wait time and talk time of each.

What to expect

• Statistics count calls on your own account only.
• Contact Center Pro has its own reports for queues, agents, service level and abandoned calls. See run contact center reports.
• The Statistics area may also hold reports for enhanced ring groups and phone menus. On every plan, you can see which menu options callers choose. Contact support if you need help with the others.

Don't see this option? Contact support and we'll set it up for you.