Upcoming Changes to Standard Reports – January 2025
In our previous blog, we focused on exciting updates to the Enterprise Edition and its integration with Grafana and Power BI. However, we didn’t delve deeply into the enhancements coming to standard reporting. Some features from V18 were missing in V20, and we’re now reintroducing them alongside several new functionalities. Here’s a detailed look at the changes to standard reports in the Admin Console, set for release in January or February 2025.
1. Generate Reports for Multiple Users
Currently, reports are limited to a single user. With this update, managers can generate reports for multiple users simultaneously, streamlining analysis and saving time.
2. Filter Internal and External Calls
New filtering options will allow admins and analysts to focus reports on specific call types:
- Internal Calls Only
- External Calls Only
This added precision will enable more tailored insights.
3. Multi-Department Reporting
Managers responsible for multiple departments will now be able to create comprehensive reports spanning multiple teams:
- Extension Department Reports: Select and report on multiple departments simultaneously.
- Queue Reports: Ideal for regional and call center managers, allowing them to report across multiple queues.
4. Totals in CSV Exports
Due to pagination, total rows couldn’t be displayed in reports directly. We’re now adding “totals” for metrics like duration, answered calls, and costs in CSV exports, enhancing data visibility.
5. Four New Reports
Inbound Call Report
Provides a detailed view of incoming calls with key details, including:
- Date and Time
- Incoming Caller ID
- Trunk (the line the call came in on)
- DID (the number the call reached)
- Call Status (Connected or Not)
- Ringing Time, Talking Time, and Total Call Duration
- Answered By
- Recording URL
Detailed Outbound Call Report
Offers a complete breakdown of outbound calls, featuring:
- Date and Time
- Caller and Dialed Number
- Outgoing Trunk
- Status (Answered or Not)
- Ringing Time, Talking Time, and Total Call Duration
- Recording URL
- Call Cost (if configured)
- Call Type (National, International, or Mobile)
User Activity Report
Aggregates answered and unanswered calls over a fixed period (hour, day, or month) for selected user groups or extensions.
Call Distribution Report
Summarizes incoming and outgoing calls over a specific period (hour, day, or month) for selected user groups.
Release Timeline
We’re excited to roll out these enhancements early in 2025. These updates aim to make reporting more flexible, accurate, and comprehensive. Thank you for your patience as we continue to improve the platform to better serve your needs.