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Reporting and Analytics - All Calls

Updated: 4/19/2024 2:20 AM

The All Calls report displays a consolidated view of account-wide call activity, organized by a unique call identifier, or "Call ID."

  • Call data is available as of October 1, 2021.
  • Specify a date and time period to display.
  • View total segments, reports included, and direction of calls.
  • Save, download, email, and print reports. 

Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access reports.

Note: Due to the volume of data available, you can only view up to 1 month of data at a time.

View All Calls

To view a summary of all calls:

  1. Sign in to the Admin Portal.
  2. Click Reports, then click All Calls.

Use the Time Period drop-down (top left) to select or customize a time period for the summary.

The Refresh button updates the view and the Download, Print, and Email options (top right) are available for use.  You can also customize your views using the following options:

SearchEnter a Call ID to locate a specific call
Show/Hide ColumnsSelect columns you want to view from the Show/Hide Columns menu, including:
Date/Time (earliest)
Reports Included - a list of all call Reports on which the call appears
Total Segments
Call Directions (Inbound, Outbound, Intra PBX)
Call Dispositions (Answered, Missed, Voicemail, Blocked, Abandoned)
 
Save and Subscribe to Reports

The Saved Reports landing page displays all of the saved reports. You can hover over a report, then click an icon to view, download (PDF or CSV), email, schedule email delivery (subscribe to a report), or delete saved reports.

You can sort the columns by the following:

  • Report Name
  • Report Type
  • Saved Report Creation Date
  • Created By
  • Subscription

NOTE: Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access reports.

Save a Report

You can save a customized report that you use frequently.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click All Calls.
  3. Click the Save icon.
Subscribe to a Report

Saved Company Summary reports can be emailed to you and others at an interval determined by the time period you selected in your saved report i.e. Today, Last Week, etc.
A custom delivery time can be selected which will be based off of the account's time zone. If a custom time is not selected, subscribed reports will be delivered at 8:00 am in the account's time zone.

IntervalDelivery TimeWhat's Included
DailyFollowing day at the specified delivery timeThe day prior
WeeklyOn Monday at the specified delivery timeThe prior calendar week (Sunday to Saturday)
MonthlyOn the 1st day of the month at the specified delivery timeThe prior month

NOTE: You cannot subscribe to a saved report with a custom date range; indicated by a N/A in the Subscribed column.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Saved Reports.
  3. Hover over a saved Company Summary report and then click the Subscribe icon.
  4. Select the hour in which the report should be emailed.
  5. Enter a custom message to include in the emailed report if applicable.
  6. Enter one or more email addresses separated by a space or comma or semicolon.
  7. Click Save.
Edit/Remove a Subscription

To edit or remove a subscription, hover over a saved Company Summary report and then click the Edit Subscription icon.

  • To edit a subscription, make changes and then click Save.
  • To delete a subscription, click the Remove Subscription button.
  • To remove an individual subscriber, click the X icon next to the email address and then click Save.
NOTE: If a saved report is deleted, any associated subscription is automatically removed.
View Detailed Call ID Report

Click on a call to get detailed call information.  The call ID will remain at the top left of the page for reference.

The Refresh button updates the view and the Download, Print, or Email options (top right) are available for use.

TIP: Use the Download option to see a consolidated view of all segments of the call.

Use the Close button to go back to the previous page.

 
SectionDetails
CompanyShows all portions of the call that appear on the Company Summary report.
Call GroupShows all portions of the call that are related to the Call Group.
Call QueueShows all portions of the call that are related to the Call Queue.

The following fields (columns) are available to show or hide in the Company section of the report.

Field (column)Description
Call IDUnique identifier for each call.
Recording (icon)View call recording.
Block (icon)Create call blocking rule.
DirectionInbound, outbound, or intra-PBX call.
ToPhone number or extension receiving the call.
FromPhone number or extension placing the call.
Caller ID NumberOutbound caller ID number associated with the extension (for outbound calls only).
Source DeviceName of physical device placing call (if available)
Destination DeviceName of physical device receiving call (if available)
Source UserIDUsername assigned to the caller.
Destination UserIDUsername assigned to the callee.
Date / TimeDate and time of call.
ResultResult of call: Answered, Attempted, Missed, Voicemail, or Blocked.
DurationLength of call segment.
RatePer minute cost if applicable.
ChargeTotal charge applied to call if applicable.
LocationName of the location that was designated for the service.
Account CodeDisplays account code applied to call if applicable.
Service TypeType of service; examples: extension, call group, call queue, virtual receptionist, etc.
Delete a Saved Report

NOTE: If a saved report is deleted, any associated subscription is automatically removed.

  1. Sign in to the Admin Portal.
  2. Click Reports, then click Saved Reports.
  3. Hover over a saved report and then click the Trash icon to delete.
  4. Click Yes to confirm.
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