Monitoring Calls

Question

Is there a way to keep track of how many calls a person picks up throught out the day?

Joe Cache · Accepted Answer

That would be in the Analytics / Performance reporting. You can bring up by Call Queue, Extension, etc. Then drill down from the summary to see the call path, and over with the QOS - if there was any issue with the calls.

caution - those reports are a rabbit hole of data. ;)

Have fun.

Mary-Community_Moderator · Answer

​@Joe Cacheis right! The Analytics and Reporting feature is the right place to get the information you're looking for.Here's a quick guide:Go to Analytics/Reporting: Look for this section in your phone system's dashboard.Select a Report: Choose a report for Agent or Extension Performance.Set the Date: Select the specific day you want to review.Filter by Extension: Filter the report to show data for the specific person you want to track.Check "Calls Answered": The report will show a metric like "Calls Answered" or "Handled Calls," which is the number you're looking for.This feature is a powerful tool for monitoring individual performance, so feel free to explore the other data it provides!

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