Overview
The User Statistics Report in SalesExec provides a breakdown of call activity per user (agent) over a selected timeframe. It shows how many calls each user made or received, their call outcomes, durations, and call-type distribution — helping managers assess individual performance, productivity, and compliance with call-handling policies.
Key Functionality
Per-User Call Summary — For each user, aggregates calls made and received, including total count.
Outcome Breakdown — Distinguishes calls by result (answered, missed, voicemail, transferred, abandoned, etc.).
Call Duration Metrics — Tracks total talk time, average call length, and time per call for each user.
Filtering Capabilities — Enable narrowing results by: date range, call type (inbound, outbound, transfer), queue or department, user or team.
Comparative Performance View — Easily compare users side-by-side to spot high and low performers.
Exportable Reports — Allows exporting the report data for offline analysis, record-keeping, or performance reviews.
How to Use This Feature
Finding the Report
This report is only available to those who use RingResponse. The report is found within the left-hand Reports option within ClickPoint.
Filter Options
This report comes with many of the same standard features as our other reports. Key points of interest include:
Direction: Filter on Inbound Calls or Outbound Calls
Show Disabled Accounts: Include statistics on users which are now disabled
Phone Numbers: Filter on all or specific phone numbers
Status Changes: Show lead Status updates
Report Column Explanation
Below is a breakdown of available columns of data:
Name: The ClickPoint RingResponse User based on the Account Level (either a Corporate or User Branch) specified in the report filter.
Phone Number: Phone Numbers used over the date range selected.
Inbound (Inbound Direction): The total number of Inbound Calls routed to a user. This includes those which may have been missed.
Outbound (Outbound Direction): The total number of Outbound Calls made by a user.
Missed (Inbound Direction): Total number of inbound calls missed through an inbound Call Flow, where Round Robin call distribution is used. A Missed Call is calculated by those which an inbound call is declined, presented to the user in which they failed to answer, or immediately went unavailable and available again.
Answered (Inbound Direction): The total number of calls answered by a user over the specified date range.
Transfer: The total number of calls transferred which were answered by another user.
Avg. Call Duration: The average call duration of a single call over the time frame selected.
Total Talk Time: The total amount of time spent talking to customers over the date range selected.
Not Available: The total amount of time over the date range selected that a user flagged themselves not available for inbound calls.
Closed: The number of leads which a user selected an action signifying a sold or won deal following the end of the call.
Close Rate: This value is determined by the number of closed leads divided by the total number of Inbound/Outbound calls (depending on Call Direction). A user can have two different closed rates for inbound calls versus outbound calls.
Actions: The total number of actions executed by a user. In general, the total number of calls answered or completed should be the same number as actions made.
Inbound Call View
Outbound Call View
Best Practices
Run the report weekly or monthly to monitor user activity, workload balance, and call performance across your team.
Use filtering to focus on specific queues, timeframes, or call types when auditing performance or compliance.
Combine call-based metrics with lead/outcome data (e.g. conversions, follow-ups) to measure efficiency — not just volume.
Use exportable data for performance reviews, training insights, or resource planning.
Archive periodic reports if compliance or historical call-data tracking is required.
Troubleshooting
A user shows zero calls but should have activity → Confirm call-logging and permissions; verify that the date range includes the user’s call activity.
Call outcomes seem incorrect or missing → Ensure that calls are being tagged with correct disposition, and that transfers or external lines are configured properly.
Exported data doesn’t match on-screen results → Check that filters and date ranges are consistent between on-screen view and the exported version.
Report runs slowly or times out for large date ranges → Use shorter date intervals or apply filters to reduce dataset size before exporting.
Users dispute call counts or durations → Double-check call logs, verify user IDs, and confirm that transfers and voicemails are included in the metrics correctly.