Overview
The Call Statistics Report in SalesExec compiles aggregated data on call activity across your team, inbound, outbound, transfers, call outcomes, and overall usage. It gives administrators and managers a high-level view of call volume, performance, and efficiency, helping monitor agent productivity, compliance, and call-center health.
Key Functionality
Call Volume Summary — Aggregates total number of calls over a defined period: inbound, outbound, transfers.
Call Outcome Breakdown — Tracks call outcomes such as answered, missed, transferred, abandoned, voicemail dropped, etc.
Time Metrics — Includes metrics like total talk time, average call duration, wait or ring time, and hold/transfer durations.
Agent Performance Analytics — Allows filtering by user/agent to evaluate individual call loads, success rates, and efficiency.
Date Range Filtering — Generate statistics over custom date ranges to analyze trends over time (day, week, month, quarter).
Queue / Campaign / Department Segmentation — If configured, you can view stats per queue, department, campaign or branch to compare performance across different segments.
Exportable Data — Export the call statistics report for external analysis or internal audits.
How to Use This Feature
Filter Options
Date
View calls handled based on the selected date range.
Time Zone
Select the time zone associated with the calls. In most instances, you will want to select the date range based on where you are geographically located.
Record Type
Select the Record Type associated with the calls you wish to view.
Show Disabled Users
Include those calls handled by users who are currently disabled within ClickPoint.
Direction
Choose between either Inbound or Outbound originated calls.
View
Choose between Marketing Channels, Lead Sources, or Campaigns. For example, you may want to only view calls based on Lead Source.
Channels, Sources, Campaign
Provides you the ability to filter on specific calls associated with a Marketing Channel, Lead Source, or Campaign. For Example, you may only want to view inbound calls that originated from a particular landing page.
User
Choose between All users or a subset of your users. This is a great filter option for sales managers who only want to view calls handled by their own sales team.
Call Flow
View calls based on call flows used.
Phone Numbers
Filter on calls based on specific inbound or outbound numbers used to handle a call.
Call Status
Filter on calls based on specific final call outcomes.
Abandoned: Lead disconnected before speaking with a user.
Canceled: An outbound call which the user ended the call prior to connecting with the lead or their voicemail.
Completed: A call that connected with the lead or their voicemail.
Failed: A call that failed to connect with a lead's phone number. Possible reasons include a bad phone number, a disconnected phone number, or a network error on the lead's service provider.
Error: An unknown error occurred when trying to connect.
Busy: A busy signal was detected when trying to connect to a lead's phone number.
Missed: An outbound call in which a lead did not have a voicemail configured, or the call timed out.
Answered: A call that was answered but is ongoing at the time this report was generated.
Ringing: A user is currently attempting to connect with a lead at the time this report was generated.
Column Definitions
Call Date
The Date and Time of a call.
From
Inbound Direction: The lead's phone number used to call into your sales team.
Outbound Direction: The RingResponse phone number used to make the call
To
Inbound Direction: The RingResponse phone number used to handle the inbound call.
Outbound Direction: The lead's phone number called by a user.
Marketing Channel, Lead Source, Campaign
The Marketing Information associated with the lead depending on the filter selection.
Call Origination
Inbound: Classified as an inbound call from a lead.
Outbound: Classified as an outbound call made by a user.
Call Flows Used
The call flows used to handle a call. A single call can be routed through more than one call flow based on your business rules.
Queues Used
The call flow queue and routing used to distribute a call. A single call can be routed through multiple queues based on your business rules.
Transferred
Denotes if the call was manually transferred to another user or into another call flow.
Connected Duration
The total time a user was connected with a lead.
Wait Duration
The total amount of time a lead waited to connect to a salesperson.
User
The user who answered an inbound call or conducted an outbound call. Please note, a single call can be handled by multiple users.
User Checked
The number of online users that were checked to take a call.
Presented: A call was presented to a user but they didn't answer.
Answered: A call was accepted and answered.
Unavailable: A user was flagged Unavailable at the time of the call.
Declined: A user declined the incoming call.
Cooldown: A user was on a Cooldown as a result of a previous call.
Accepted: A user accepted the call but never connected with the lead.
Call Status
Filter on calls based on specific final call outcomes.
Abandoned: Lead disconnected before speaking with a user.
Canceled: An outbound call which the user ended the call prior to connecting with the lead or their voicemail.
Completed: A call that connected with the lead or their voicemail.
Failed: A call that failed to connect with a lead's phone number. Possible reasons include a bad phone number, a disconnected phone number, or a network error on the lead's service provider.
Error: An unknown error occurred when trying to connect.
Busy: A busy signal was detected when trying to connect to a lead's phone number.
Missed: An outbound call in which a lead did not have a voicemail configured, or the call timed out.
Answered: A call that was answered but is ongoing at the time this report was generated.
Ringing: A user is currently attempting to connect with a lead at the time this report was generated.
Best Practices
Use the Call Statistics Report weekly or monthly to monitor call center workload, call success rates, and agent performance.
Compare statistics across periods to identify trends — rising missed-call rates, shortened call durations, or shifts in call volume.
Segment by queue/department or campaign to understand which teams or efforts consume the most call resources.
Use call-time metrics (average duration, talk time, hold/transfer times) to spot inefficiencies or training needs.
Archive periodic reports — especially useful for compliance reviews, audits, or long-term analysis.
Troubleshooting
Report returns zero or few calls, even though calls were made → Ensure call logging and routing were correctly configured and that the date range includes the calls.
Call outcomes seem incorrect (e.g. many “missed” or “abandoned” calls) → Review call flow configurations and queue/IVR settings to confirm calls are being properly tracked.
Agent stats missing or skewed → Verify that users have correct permissions and that call attribution (queue or user) is correctly applied at call time.
Export file incomplete or corrupted — Try limiting the date range or filters; large datasets can lead to performance issues.
Metrics don’t align with expectations — Double-check filters, segmentation (queue/department), and that all inbound/outbound channels are included in the report scope.