Reports

Reports

Reports

Info
Features and Usage Guide
The Reports page in Nextere provides comprehensive visibility into your team’s call activity, voicemail handling, and staff/agent status, enabling better monitoring, support, and compliance across your organization.

Page Overview

When you access the Reports page, you’ll see several tabs for exploring critical telephony data:  

  • Call Recording – View and manage recorded calls.
  • Voicemail – Access and filter voicemail messages.
  • Call History – Track answered, missed, and outgoing calls.
  • Inbound – Analyze incoming call patterns.
  • Outbound – Review outgoing call performance.
  • Call Volume – Identify peak hours and call trends.
  • Staff/Agents – Monitor agent availability and activity.
  • Numbers – View assigned virtual numbers and usage.
  • KPI – Track key performance indicators for calls and staff.

    • Each tab gives you access to detailed reporting, filtering options, and interactive controls.


    Call Recording Tab

    Shows all system-recorded calls by date/time, from, virtual number, to, and duration.

    Filters let you select date ranges, duration, contact name/number, extension, and direction. 

    Action icons next to each call for playback, notes and transcript , with visual indicators for incoming/outgoing calls. 



    Voicemail Tab

    Lists all voicemail messages by date/time, the source number, destination, and duration.

    Provides controls to play voicemail messages or access more details.

    Includes filters for date range, duration, contact, extension, and status for targeted search.



    Call History Tab 

    Displays answered, outgoing, missed calls, and voicemail counts.

    Includes custom filters for date range, call duration, contact name/number, staff/agent selection, and status.

    Shows critical columns like date/time, from, via virtual number, to, status, duration, and charge (if applicable).



    Inbound: Displays incoming calls counts.Includes custom filters for date range, call duration, contact name/number, staff/agent selection, and status.
    Shows critical columns like date/time, from, via virtual number, to, status, duration, and charge (if applicable)



    Outbound: Displays outgoing calls counts.Includes custom filters for date range, call duration, contact name/number, staff/agent selection, and status.




    Call volume: The Call Volume report provides insights into the number and duration of calls handled during specific time intervals across different days of the week. This information helps teams monitor call activity, identify peak hours, and optimize staffing for better customer service.



    Staff/Agents
    Displays agent states: Online, Offline, Away, Busy, On Call.
    Columns: Name, Email, Phone, Extension, Status, DID.
    Actions: VoIP call, Activity tracking, Notes, Advanced options via three-dot menu.
    Sync Users: Updates staff status in real-time.



    Table Columns

    Name, Email, Phone (if available), Extension

    Status: Shows if a user is Active or Inactive

    DID: Number of assigned DID lines (shows in blue circles for quick reference)

    Action icons for VoIP calling, activity tracking, and more.

    Three-dot menu for advanced user management

    Action Icons and Menus:



    Phone Icon: Instantly place a VoIP call to any staff/agent. 

    Notes Icon: allow users to quickly write down and share important information during or after calls for better collaboration.


    Playback Button: Listen to recorded calls or voicemails.    


    Transcript (three-dot): View the complete transcript of your calls.


    Use Cases 

    Performance Monitoring: Track individual and team call volumes, busy times, and user statuses.

    Compliance Archive: Retrieve recordings and voicemail for audit, training, or dispute resolution.       

    Support Efficiency: Quickly find missed calls and voicemails for timely follow-up.


    Notes
    Troubleshooting    
    If you don’t see recent calls or agent status, use "Sync Users" or "Sync Contacts."      
    Verify filter settings if searches yield empty results.      
    For access or playback issues, ensure correct user permissions and double-check extensions or DIDs.

    FAQs

    1. How often is the Reports page updated?

    The Reports page updates in real-time for most tabs. If you notice delays, use the Sync Users or Sync Contacts button.

    2. Why do I see empty results after applying filters?

    Ensure that the selected date range and filters match existing data. If still empty, click Sync Users or verify permissions.

    3. How long are call recordings and voicemails stored?

    Retention depends on your organization’s policy. Typically, recordings are stored for 30–90 days unless extended by admin settings.

    4. Can I filter reports by specific agents or teams?

    Yes, most tabs include filters for staff/agent selection, allowing you to view data for specific individuals or groups.


     

     

     


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