The standard reports cover most questions. When you need a different cut, the report builder lets you group calls your way and save the result alongside them. Any report, standard or your own, can then be emailed on a schedule (see Scheduled reports for the basic fields).
Build a report
- Open Reports → Build a report.
- Under Group by, pick one or two groupings. The first is the main grouping.
- Under Measures, pick up to ten.
- Choose how to Order rows: Automatic (time groupings in order, anything else by the first measure, largest first), by the first measure largest or smallest first, or by the grouping A–Z / oldest first.
- Check the Preview. It uses the filters on the page and shows up to 200 rows.
- Give the report a name (up to 100 characters) and, optionally, a description, then choose Save report.
| Groupings | Measures |
|---|---|
| Day, Week starting, Month, Hour, Weekday | Calls, Inbound, Outbound, Internal |
| Site, Extension, Department | Answered, Missed, Answer rate |
| Direction, Outcome, Number type | Talk time, Avg. talk time, Avg. time to answer |
| Country / region, Trunk / line, External number | After hours, Unique numbers, Estimated cost, Cost incl. VAT |
Each measure is defined the same way as in the standard reports, and the report's How it's calculated lists the definitions it uses: a call is one conversation however many transfers it had, answered and missed count inbound calls, and average talk time counts only connected calls. Totals are worked out from all the calls, not added up from the rows, so rates and averages are exact. External numbers follow your permission to see full numbers.
Saved reports
- Saved reports appear under Reports marked Custom, and are filtered, exported, scheduled and read over the API like any other report.
- Edit changes the definition; schedules that send the report pick up the change on their next run.
- A report that a schedule still sends cannot be deleted. Change or delete those schedules first; the message says how many there are.
Which plans include what
| Feature | Included in |
|---|---|
| Report builder (build, preview, save and open custom reports) | Business and Enterprise, and during the trial. |
| Advanced report schedules: per-department or per-site sending, secure links, quarterly schedules and quarter periods | Starter, Business and Enterprise, and during the trial. |
| Daily, weekly and monthly schedules with attachments | Every plan. |
If your plan doesn't include an option, saving tells you which plans do and points to Usage & billing. After a move to a smaller plan, saved custom reports can still be listed and deleted, but not opened; schedules that split per department or site send only the whole report to their main recipients.
One schedule, a slice for each department or site
Under Send separately per department or site, choose Department or Site, then list recipients against each one:
- The schedule's recipients get the whole report. Each person listed under a department or site gets only that department's or site's calls, with its name in the subject and the file names.
- Up to 100 departments or sites per schedule, each listed once, with up to 20 recipients each (the whole report can go to up to 50).
- Slices are worked out when the report runs: a renamed department uses its new name, and one that was deleted is skipped and shown as skipped in the run's result.
What a scheduled report contains
A schedule sends what the person who created it may see today. A manager whose access is limited to their department schedules their department's calls, whoever the recipients are; per-department slices narrow that further, never widen it (see Department-scoped access).
Each email opens with one line on the period, and one on follow-up, for example “42 missed calls from outside, 18 callers still not called back; median call-back time 12 min.” (see Callbacks), then the headline figures and an Open in Telyzer button. Attachments travel up to 7 MB in total; a file that would not fit is left out and the email says so. With Secure download links, each file gets a private link that works for 7 days instead.