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How Many Calls Did We Get Today?

There are two ways to see how many calls your business received. Destination Summary gives you the totals at a glance. Call Detail Records shows every call one by one.

The quick way: Destination Summary

Destination Summary counts calls by the phone number that was dialed. Each call to your business is counted once, no matter how many phones it rang or how many people it was transferred to. This is the best number for "how many calls did we actually get."

  1. In the portal, open the Status menu and choose Destination Summary.
  2. Set the start and end date and time to cover the day you want, for example today from 12:00 AM to 11:59 PM.
  3. Click Search.

Each of your phone numbers is listed with the number of calls it received during that time. If your business has more than one number, add the rows together for the day's total.

Call by call: Call Detail Records

Use this when you also want to see who called, when, and what happened to each call.

  1. Open Call Detail Records.
  2. Set Direction to Inbound.
  3. In Start Range, set the start and end to the day you want.
  4. Type your business phone number in Caller Destination with a star on each side, for example *7183071999*.
  5. Leave Status blank to see every call.
  6. Click Search.

Use Caller Destination, not Destination

These two fields sound alike but mean different things:

  • Caller Destination is the phone number the customer dialed, such as your main number. Search this one to find calls to your business.
  • Destination is where the phone system sent the call after that, such as extension 202 or ring group 0101. Searching your phone number here finds nothing for incoming calls.
Call Detail Records searched by Caller Destination, showing one call as several rows

Count calls, not rows

One call can show up as several rows. When a call rings more than one phone, there is a row for each phone it tried. In the example above there are 8 rows but only 5 calls:

  • The 3:10 pm call rang extension 202 twice (No Answer) and was then answered by 201. That is 3 rows for 1 call.
  • The 1:50 pm call rang 202 (No Answer) and was answered by 201. That is 2 rows for 1 call.
  • The 12:42 pm, 11:31 am and 9:18 am calls are 1 row each.

Rows with the same caller and the same time are the same call. To count a busy day, click Export, open the file in Excel or Google Sheets, and count each caller and time once. Or use Destination Summary, which does this for you.

Why the number can look higher than expected

  • Internal and outgoing calls: Calls between extensions and calls your team made are not incoming calls. Make sure Direction is set to Inbound.
  • Calls that ring several phones: As shown above, one call can have a row for every phone it rang. Destination Summary counts it once.
  • Repeat callers: One person calling three times counts as three calls. To check, search by their number in the Caller ID field.
  • Wrong date range: Check that To is the end of the day and not the start, or you will only see part of the day.

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