Total Call Count User Report
Overview
The 'Total Call Count' report shows the total number of calls each user made or received, filtered by the office and time period selected.
- Select any time period with a maximum of 7 days between them.
Select your 'Call Direction':
All
- Internal (This will only display calls made internally.
- Inbound (This will only display inbound calls. (calls that you answered).
- Outbound (This will only display outbound calls (calls that you made).
- Select the 'office', or simply select 'all offices'.
Group by: You can choose to group by extension number, or by the users' name by using the 
slider.
Detailed Report
Column Name | Description |
|---|---|
UserExtension | The extension number of the User. |
UserName | The name of User as set up in the configuration of myCloudPBX. |
TotalSessionCount | The total number of times the User spoke on calls. |
InboundSessionCount | Total number of times the User spoke on Inbound calls. |
OutboundSessionCount | Total number of times the User spoke on Outbound calls. |
TotalUserTalkTIme | Total time the User spent talking on the phone. |
TotalOverallUserTime | Total time the User’s extension/s rang and/or spoke on the phone. |
AvgUserTalkTime | The Average time the User spoke on each session. |
AvgOverallUserTime | The average Overall time the User’s extension both rang and/or spoke. |
OriginOffice | The Office Name as labelled in myCloudPBX. |
Frequently Asked Questions
Why does the Total Call Count not match the Export Call Records Report?
The Total Call Count report tracks the total number of calls answered by each user, which can include the same call multiple times if it’s transferred between users. For example, an inbound call answered by Reception and then transferred to one or more staff members may be counted multiple times in the Total Call Count—once for each user who handled it.
In contrast, the Export Call Records Report lists unique calls based on their call_guid, counting each call only once, typically as it was initially received (e.g., by Reception for inbound calls). This means:
- The Total Call Count may show a higher number due to transfers or multiple users handling a single call.
- The Export Call Records Report may include calls not captured in the Total Call Count, such as calls that weren’t transferred or logged differently.
For accurate comparisons, ensure you’re filtering both reports for the same call types (e.g., inbound only) and time periods. Note that some calls may appear in one report but not the other due to system logging differences or data export settings.
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