Extension Group Call Statistics
This document provides a detailed introduction to the "Extension Group Call Statistics" feature. This page serves as the core workspace for Extension Group Administrators, enabling them to view aggregated call data for all extensions within their jurisdiction.
⚠️ Permission Description
Super Administrator: Has access to statistical data for all extension groups within the system.
Group Administrator: Can only view data for their specifically authorized extension group (typically displaying only a single row in the list) and cannot switch to or view other groups.
Regular Agent: No access to this page.
The Extension Group Call Statistics module uses the "Extension Group" as its primary dimension for statistical analysis. The system automatically aggregates call records for all extensions within a group to generate multi-dimensional reports and charts.
Core Value: Helps Department Managers and Team Leaders quickly grasp their team's overall call traffic load, service quality metrics (e.g., Answer Rate, Average Handling Time), and agent performance rankings, without the need to manually filter each individual extension.
Data Isolation: All data on this page (including overviews, charts, detailed records, and exports) is strictly restricted to the user's assigned extension group. Cross-group viewing is not permitted.
Feature Entry Log in to the Call Center Console. In the left navigation pane, select Voice > Extension Management > Extension Group Statistics (or Report Center > Extension Group Dimension).
Note: Regular Agents do not have access to this menu. Super Administrators can view all data, while Group Administrators can only view data for their own group.
View Extension Group Call Overview
At the top of the Extension Group Statistics list page, combined filter conditions for the "Extension Group" dimension are provided: Extension Group Selection (Core Field): Super Administrators: The drop-down list displays all extension groups in the system. You can select one or multiple groups, or choose "All" to view the global summary. Time Range: Custom start and end times are supported. Click Query to refresh the data.
Extension Count: The number of extensions within the extension group. Total Calls: The total number of calls made by all extensions within this extension group. Answered Calls: The total number of successfully answered calls by all extensions within the group. Missed Calls: The total number of unanswered calls by all extensions within the group. Answer Rate: (Answered Calls / Total Calls) × 100%. Total Talk Time: The sum of the duration of all successfully answered calls within the group.
View Extension Group Call Details 1.On the Extension Group Statistics list page, click the Details button in the Actions column for the specific extension group you want to view.
2.In the pop-up Extension Group Call Details page, you can view an overview of the call data for each extension within the group.
View Extension Call Details 1.On the Extension Group Call Details page, click the Call Details button in the Actions column for the specific extension you want to view.
2.In the pop-up Call Details dialog box, you can view the call data for each individual call of the extension.
Data Export On the Extension Group Statistics list page, set the query range and click the Export button to automatically trigger a download in your browser.
Export Scope: Exports all detailed records under the current filter criteria (subject to extension group permission restrictions). Permission Control: Group Administrators: The exported file contains only data for their own group. Sensitive fields (e.g., phone numbers) are automatically masked based on permission policies. Super Administrators: Can export all data and optionally categorize it by pivoting on the "Extension Group" column. Format: CSV format is supported. Cross-Group Invisibility: In the detailed list, it is not possible to search for extension numbers or peer numbers (if protected by privacy policies) that do not belong to the current group.