--- notionId: "1bcf0d27c79880628456d547ccbc5dca" product: "business-phone" cluster: "advanced" intent: "business-phone.call-insights" docSlug: "call-insights" task: "Read call insights in Business Phone" title: "Read call insights in Business Phone | VirtualPBX" meta_description: "Once Insights has been enabled for your account, log in with your credentials at reports.virtualpbx.com. You will be able to choose which item to work through" answer: "Once Insights has been enabled for your account, log in with your credentials at reports.virtualpbx.com. You will be able to choose which item to work through on the left-hand side." audience: "admin" updated: "2025-03-20" legacy: ["insights"] headings: [{"depth":2,"text":"Dashboards","id":"dashboards"},{"depth":3,"text":"All Calls - Single Stat Tile","id":"all-calls---single-stat-tile"},{"depth":3,"text":"Incoming Calls","id":"incoming-calls"},{"depth":3,"text":"Outgoing Calls","id":"outgoing-calls"},{"depth":3,"text":"Multi-Stat List for Tracking Calls","id":"multi-stat-list-for-tracking-calls"},{"depth":3,"text":"Incoming, Outgoing, and Abandoned Call Percentages","id":"incoming-outgoing-and-abandoned-call-percentages"},{"depth":3,"text":"Manual Text Tile","id":"manual-text-tile"},{"depth":3,"text":"Unreturned Lost Calls","id":"unreturned-lost-calls"},{"depth":3,"text":"Average Ring Time In","id":"average-ring-time-in"},{"depth":3,"text":"Longest Ring Time","id":"longest-ring-time"},{"depth":3,"text":"Average Talk Time","id":"average-talk-time"},{"depth":3,"text":"Unreturned Call Grid","id":"unreturned-call-grid"},{"depth":3,"text":"Outgoing and Incoming Answered","id":"outgoing-and-incoming-answered"},{"depth":3,"text":"Editing Tiles","id":"editing-tiles"},{"depth":3,"text":"Editing the Appearance of your Dashboard","id":"editing-the-appearance-of-your-dashboard"},{"depth":2,"text":"Wallboards","id":"wallboards"},{"depth":3,"text":"All Calls","id":"all-calls"},{"depth":3,"text":"Incoming Calls","id":"incoming-calls-1"},{"depth":3,"text":"Outgoing Calls","id":"outgoing-calls-1"},{"depth":3,"text":"Abandoned Calls","id":"abandoned-calls"},{"depth":3,"text":"Incoming Answered Percentage","id":"incoming-answered-percentage"},{"depth":3,"text":"Trunk-to-Trunk Calls","id":"trunk-to-trunk-calls"},{"depth":3,"text":"Internal Calls","id":"internal-calls"},{"depth":3,"text":"Abandoned Calls Percentage","id":"abandoned-calls-percentage"},{"depth":3,"text":"Average Ring Time In","id":"average-ring-time-in-1"},{"depth":3,"text":"Longest Ring Time In","id":"longest-ring-time-in"},{"depth":3,"text":"Average Talk Time","id":"average-talk-time-1"},{"depth":3,"text":"Unreturned Abandoned Calls","id":"unreturned-abandoned-calls"},{"depth":3,"text":"Editing Tiles","id":"editing-tiles-1"},{"depth":3,"text":"Editing Wallboard Appearance","id":"editing-wallboard-appearance"},{"depth":2,"text":"Reports","id":"reports"},{"depth":3,"text":"Call List (Lost Calls)","id":"call-list-lost-calls"},{"depth":3,"text":"Call List (Non-Segmented)","id":"call-list-non-segmented"},{"depth":3,"text":"Calls by Area Code","id":"calls-by-area-code"},{"depth":3,"text":"Calls by Country","id":"calls-by-country"},{"depth":3,"text":"Calls by Location","id":"calls-by-location"},{"depth":3,"text":"Calls by Number","id":"calls-by-number"},{"depth":3,"text":"Calls by Number Type","id":"calls-by-number-type"},{"depth":3,"text":"Top Dialed Numbers","id":"top-dialed-numbers"},{"depth":3,"text":"Top Received Numbers","id":"top-received-numbers"},{"depth":3,"text":"Creating a New Report","id":"creating-a-new-report"},{"depth":3,"text":"All Report Options","id":"all-report-options"},{"depth":3,"text":"Call Costs","id":"call-costs"},{"depth":3,"text":"Call Lists","id":"call-lists"},{"depth":3,"text":"Caller ID & DID Reports","id":"caller-id--did-reports"},{"depth":3,"text":"Teams Reports","id":"teams-reports"}] lint: ["meta-answer","answer-first"] --- ## Dashboards Default Dashboard Layout Dashboards ### All Calls - Single Stat Tile All Calls - Single Stat Tile This tile tracks all of your incoming and outgoing calls. ### Incoming Calls Incoming Calls This tile allows you to track all inbound calls made to any of the numbers on your account. ### Outgoing Calls Outgoing Calls Track all calls made from your account with this single stat tile. ### Multi-Stat List for Tracking Calls Multi-Stat List for Tracking Calls This tile allows you to track multiple statistics at once. While your default template will include the attached fields, you and add others by editing the data Multi-Stat List for Tracking Calls ### Incoming, Outgoing, and Abandoned Call Percentages Incoming, Outgoing, and Abandoned Call Percentages All three tiles are single stat, and allow you to view as a percentage what is happening to your calls ### Manual Text Tile Manual Text Tile Utilize this tile to add a specific static greeting to your dashboard. Edit the chosen field to change the text to your business name, greeting, sales goal, etc. Manual Text Tile ### Unreturned Lost Calls Unreturned Lost Calls Track if agents have not returned any missed calls with this single stat tile ### Average Ring Time In Average Ring Time In Track how long on average customers spent in ring time before their call was answered ### Longest Ring Time Longest Ring Time Track the longest time a customer spent ringing before their call was answered ### Average Talk Time Average Talk Time Track the average amount of time calls during the day took, including inbound and outbound ### Unreturned Call Grid Unreturned Call Grid Use a grid tile to track if any calls have gone unreturned for the business day ### Outgoing and Incoming Answered Outgoing and Incoming Answered Utilize a circular gauge to track the amount of outgoing and incoming calls based off of your set goal. Use ‘Max Value’ under Appearance to update the number you would like the circular gauge to track off of Outgoing and Incoming Answered ### Editing Tiles For all tiles, you can edit the appearance, add a different label, and set alarms Editing Tiles Change the background color, text color, and label on the Appearance tab Editing Tiles Create an alarm for your stat tile on the ‘Alarms’ tab. This will allow you to choose from multiple notifications/actions when your stat is more than, less than, or equals the number of your choosing. ### Editing the Appearance of your Dashboard Click on the cog next to your dashboard dropdown to edit the color scheme for your dashboard. Editing the Appearance of your Dashboard Editing the Appearance of your Dashboard Click on the lock in the top right of your screen to unlock the tiles to move and resize them freely Editing the Appearance of your Dashboard Editing the Appearance of your Dashboard ## Wallboards Please note- depending on your plan, wallboards may be an extra monthly charge. If you would like to check, call our Account Management team at 888.825.0800 option 4, or experience@virtualpbx.com Wallboards All tiles in your default wallboard are known as ‘Single Stat’. While Gauges are incorporated, all tiles will only show one piece of information. ### All Calls All Calls Track the total of all incoming and outgoing calls with a single stat tile. ### Incoming Calls Incoming Calls Track the total incoming calls to your account’s numbers ### Outgoing Calls Outgoing Calls Track the total number of calls your agents/users made throughout the business day ### Abandoned Calls Abandoned Calls Track any calls where the caller ended the call while ringing to your agents, or while on hold. ### Incoming Answered Percentage Incoming Answered Percentage Out of 100%, track how many calls were answered by users/agents with a circular gauge ### Trunk-to-Trunk Calls Trunk-to-Trunk Calls Track all calls that require connecting two external lines through the system. ### Internal Calls Internal Calls Track how many calls your agents/users made to each other throughout your business day ### Abandoned Calls Percentage Abandoned Calls Percentage Track calls where the caller ended the call while ringing to your agents, or while on hold in percentage form ### Average Ring Time In Average Ring Time In Track the average of the time customers spend ringing before an agent/user answers ### Longest Ring Time In Longest Ring Time In Track the longest time a customer spent ringing to a user/agent before the call is answered ### Average Talk Time Average Talk Time Track the average time inbound and outbound calls have taken over the business day ### Unreturned Abandoned Calls Unreturned Abandoned Calls Track instances where customers have not been called back after users/agents missed their initial call ### Editing Tiles For all tiles, you can edit the appearance, add a different label, and set alarms Editing Tiles Change the background color, text color, and label on the Appearance tab Editing Tiles Create an alarm for your stat tile on the ‘Alarms’ tab. This will allow you to choose from multiple notifications/actions when your stat is more than, less than, or equals the number of your choosing. ### Editing Wallboard Appearance Click on the cog next to your dashboard dropdown to edit the color scheme for your dashboard. Editing Wallboard Appearance Editing Wallboard Appearance Click on the lock in the top right of your screen to unlock the tiles to move and resize them freely Editing Wallboard Appearance ## Reports Reports are created to get specific analytics on your calls. Reports Default reports are listed below. ### Call List (Lost Calls) Calls that have been abandoned or dropped ### Call List (Non-Segmented) Only the total data for an entire call is displayed ### Calls by Area Code Summary of the number of calls by area code ### Calls by Country A summary of the number of calls by country ### Calls by Location Summary of the number of calls by location ### Calls by Number Call information grouped by the telephone number ### Calls by Number Type Summary of the number of external calls by the type (local, national or international) of the call ### Top Dialed Numbers Summary of calls based off of numbers dialed to ### Top Received Numbers Summary of calls baed off of calls based off of the caller’s number ### Creating a New Report Creating a New Report Click ‘Create Report’ on the top of the page in the right corner. Creating a New Report From here, you can decide which type of report you can run. Your options through insights are below. ### All Report Options ### Call Costs ### Call Lists ### Caller ID & DID Reports ### Teams Reports After choosing your report, click ‘save and run’ to view the data.