Panel → Reports lists calls from Asterisk’s CDR, grouped by linkedid so that every
leg of one call — IVR, queue, ring group, transfer — is a single row with a step-by-step journey.
Each call is analysed from its legs:
| Column | Meaning |
|---|---|
| Caller | number and name, and the inbound trunk the call came in on |
| Dialled | the number dialled and the route it hit (DID, queue title) |
| Outbound trunk | the trunk the call left on and the number actually sent to it |
| Answered by | the AiPBX extension that answered and its device (desk phone, browser, app) |
| Direction | inbound, outbound, internal or trunk to trunk; transferred calls are marked |
The journey shows the path, e.g. VOIP → 3001 → NEC: 8807 for a call that came in on the VOIP trunk,
was answered by 3001 and transferred out over the NEC trunk. Trunks are recognised from channel
names, so calls over renamed or deleted trunks still show them.
Direction and trunk are filters as well; the summary above the table counts calls per direction. Recordings play and download from the row (see Call recordings for who may hear what).
Call Center → Queue Report Centre reports from Asterisk’s queue log. Admins, read-only admins and call-centre managers have it by default; agents do not, because it compares agents with each other.
| Tab | What it shows |
|---|---|
| Overview | offered, answered and lost calls, service level, average wait (ASA) and talk time (AHT), longest wait; calls per hour and per day; wait-time distribution |
| Queues | the same figures per queue, side by side |
| Agent Performance | answered calls and share, total / average / longest talk, time to answer, missed rings and pickup rate, calls the agent ended, pauses, call notes |
| Lost Calls | every lost call with call-back tracking: resolved when the number was later called from an extension, or called again and was answered |
| Repeat Callers | numbers that called more than once, linked to the call report |
| Call Outcomes | the outcomes agents recorded, per agent |
Service level is the share of calls answered within the target you set on the page (20 seconds is a common target). Callers who hang up within a few seconds are counted separately as short abandons and excluded from the service level, so wrong numbers do not distort it. Not Called Back — lost calls nobody has returned yet — is a headline figure and a filter.
The queue log page plays and downloads a call’s recording with the same access rules as the call report.
Call reports, the Queue Report Centre, the queue log and pause reports have PDF and Excel buttons. Both export the report as currently filtered, with all rows (not just the visible page):
Every export from the portal is written to the audit log.