Zonitel Logo
Analytics & Reports

Business Call Analytics & Reporting
— Included in Every Plan

Find missed callers who still need a response, track call recovery, and compare human and bot response times—all inside Office.

ZonitelReportsSample view

Calls → Agent performance

Last 7 days

Beta

12

People missed

8

Recovered

4

Left waiting

Follow-up records
ExtensionLeft waitingRecovered
10125
10223

Recovered means an actual conversation within 24 hours—not simply an attempted callback.

See how it works
office.zonitel.com/admin/reports/dashboard

What can you see in Zonitel reports?

Analytics tools built directly into your portal. No extra software, no additional setup.

Call Summary Reports

Compare activity by extension, phone number and hour, plus Call Center wait and talk times, for the period you choose.

Complete Call History

Filter All Calls by date, contact, business number, extension, direction, duration, missed status or notes, or look up an exact Call ID.

Recordings Available

Play or download recordings from All Calls. Recordings are kept for about three months.

Export Your Data

Export call records (CDR) by date range or up to 2,000 filtered calls, and download Extension and Phone Number summaries as Excel, CSV or PDF.

Live Activity View

Monitor active, inbound, outbound, and missed calls in real time from the Active Panel. Your entire team activity at a glance.

Call Transcripts

Once call transcription is turned on, read a call's transcript instead of listening to it. Transcription uses AI and is billed by usage.

Scheduled Email Reports

Email the Call Report and Fax Journal daily, weekly or monthly to the recipients you choose.

Quality, Reviews & Sentiment

Filter calls by audio quality, rate a call from 1 to 5 stars with a note, and review AI sentiment in Call Analytics (AI usage applies).

Messaging & Activity Reports

Messaging Insight counts SMS and MMS by line, user and direction. Daily and weekly reports cover calls by extension, messages by user and the fax journal.

Reporting features in your Zonitel portal

Everything integrated. Access your reports, history, and recordings from the same portal you use every day.

Four Built-In Report Views

Extension Summary, Calls by Hours, Phone Number Summary, and Call Center — each view shows your data from a different angle.

Flexible Date Filtering

Choose Today, Yesterday, Last 7 days, This month, Last 30 days, Last 6 months, or a custom range.

Exports for Each Report

Export options vary by report: summary tables as Excel, CSV or PDF, call records as CDR downloads, and Archived Calls as CSV.

Details, Recordings & Notes

Each call shows its direction, contact, business number, date and duration. Play an available recording, read the transcript when transcription is on, and add notes.

ZonitelAll Calls
All
Mar 1-22
CallerTypeExt.Dur.Actions
+1 (305) 748-3***↙ IN2014:32
+1 (786) 512-5***↗ OUT2021:15
+1 (954) 220-6***✕ MISS2030:00
+1 (305) 901-4***↙ IN2018:44
+1 (305) 333-7***↗ OUT2042:18

Explore each report view

From extension performance to peak-hour analysis, each report gives you a different lens on your operation.

Zonitel
Mar 1 – Mar 22, 2025
Extension Summary
Ext.AgentInboundOutboundTotal
201Agent A231538
202Agent B182139
203Agent C31839
204Agent D121931
Total8463147

SMS & MMS Delivery Troubleshooting

Find failed or unconfirmed messages, inspect the reported error, and open the original conversation from one report.

Filter Undelivered Messages by date, sending number, user, or status. Keep failures separate from messages without delivery confirmation, and review the conversation before retrying. This report covers SMS and MMS, not social channels.

Applicable SMS, MMS and automated-message usage charges still apply.

Setup guide: SMS & MMS Delivery Troubleshooting

Analytics and reports: common questions

What call analytics does Zonitel provide?

Analytics → Call Summary has four views: Extension Summary, Phone Number Summary, Call Center and Calls by Hours. Call Center shows calls received, answered and missed, calls in the waiting list, and average and longest talk and wait times. All Calls lists individual records you can filter by date, contact, number, extension, direction, duration, missed status, audio quality and sentiment.

Can I export call reports from Zonitel?

Yes, but the options vary by report. Extension Summary and Phone Number Summary tables export to Excel, CSV or PDF. All Calls exports call records (CDR) by date range or up to 2,000 filtered calls, and Archived Calls exports a CSV.

Can reports be emailed automatically?

Only the Call Report and the Fax Journal. In Settings → Notifications Config, choose the recipients and a daily, weekly or monthly schedule. Other reports are viewed and exported in Office.

Can I see which agents are missing the most calls?

Yes. In All Calls, filter by extension and set Missed call to Yes. Calls by Hours shows when missed calls concentrate, and Extension Summary compares call volume and duration by extension.

How far back does Zonitel store call history?

Call recordings are kept for about three months. Older call records can be found in Archived Calls, which is read-only and can be exported as CSV.

Can I track calls by marketing campaign or phone number?

Yes. Assign different Zonitel numbers to different campaigns or channels (Google Ads, billboard, website), then use Phone Number Summary to compare inbound, outbound and missed calls for each number.

Are call transcripts included?

Transcription is optional. Once an admin turns it on, eligible calls are transcribed with AI and that processing is billed by usage. Check Analytics → AI Usage to see consumption.

Also explore

Call RecordingZonitel AIBusiness PhoneActive PanelIntegrations

Ready to see your numbers clearly?

Get clear visibility into missed calls, peak hours, and team performance — all from your Zonitel portal.