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The Inbound Activity report graphs incoming calls by outcome (answered, no answer, busy, failed), with a heatmap of daily inbound call volume.
What you can see in this report depends on your user role.

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Accessing Inbound Activity

  1. Go to the Admin Portal and sign in.
  2. Click Reports to expand it, then select Call Summary > Inbound Activity.

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Viewing Inbound Call Activity

Select Last 10 Days or Last 30 Days to see a bar graph of inbound calls by status:
  • Answered (IN) (Blue): Calls answered.
  • No Answer (IN) (Green): Calls not answered.
  • Busy (IN) (Red): Calls that got a busy signal.
  • Failed (IN) (Purple): Calls that failed to connect.
Hover over a bar to see that day’s numbers.

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Filters

  1. In the filter settings, pick a start and end date, or pick a preset: Last week, Last month, Last 3 months, Last 6 months, or Last year.
  2. Choose a distribution: Daily, Monthly, or Hourly.
  3. Optionally, filter by:
    • Branch
    • Call Outcome: The outcome set on the call.
    • Phone Number (Inbound Only): Specific inbound phone numbers.
    • User (Answered Only): The users who answered the calls.
  4. Under Inbound Activity Dispositions, choose which outcomes to show: Answered, No Answer, Busy, or Failed.
  5. Set the Presented filter. A call is presented when it tried to reach a user. Choose Presented, Not Presented, or All.
  6. Optionally, pick a secondary metric to show alongside the main data:
    • Call Quality
    • Internal Calls
    • Outbound Calls: Then filter by Answered, No Answer, Busy, or Failed.
    • Talk Time: Then filter by Inbound, Outbound, or Total.
    • Total Calls: Then filter by Answered, No Answer, Busy, or Failed.
  7. Click Update to apply your filters. To clear them, click Reset.
Hover over a bar to see its numbers for the filters you selected. To download the data shown as a CSV file, click Export.

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Inbound Heatmap

The Inbound Heatmap shows inbound call volume over time. Each square is a day, colored by the number of calls. Click Last 6 Months or Last 1 Year to set the date range. The colors mean:
  • Yellow: 1 - 11 calls
  • Light Orange: 11 - 21 calls
  • Orange: 21 - 31 calls
  • Dark Orange: 31 - 41 calls
  • Red: 41 - 51 calls
Click a color label at the top to hide those days. For example, clicking Yellow hides days with 1 - 11 calls. Hover over a square to see that day’s Answered (IN), No Answer (IN), Busy (IN), and Failed (IN) counts.