Understand the Call Tracking Report

Every ring is a customer deciding whether to wait. This report tells you how many calls came in, how many your team reached, how many slipped through, and how long the conversations ran.

Run the report

Go to Reports > Call Tracking Report. Pick a date range, choose a Group By, and click Run Report.

What the numbers mean

Four summary cards top the report:

Card	What it counts
Total Calls	Every call on your lines in the range, with growth versus the previous period
Missed Calls	Inbound calls that never reached a person, with the share of inbound calls they represent
Avg Call Duration	Average talk time over completed calls, shown as minutes and seconds
Inbound / Outbound	How many calls came in versus how many your team placed

A missed call is an inbound call that ended as no answer, busy, failed, canceled or declined. A call the AI receptionist answered counts as answered, not missed. Calls that never connected have no duration and show n/a rather than zero.

The three tabs

Overview: Calls Over Time (inbound, outbound and missed side by side), Inbound Calls by Outcome, and Top Lines by Calls.
Details: the Call Details table with Date, Direction, From, To, Caller, Line, Status, Duration and AI Handled per call.
Breakdown: the Line Breakdown per phone line, the Inbound Outcome Breakdown (Answered, AI Handled, Missed) and the Status Breakdown.

Acting on it

A missed rate that climbs on one line usually means that line's ring group is too small or its hours are wrong. Set up a call flow to route overflow, or let the AI receptionist take the calls nobody can reach.

Who can see it

This report is available on ZenGrow and higher plans. Users need the financial reports permission, which covers the whole Reports area. See roles and permissions.

Frequently Asked Questions

An inbound call that never reached a person, meaning it ended as no answer, busy, failed, canceled or declined. Outbound calls nobody picked up are not missed calls; they are your team's attempts. A call the AI receptionist answered is an answered call, shown separately as AI Handled.

The average is over completed calls that had talk time. If nothing connected in the range, there is no talk time to average, and the report says so instead of showing zero.

No. Call History under Phone is the log, one row per call with recordings and notes. This report is the totals over a period, with a Details tab that lists the 100 most recent calls in the range.