Call Reporting Software for Business
Know how many calls you missed, and when.
Indigo Unified Communications sets up call reporting on 8x8 and 3CX so you can see missed calls, answer times and your busiest hours. 3CX logs every call, emails scheduled reports and can feed call data into Power BI or Grafana, depending on the edition. 8x8 offers a company dashboard, extension and queue reports, and shows which missed calls were never returned, with deeper analytics on its higher licences. We build the reports with you and support them from Glasgow.
What can call reporting tell you?
Most businesses only find out they're missing calls when a customer complains. Call reporting shows it in numbers:
- Missed and abandoned calls: how many callers rang off before anyone answered
- Answer times: how long callers wait, by hour and by day
- Busy periods: when calls peak, so you can plan lunch breaks and rotas around them
- Unreturned calls: missed calls nobody rang back
- Calls by person, team or number: who's handling the load, and which advertised numbers bring calls in
- Out-of-hours demand: how many people ring when you're closed
These figures turn "we're busy" into a decision, such as adding a callback option, changing opening hours or moving a person onto the phones on Monday mornings.
Reporting on 8x8 and 3CX
| 3CX | 8x8 | |
|---|---|---|
| Call history | Full call logging for every extension | Extension reports and company dashboard |
| Scheduled reports | Reports emailed on a schedule, depending on the edition | Scheduled reports |
| Live view | Real-time wallboards and switchboard, with agent login history and call and chat stats | Live call monitoring; real-time wallboards in the contact centre |
| Missed calls | Call logs and queue statistics | Unreturned-call matching |
| Business dashboards | Power BI and Grafana | Supervisor analytics on X4 and above; contact centre analytics on X6 to X8 |
| AI analysis | Call summaries, sentiment scoring and trend reports on the AI Edition | Speech and text analytics, including sentiment and topics, on X8 |
For live screens that show who's waiting right now, see call queues and wallboards →.
What we set up
- A short list of the numbers that matter to you, agreed before we build anything
- Scheduled reports sent to the right managers, daily, weekly or monthly
- Queue and ring group reports for sales, bookings and support lines
- Power BI or Grafana dashboards on 3CX, where your edition supports them
- Wallboards for teams that need a live view, with screens supplied if you need them
- A review of the first month's figures with you, then regular call report reviews as part of your telephony support
We already run IT and service desk reporting for our managed IT clients, so we know the difference between a report people read and one they delete. Managed IT support →
Reporting on your staff: keep it fair
Call reports show individual performance, so they count as monitoring workers under UK GDPR. The ICO's guidance says that, apart from very exceptional cases, you must tell workers about monitoring and identify a lawful basis for it. You must also carry out a data protection impact assessment before any monitoring that is likely to be high risk. Monitoring should be proportionate: just because a report is available doesn't mean it's the best way to meet your aim.
In practice, tell your team what's measured and why, focus on team patterns before individual league tables, and keep reports only as long as you need them. This is general guidance, not legal advice. If you record calls as well, see business call recording →.
Sector angles
- Leisure and entertainment: see how many booking calls you miss on a busy Saturday, and whether a callback option would recover them. Leisure and entertainment →
- Construction: check that calls to the office are answered while managers are on site, and which advertised numbers bring in tender enquiries. Construction →
- Charities: show funders how many helpline calls you answered and when demand peaks. Phone systems for charities →
Frequently asked questions
What is call reporting software?
Call reporting software turns your phone system's call records into reports and dashboards: calls answered and missed, wait times, busy hours and calls per person or team. 8x8 and 3CX both include call reporting, with deeper analytics on higher tiers. Indigo Unified Communications sets up the reports you need and supports them from Glasgow.
How do I see how many calls we miss?
Your phone system records every call, including ones that rang out or where the caller hung up while waiting. A missed call report shows these by hour, day, number or team. 8x8 can match missed calls against callbacks to show which were never returned, and 3CX shows missed and abandoned calls in its call logs and queue statistics.
Can call data go into Power BI?
Yes, on 3CX. 3CX can feed call data into Power BI and Grafana, depending on the 3CX edition, which we confirm in your review. That way your call figures sit alongside your sales or booking data. 8x8 offers its own dashboards and scheduled reports, with supervisor and contact centre analytics on higher licences.
Do I need to tell staff about call reporting?
Yes. The ICO says employers must tell workers about monitoring, apart from very exceptional cases, and must have a lawful basis for it. Reports that rate individual performance may also need a data protection impact assessment. Explain what's measured and why, and keep it proportionate. This is general guidance, not legal advice.
What call statistics should a small business track?
Start with four: missed calls, average wait before answer, busiest hours and unreturned calls. They show whether customers are getting through and when you need more people on the phones. Add figures per person or queue only if you'll act on them. We agree a short list with you before building any reports.
Book a free phone system review
We'll look at your current phone system and what you'd like to measure, then show you which reports your platform can give you. You'll get a written recommendation within 2 working days, and our business phone systems page → explains how pricing works.