Novofon call report: lost calls, waiting time and campaigns

Novofon call report for agencies and businesses

Novofon combines a virtual PBX with analytics tools, so a call can carry more than a number and an employee: a campaign, UTM tags, manager tags and a lost-call flag. All of that is visible in the dashboard, but an agency client needs a short weekly or monthly document rather than PBX access. Reportkey reads the calls report through the Novofon Data API and turns it into a section of a recurring report next to ads and the website.

Connecting Novofon: API key and IP allowlist

Two settings are made in the client’s Novofon account. The first is an API key, enabled for a PBX user with admin rights on the API tab of the PBX users section. The second is the allowlist: the Reportkey IP must be added in the API security settings, otherwise Novofon rejects requests even with a correct key. The address is shown in the connection form.

The key is entered once on the Reportkey integrations page and then chosen in projects. If the key is disabled or the address is removed from the allowlist, the connection is flagged for re-authorization while the project keeps its blocks and schedule.

Lost Novofon calls and waiting time

The main block is built on call sessions. A session is one caller’s call end to end, including all forwarding, so transfers between employees do not inflate totals. For each session Novofon returns direction, the lost flag, waiting time, talk time and total duration. The report shows:

• Calls for the period inbound and outbound by day, week or month.
• Lost calls as a count and as a share of inbound.
• Average waiting time before the caller reached an employee.
• Talk duration excluding the wait.

Rising waiting time often comes before rising losses, so the two lines are worth reading together.

Calls per employee

Each session lists the employees involved and marks who answered. The employee table shows answered calls and talk minutes for the period, so a manager sees who carries the inbound flow and whose conversations run unusually short or long.

Calls by campaign, UTM tags and number

With call tracking or analytics enabled in Novofon, calls include the campaign name, UTM source and medium, the website domain and the virtual number. The report then splits calls and losses by campaign and source, ready to sit next to Yandex Direct spend. Without number substitution these fields are empty, and the report groups calls by number instead of inventing channels.

Manager tags in the report

Tags that managers add in Novofon also reach the report. A tag breakdown separates real inquiries from spam, service calls and wrong numbers, an important correction when a hundred inbound calls include thirty repeat service requests.

Data API limits

One request covers up to 90 days, and daily and per-minute limits are set per account, so long history loads in windows. Carrier records count legs while the report counts sessions. Ad data depends on call tracking inside Novofon.

A typical order is Yandex Direct, website goals in Yandex Metrica, then Novofon calls. Agencies with clients on other platforms can also use UIS call tracking, CoMagic calls and the Zadarma PBX. See the context agency demo report, the full list on the calls and CRM page, and terms on the pricing page.