Sipuni call report: missed calls, new clients and staff

Sipuni call report for clients and managers

Sipuni keeps a detailed log: who called, which routing scheme took the call, which employee answered, how long the conversation lasted and what rating the caller left. That works for operators, but an agency client or a business owner needs something else: a short weekly or monthly summary compared with the previous period. It is usually assembled by hand from a downloaded log and a pile of filters. Reportkey builds it on schedule and adds it to a shared report delivered as a link or PDF.

Connecting Sipuni through the statistics API

Access to the log is granted by two values: the Sipuni account number and the integration secret key. The key is enabled in the integrations section of the phone dashboard, after which Sipuni allows call statistics to be exported through signed requests. Reportkey signs the requests; the client only copies the two values.

They are entered once on the Reportkey integrations page and stored as a shared connection. An agency serving several companies on Sipuni keeps one connection per company and picks the right account inside each client project. If the key is reissued in Sipuni, the connection asks for re-authorization and project settings stay intact.

Missed Sipuni calls: how many inquiries were lost

The first question about any phone system is how many people called and never got through. The statistics API filters the log by direction (inbound, outbound, internal) and by state (answered or missed), so the report block covers:

• Total calls split into inbound and outbound by day or week.
• Answered and missed inbound calls as counts and as a missed share.
• Missed-call trend showing the days when the sales team could not keep up.
• Previous-period comparison next to every figure.

The missed share needs no explanation for a client. If ads doubled calls and misses tripled, traffic is not the problem.

First-time callers versus regular customers

Sipuni can limit the export to new clients only, meaning numbers that have never called the company before. For marketing this is the most useful view: regular customers call regardless of ads, while first calls from new numbers are closest to what promotion and the website delivered. The block shows how many first calls arrived and how many went unanswered, the most painful loss because a new person rarely calls back.

Response time and talk time per employee

With employee names included in the export, the report shows team workload: calls answered by each manager, the average number of seconds a caller waited and conversation length. A breakdown by routing scheme reveals where calls get lost, for example on the night scheme or the service line. Columns depend on the export flags; if call ratings are not collected in Sipuni, that column is simply absent.

Where Sipuni sits next to call tracking

A cloud phone system does not swap numbers on the website, so it cannot tie a call to a campaign. To show which channel produced a call, add call tracking such as Calltouch, CoMagic or UIS. Teams on another phone provider can look at the Zadarma PBX report or Mango Office calls.

A typical client report reads top to bottom: Yandex Direct spend and campaigns, then website visits and goals in Yandex Metrica, then the Sipuni block answering whether people got through. See a finished example in the context agency demo report, browse other phone and CRM sources on the calls and CRM reporting page, and check the trial terms on the pricing page.