Telphin.Office call report: outcomes, waiting time and workload

Telphin.Office call report for managers and clients

Telphin.Office is a cloud PBX with extensions, voice menus, queues and several local numbers. All of it leaves a detailed trail: every call has a start time, a moment of connection, an end time, an outcome, an extension and the number that was dialed. That history answers “how is our line doing”, but only if someone exports and counts it regularly. Reportkey does it automatically and adds the result to a report the client receives as a link or PDF.

Connecting Telphin.Office by authorization

There are no API keys to copy. A user signs in to the Telphin account and approves access for the Reportkey app, after which Reportkey knows which PBX client to read. The connection lives on the integrations page and can be chosen in projects. An agency with several Telphin companies connects each one separately. If access is revoked in Telphin, the connection asks for re-authorization and the project keeps its settings.

Telphin call history: answered, unanswered and rejected

Telphin records five outcomes: answered, busy, not answered, rejected and failed. That is more precise than a simple answered or missed split, and the report uses it:

• Calls for the period inbound and outbound by day, week or month.
• Answered where a conversation took place.
• Not answered and busy where the caller gave up or the line was occupied.
• Rejected where the call was declined, useful when reviewing operator behavior.
• Previous-period comparison for each outcome.

Waiting time and talk duration

The API returns the call start and the moment the caller was connected to an employee separately. The gap is time spent waiting in the voice menu, in a queue or listening to ringing. The period average and its trend show whether waiting grows at peak hours. Next to it is talk duration without the wait, which shows whether operators have enough time for each caller.

Operator workload by extension

Every call is tied to an extension, and in Telphin an extension is an employee or a workstation. The extension table lists answered calls, talk duration and the share of calls left unanswered there. For an outsourced contact center this is the core of the monthly client report; for a sales team it shows who takes most of the flow and who rarely picks up.

Calls by dialed number

Companies often run several numbers: one in ads, one on the website, one on signage. Telphin history includes the number each call came in on, so the report splits calls by those numbers. It is not call tracking, since numbers are not swapped per visitor, but for static per-channel numbers it is often enough to compare flows.

What call history leaves out

The Telphin.Office API returns neither the ad source nor the call price. Campaign attribution needs call tracking such as Calltouch or CoMagic, and telephony spend stays in carrier invoices.

The phone block fits after Yandex Direct ads and on-site behavior in Yandex Metrica. For clients on other systems, see Mango Office calls and Zadarma statistics. A multi-channel example is the freelancer demo report; all phone and CRM sources are on the calls and CRM page, and terms are on the pricing page.