---
title: "Reports with the Phone Event Object"
slug: "reports-with-the-phone-event-object"
tags: ["Missed Call Reporting"]
updated: 2025-12-12T18:29:15Z
published: 2025-03-19T13:15:32Z
canonical: "docs.natterbox.com/reports-with-the-phone-event-object"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reports with the Phone Event Object

*Please note: a phone event record does not mean the call was missed. To see if the call was missed, check the related call reporting record to see if* ***From Call Type*** *= Connected.*

#### **Q1. How can I see what availability states a user was in when they received calls?**

- Report type = Phone Events with To Call Reporting record
- Group by field: **To Natterbox User: Name**
- Filter by **Call Direction** = Inbound
- Show me = All call reporting
- Filter on **Created Date** = *THIS MONTH* / *THIS WEEK* etc...
- Add in the columns: **Availability State: Name**, **From Number** (the number of the caller) and **From Dialled Number** (the number that was dialled to get to you)
- Optional:
  - If you are just interested in the number of calls a user receives, you can toggle off *Detail Rows* (at the bottom).
  - Add in a chart/graph to see this data as a bar chart to compare users more easily or see the percentages using a pie chart.

#### **Q2. How can I see agent missed calls grouped by the call reporting record?**

- Report type = Phone Events with To Call Reporting record
- Filter on a time field, e.g. **Conversation Answer Time** = *THIS WEEK, THIS MONTH…*
- Group by **To Call reporting** to see where the call was offered before it was received

#### **Q3. Where can I see who didn’t answer a call because they didn’t have their** Webphone **or blue box open?**

- Report type = Phone Events
- Filter on a time field, e.g. **Time** = *THIS WEEK, THIS MONTH…*
- Filter on **Missed Call Type** = *No Devices*
- Group rows in this order = **Natterbox User this call relates to** then **Time**
- Optional:
  - Add the fields = **Dial Type**, **Call Queue**, **Availability State** and **To Call Reporting record**

#### **Q4. Where can I see agent missed calls (excluding Webphone not open)?**

- Report type = Phone Events
- Filter on a time field, e.g. **Time** = *THIS WEEK, THIS MONTH…*
- Filter on **Missed Call Type** = *Ringing* AND **Dial Type** not equal to *Direct Dial* to see missed calls in a call queue but not including webphones not open.
- Optional:
  - Add in a filter or group on **Call Queue t**o look into the behaviour of specific queues.

#### **Q5. Where can I see which agents missed calls that they should have answered (agent fault)?**

- Report type = Phone Events
- Filter on a time field, e.g. **Time** = *THIS WEEK, THIS MONTH…*
- Add these filters:
  - **Missed Call Type** = *No Devices* (user didn’t have their webphone connected)
  - **Hangup Cause** = *NO_ANSWER, ALLOTTED_TIMEOUT,CALL_REJECTED* (user ignored the call or rejected the call)
- Add Filter Logic: 1 OR 2
- Add the fields: **Natterbox User this call relates to, Time, Missed Call Type, Hangup Cause** and **Call Queue**

Web-based applications that allow you to make phone calls directly in your Internet browser.

Sometimes referred to as the 'blue box' by agents. This window needs to be open to allow an agent to make and receive calls.