Understanding the reports

A tour of every built-in report — CDR, agents, queues, cost, hold time, IVR funnels — and what each one is good for.

Hey-quad ships with a focused set of built-in reports. Each is designed to answer one specific question — pick the right one for what you're trying to learn.

CDR (call detail records)

The raw log of every call. Each row is a single call: from, to, direction, duration, billed seconds, hangup cause, and links to the recording (if recorded) and the flow run.

Use it for:

• Investigating a specific call ("what happened on this call?")
• Compliance / audit trails ("show me every call between these two parties")
• Reconciling against your phone bill

The CDR export is a CSV that's safe to drop into Excel, Google Sheets, or your data warehouse. Filter by date range and direction.

Agents

Per-extension productivity. For each agent: number of calls handled, total talk time, average call length, missed calls, and the percentage of calls answered within the first ring window.

Use it for:

• Coaching ("who's handling fewer calls than expected?")
• Capacity planning ("are we staffed for the volume?")
• 1:1 prep ("here's how Jane's week looked")

Each agent has a per-extension drill-down that shows their individual call list.

Queues

Per-queue health. Calls offered, answered, abandoned, average wait, longest wait, service level (% answered within target), and per-agent contribution.

Use it for:

• Detecting under-staffing ("abandonment rate climbed past our target")
• Validating queue strategy ("does round-robin actually distribute fairly?")
• Reviewing peak hours ("what's our worst hour, and why?")

Cost

A finance-shaped view of usage. Group by call type, day, phone number, extension, or call. Shows minutes consumed and the dollar cost.

Use it for:

• Catching unexpected spikes ("why did Tuesday cost 3× normal?")
• Per-customer billback if you're a reseller
• Forecasting next month's bill

Hold time

Distribution of how long callers wait on hold across the platform. Histogram view — most calls under N seconds, long-tail at the right.

Use it for:

• Setting realistic SLA targets
• Spotting flows where hold music is playing too long

IVR funnels

For flows with gatherDigits menus, the funnel of which paths callers actually took. "85% pressed 1, 10% pressed 2, 5% timed out."

Use it for:

• Pruning unused menu options
• Re-ordering menu prompts ("most callers want option 2 — read it first")
• Detecting confusing prompts (high timeout rate)

Active calls + dashboards

The Active calls view is real-time, not a report — it shows what's happening right now. Dashboards are customizable widget views you build for a specific role (Operations, Finance, Account Manager).

Common gotchas

• Reports refresh on a schedule, not in real time. Most reports lag the live data by a few minutes. The Active calls view is the only true real-time surface.
• Cost is computed from carrier rates. The cost report uses Telnyx's rate sheet at the time of the call. If you bought your way into a discounted rate, the report shows your actual cost — not list price.
• Per-call drill-downs link back to the flow run. From a CDR row, click the call ID to see the flow trace (every node entered, every event, every var set). Don't reproduce that data in another tool — the link is canonical.