What is the difference between an abandoned call and a declined call?

Expert Statistics makes a distinction between an abandoned call and a declined call: abandonment is initiated by the caller, whereas a declined call is rejected by a PBX resource.

For example, an agent who lets the phone ring until the timeout expires will generate a declined call; the same applies if the agent explicitly refuses the call via the softphone. A queue will also decline a call, forwarding it to an overflow queue or a configured fallback destination, if no agent is available.

A call is answered by an agent, then transferred to a second agent: is this counted as an internal call or an incoming call?

Call categorization (outgoing, incoming, or internal) is based on the first segment: it is therefore counted as an incoming call.

An internal call is initiated by a PBX resource to another PBX resource.

Note that there is a special case of incoming call: the transfer. A transfer is an incoming call that is ultimately redirected to a resource external to the PBX.

Why do I have more "solicitations" than calls in queue statistics?

Expert Statistics distinguishes between calls and solicitations.

Consider a queue configured to distribute a call to an agent for 20 seconds: if there is no response after this delay, the call is distributed again, to another agent or the same one. There will always be one call, but two solicitations.

Solicitations therefore reflect the total number of ringing events, while calls reflect the actual number of unique callers.

How are outgoing calls tracked?

Outgoing calls are tracked per extension and per time period. Expert Statistics records the initiating extension, the destination number, the duration, and whether the call was answered.

This allows managers to measure outbound activity per agent or per team, and to analyze calling patterns over time.

Can I filter call accounting data by date, extension, or queue?

Yes. The dashboard provides flexible filters: date range, specific extensions, queues, ring groups, and incoming numbers. You can combine these filters and save the resulting view as a group for quick future access.