DID Traffic Report explained

Once inbound calls are flowing, you want to know how busy each number is and when the rush hits. The DID Traffic Report answers that. A DID (direct inward dialing) is a phone number your carrier points at your system, and this report tells you how each one performed across a day or a range of days.

What the report covers

You pick one DID or several, choose the day or date range, and the report builds two views. The first is a DID Summary. It lists every DID you selected on its own line with its name, its inbound route, and the number of calls it took. This is the fast way to see which numbers are carrying the load and which are quiet.

The second view is the Hold, Call, and Drop breakdown. It totals calls for the DIDs you chose and splits them into 15-minute intervals across the day. For each slot you see how many callers were holding, how many were live calls, and how many dropped.

Reading the three numbers

Hold counts the callers waiting in a queue. Call counts the ones connected to an agent. A dropped call, or Abandoned call, is one that left before reaching anyone. Watching these side by side per 15-minute slot shows you exactly when staffing falls behind demand: a slot with high hold and high drop but low call means people were waiting and giving up.

At the bottom the report draws a bar graph plotting all three criteria over the same intervals. The visual makes peaks obvious at a glance, which helps when you are deciding shift coverage. A high abandonment pattern early in the day is a strong signal to look at your Ingroup staffing rather than the carrier.

How a call lands in each bucket

flowchart TD
  A[Inbound call on DID] --> B[Routed by DID Route]
  B --> C[Caller in queue]
  C --> D{Agent answers}
  D -->|Yes| E[Counts as Call]
  D -->|No and caller waits| F[Counts as Hold]
  D -->|Caller hangs up| G[Counts as Drop]

If you need the detail behind a single number, there is a companion view, the List of Recordings and Calls. It queries one DID over one or more days and shows every inbound call it handled: date, time, status, phone number, campaign, wait time, agents, list ID, lead ID, and the hangup reason. Where recordings are allowed it adds a link to listen or download.

Before any of this is useful you need DIDs pointed at the right places. If your numbers are still going to dead extensions, start with how an inbound group works and then make sure each DID routes into one. For the full picture of how inbound traffic moves through the system, see the inbound call handling guide.

Reports like this only help if the underlying box is healthy and your numbers are wired correctly. If you would rather skip the server setup and have inbound DIDs working in under a minute, take a look at our managed VICIdial hosting.