What Advanced Reporting is
ZentryVoice Advanced Reporting is the answer to the 5:00 PM question (“how did the day go?”) without exporting a CSV and counting missed calls by hand. Dashboards per line and per location show answered, missed and recovered calls, the answer rate over 12 weeks, queue wait times and agent states, and they refresh live from the call stream rather than from a nightly batch. Reporting is included in every seat.
Three kinds of data feed it. Call events from Telnyx (initiated, answered, hung up) arrive as webhooks within seconds and drive the live counters. Carrier detail records (CDRs) are backfilled hourly and provide answer-seizure ratio (ASR, the share of attempted calls that connected), average call duration (ACD) and post-dial delay. Quality metrics for each call (MOS, jitter, packet loss, round-trip time) explain why a call sounded bad, not just that it did.
MOS, the mean opinion score, is the 1–5 quality scale defined by ITU-T P.800 and P.800.1 (5 excellent, 4 good, 3 fair, 2 poor, 1 bad). ZentryVoice shows the estimated MOS per call and per practice, flags anything under 4.0, and shows jitter at the 95th percentile so one bad Wi-Fi hop does not hide in an average.
How it works
From a ringing phone to a number on the dashboard.
- 1Events stream inTelnyx sends call.initiated, call.answered and call.hangup webhooks; each is signature-verified and deduplicated before it touches your data.
- 2Live counters updateAnswered, missed, in-queue and on-call counts update on the practice dashboard over a live connection, per line and location.
- 3Outcomes are taggedAI intent and the callback queue tag calls Booked, Recovered, Urgent or Done, so “missed” becomes “missed and recovered” when the patient books.
- 4CDRs and quality backfill hourlyCarrier detail records add ASR, ACD and post-dial delay; per-call quality rows add MOS, jitter, loss and RTT.
- 5ExportAny view exports to CSV with a date range; the audit log exports as signed CSV or JSON so an auditor can verify it was not altered.
- 6Audit everythingEvery configuration change, support session and export is written to the immutable per-practice audit log with when, who, action and target.
Metrics explained
These are the measures on the dashboard and what a healthy value looks like for a practice.
- Answer rate: answered divided by inbound calls during business hours; the dashboard shows the 12-week trend.
- Recovered: missed calls that were followed by a text-back or callback and ended in a booking.
- ASR (answer-seizure ratio): the share of outbound call attempts that connected; a sudden drop usually means a carrier or number-reputation issue.
- ACD (average call duration): the average length of connected calls, useful for staffing a queue.
- MOS (mean opinion score): the 1–5 listening-quality scale from ITU-T P.800; 4.0 and above is the target, under 4.0 is flagged.
- Jitter p95: variation in packet arrival time at the 95th percentile, in milliseconds; high jitter sounds like choppy audio.
- Packet loss and RTT: lost packets and round-trip time between the phone and the PBX; both point at the office network when they rise.
What makes it different from a carrier portal CSV
The usual alternative is a monthly export from the carrier portal and a spreadsheet.
| Capability | Regular phone system | ZentryVoice Advanced Reporting |
|---|---|---|
| Timing | Monthly CSV from the carrier portal | Live dashboards that refresh as calls happen |
| Granularity | Per account | Per line, per location, per agent |
| Missed calls | A count | Missed, recovered and the outcome tag |
| Quality | None, or a support ticket | MOS, jitter p95, packet loss and RTT per call |
| Audit trail | None, or a vendor log you cannot export | Immutable per-practice log, exportable as signed CSV or JSON |
| Export | CSV | CSV for reports; signed CSV or JSON for the audit log |
Compliance notes
Audit controls are a required standard of the HIPAA Security Rule: 45 CFR 164.312(b) asks covered entities and business associates to implement mechanisms that record and examine activity in systems containing electronic PHI. ZentryVoice’s per-practice audit log is that mechanism. It is append-only, records every configuration change, support session, export and supervisor action with when, who, action and target, and exports as signed CSV or JSON so the file itself can be verified.
Reporting data is designed to carry as little PHI as possible. Dashboards show counts, durations and quality metrics; call outcomes are tagged (Booked, Recovered) rather than described; AI summaries are redacted before any log entry is written. Exports that could include PHI are marked as such and the export itself is logged. For practices subject to additional retention rules (for example law firms’ confidentiality duties or financial firms’ books-and-records obligations), the audit log and call records can be retained under the policy you set.
Audit-log exports are signed. Keep the signature with the file; an auditor can verify the export was not altered after it left ZentryVoice.
Pricing and plan facts
Live dashboards, call and quality metrics, CSV export and the audit log are included in every $20 per user per month seat and in every plan. There is no reporting tier. Month-to-month, 30-day trial, cancel anytime.
Frequently asked questions
What is a good answer rate for a medical or dental office?
Industry studies estimate that roughly 28–38% of calls to practices go unanswered during business hours, so an answer rate above 90% is strong. ZentryVoice shows your rate per line over 12 weeks and the share of missed calls that were recovered.
What is MOS in VoIP?
MOS, the mean opinion score, is a 1–5 scale of perceived call quality defined by ITU-T P.800: 5 excellent, 4 good, 3 fair, 2 poor, 1 bad. VoIP systems estimate it per call from packet loss, jitter and delay; 4.0 and above is the usual target.
What is ASR and ACD in telephony?
ASR (answer-seizure ratio) is the percentage of call attempts that were answered; ACD (average call duration) is the average length of connected calls. Both come from carrier detail records and appear on the ZentryVoice dashboard.
Can I see missed calls per location in real time?
Yes. ZentryVoice dashboards show answered, missed and recovered calls per line and per location, refreshing live as calls happen.
Does HIPAA require an audit log for a phone system?
The Security Rule’s audit-controls standard (45 CFR 164.312(b)) requires mechanisms that record and examine activity in systems containing ePHI. A phone system that stores recordings, transcripts, texts or faxes is such a system, and ZentryVoice provides an immutable per-practice audit log.
Can I export call reports to CSV?
Yes. Any dashboard view exports to CSV with a date range. The audit log exports as signed CSV or JSON so its integrity can be verified.
Why does my VoIP call sound choppy?
Usually high jitter or packet loss on the office network or Wi-Fi. ZentryVoice shows jitter at the 95th percentile, packet loss and round-trip time per call so you can tell a network problem from a carrier problem.
Sources
- 45 CFR 164.312 — Technical safeguards (HIPAA Security Rule)· eCFR (Office of the Federal Register)
- ITU-T P.800 — Methods for subjective determination of transmission quality· ITU-T(1996)
- ITU-T P.800.1 — Mean opinion score (MOS) terminology· ITU-T(2016)
- Minimum Necessary Requirement (45 CFR 164.502(b), 164.514(d))· HHS Office for Civil Rights