Review incoming phone-number performance

Phone Number Performance helps you review usage associated with your incoming IllyVoIP numbers. Use it to compare monthly activity, identify numbers that receive calls and investigate changes over time. It is a usage report; it does not replace the Phone Numbers page for activation, routing or renewal.

Open the report

1. Sign in with permission to view account reports.
2. Open Phone Number Performance under Analytics → Performance.
3. Choose Monthly to review the breakdown by month, or All time for the available combined history.
4. Check the selected period before comparing the summary and the table.

The period control changes the grouping. Do not assume this report offers the same custom date-range filter as Agent Performance. Use Call Reports when you need to investigate a narrower interval or one conversation.

Understand the number rows

Read the number and period first, then its call count, total duration, average talk time and cost. In Monthly, the same number can appear for different months. In All time, use the combined row for that number rather than comparing it directly with a single month.

A Former number label preserves the context of historical traffic. It does not confirm that you still own the number or can receive new calls on it. Check the current Phone Numbers page before changing a route or giving a number to a customer.

Duration is displayed as elapsed time. A value such as 01:15:00 means one hour and fifteen minutes, not 1.15 hours. Average talk time summarizes the calls counted by this report; it does not measure the quality of an individual conversation.

Compare two periods fairly

1. Use Monthly and locate the same incoming number in each period.
2. Check whether each month is complete. A month still in progress is not directly comparable with a full month.
3. Compare call count and total duration together. Fewer, longer calls can produce less activity by count but more talk time.
4. Review usage cost separately. Changes in destinations, rates or routing may need individual call investigation.

For example, 40 calls in a full month and 20 calls halfway through the next month do not by themselves show that traffic has fallen. Check comparable intervals in call history before making that decision.

Keep usage and number ownership charges separate

The report’s cost column is not an invoice for every cost of owning that number. Number setup, monthly rental, usage and any forwarding leg have different meanings. Review the number’s current pricing and the billing ledger to understand the full account charges. Do not add values from overlapping reports as though each represents a separate bill.

Investigate an empty or unexpected report

First distinguish a page error from an empty result. A number can exist without traffic in the selected view. A former number can have historical traffic even though it no longer appears as an active incoming number.

1. Confirm the number, selected period and account.
2. Open Call Reports and locate a known incoming call by number and time.
3. Check the number’s current state and destination if the issue is that new calls do not arrive.
4. If the report still disagrees, send Support the number reference, period, timezone and a representative public call reference.

Do not cancel or reorder a number to refresh a report. A reporting discrepancy and an incoming-routing problem need different checks.

Related guides

• Manage incoming numbers
• Read call history
• Billing ledger and invoices

Reviewed 10 October 2026 against the current IllyVoIP Portal and implementation. Available controls depend on account permissions and service state.