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Why Businesses Need Better Teams PSTN Call Analytics
Value-added services
June 2, 2025
What Does a Typical Business Needing Call Analytics Look Like?
Think of a recruitment agency managing a high volume of client and candidate conversations, or a property firm fielding enquiries about listings and viewings across multiple offices. These businesses depend on effective voice communication. Missed calls, delayed responses, and inefficient routing can result in lost opportunities, poor service, and damaged reputation.
To operate efficiently, these organisations need clear visibility of what happens to every call. They need to know how many calls came in, who answered them, how quickly, and what paths the calls followed. Without this, they are managing in the dark.
How Microsoft Reporting Falls Short
Microsoft Teams is widely adopted as a telephony solution, but its built-in PSTN Usage Report has limitations because it was designed to track basic external call activity on Direct Routing, Operator Connect, Teams Phone Mobile and Calling Plans. This means it lacks detail about how calls are handled within the business.
The report logs incoming and outgoing external calls. It typically shows one record per call, offering minimal context. Internal transfers between staff, transitions between Auto Attendants and Call Queues, and forwarding actions are either oversimplified or completely missing. For a business trying to analyse how customer calls flow through their teams, this leads to gaps and misleading conclusions.
For example, an inbound call (over a service providers Operator Connect trunk) into the receptionist at a car dealership is passed to the servicing department’s call queue, which is picked up by a servicing staff member and then transferred on to a specialist mechanic, may only appear as a single inbound call in the Microsoft PSTN report. The operational complexity is hidden.
How Akixi Solves the Problem
Akixi approaches call reporting differently. Instead of reducing a call to one line in a report, it builds a complete view of the call journey. Every transfer, routing step, and interaction is captured as a segment. These are logically grouped so businesses can understand what actually happened during each call.
This model allows users to see not just how many calls were received, but how efficiently they were handled. Akixi tracks both internal and external legs, as well as all internal segments, giving a far more accurate reflection of call activity and customer journeys. Businesses can identify delays, inefficiencies, and missed call transfers with precision.
Lets go back to the car dealership example. While Microsoft presents this inbound call as a single datapoint, Akixi reports this as 2 call journeys but 5 call segments, and thus, represents the entire customer journey.
Examples of complex call scenarios and corresponding call count records across various reports
What This Enables for Businesses
With Akixi’s richer reporting, businesses can:
- Identify when and where calls are being missed
- Understand team workload and performance
- Improve customer experience by streamlining call flows
- Ensure better resource planning based on accurate call volumes
- Support staff training and accountability with clear evidence
In short, Akixi gives organisations the insight they need to make better decisions and improve their communication processes. It fills the gap that Microsoft leaves behind, helping teams perform more effectively and deliver better service to their customers.