is the process of collecting data on the phone calls made via a telephony system. The data is supplemented with real-world information and made available for reporting. Analysing the reports provides business intelligence on the telephone network's cost, performance, capacity and quality of service (QoS).
- Cost Control – cost of calls, cost of trunk lines, costs by department or individual extension, number of unused extensions, etc. Call logging software can also discover instances of Telephone fraud.
- Performance Management – looks at how long it is taking an organisation to answer phone calls by operator, department or extension and demonstrates whether they meet acceptable target levels for that organisation.
- Capacity Management – judges whether the system is being over or under utilised. It examines trunk usage and call patterns that show where extra capacity is required or where cost savings can be achieved.
- QoS Reporting – modern VoIP PBXs are able to output quality of service data in addition to standard CDRs. An up to date call logging package should be able to include this data along with its other reports to help monitor and improve system performance.