Reporting (Direct Routing)


This article provides guidance for NHSmail Phone System Administrators on how to access their organisation’s Direct Routing usage data via the reporting capabilities available in the Phone System Power App. Administrators can review the percentage of successful calls, call duration for both Domestic and International calls, individual call information and reasons for any unsuccessful calls.

This article will outline:

Accessing Direct Routing Reporting Dashboard

Important Note:

All Phone System Administrators will need to have been assigned a free Power BI licence to be able to access the NHSmail Teams Phone System Reporting functionality within the Phone System Power App.

Local Administrators (LA role assigned) will need to go to the NHSmail portal and assign their organisation’s Phone System Administrators a free Power BI licence. 

1. Log in to the Phone System Power App and select ‘View Dashboards’ from the Home screen.



2. You will be directed to the Reporting landing screen which will provide an overview of what data can be viewed on each of the different dashboards.



Important Note:

If your organisation is using Direct Routing, the Calling Plan report will be empty.

3. Select either the ‘Direct Routing’ button or the ‘Direct Routing’ tab at the bottom of the screen to access the Direct Routing dashboard report.



4. The Direct Routing reporting dashboard will be displayed providing an overview of all Direct Routing successful calls, outbound call duration for both Domestic and International calls along with individual call information. The ODS drop-down list allows you to choose which organisation you’d like to view data for.


Important Note: Please be aware of the following NHSmail Teams Phone System configuration permissions for Primary and Local Phone System Administrators.

If you are a Phone System Primary Admin, you have permissions which enable you to do the following:

  • View Phone System reporting data for your own organisation
  • View Phone System reporting data for other organisations within your ODS code mapping
  • Export reporting data for your own organisation
  • Export reporting data for other organisations within your ODS code mapping

If you are a Phone System Local Admin, you have the permissions to complete the following actions:

  • View Phone System reporting data for your own organisation
  • Export reporting data for your own organisation

For more information on the Primary and Local Teams Phone System Administrator Roles, please see this article.

Viewing the Direct Routing Reporting Dashboard Data

1. Once you have selected the ODS code of the organisation you’d like to view data for, you will be able to use the additional filters displayed on the top right of the screen. These can be used to filter the report data by SBC, Organisation (ODS) user (UPN), Month and Year.


2. A pie chart on the left-hand side of the screen shows the percentage of successful calls and unsuccessful calls (out of the total calls) made.



3. A bar chart is also included in this report, providing a comparative view of minutes used in outbound calls by month for both domestic and international calls.



4. Scrolling down on the report will provide a table view of individual calling data, for the organisation/s selected showing information pertaining to each call made.



5. At the end of the report, you will see a pie chart breakdown of the reasons for any unsuccessful calls, which should help you to identify and troubleshoot any persistent calling issues. Hover over different areas of the chart to see further details.


Exporting Direct Routing Reporting Data

Phone System Administrators can export Direct Routing reporting data from the Power App. To do this, please complete the actions below:

1. At the right-hand side of any of the sections of the Direct Routing Reporting Dashboard, there will be 4 small icons. Select the fourth icon (three dots) labelled ‘More options’.

Select ‘Export data’ from the window which appears.


2. A pop-up box will appear asking you to select which data you’d like to export. Select either ‘Data with current layout’ or ‘Summarized data’ and then select ‘Export’.



Important Note: If the export option is not available, you can raise a request via Helpdesk Self-Service for this option to be made available to you.

3. The data will then be exported to your desktop in csv format. If this has completed successfully, a success message will appear on the screen.

Last Reviewed Date 17/04/2023
Updated on 17/04/2023

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