Vonage Users Summary + All Call Detail by Rep | Nov 1, 2025 – Mar 27, 2026
Primary measure is Inbound — external calls received by each rep. Missed and Voicemail reflect inbound calls not answered. See footnote for why "Total Answered" was removed.
| Rep | Ext | DID | Total Calls | Inbound | Missed | Voicemail | Outbound | Intra-PBX | Inbound % | Outbound % | Intra-PBX % |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Bill Dorn | 284 | (847) 996-6284 | 2,641 | 1,205 | 359 | 186 | 955 | 481 | 45.6% | 36.2% | 18.2% |
| John Rodriguez | 282 | (847) 996-6282 | 2,228 | 805 | 512 | 222 | 941 | 482 | 36.1% | 42.2% | 21.6% |
| Bill Klaus | 354 | (847) 247-2354 | 2,098 | 842 | 450 | 209 | 574 | 682 | 40.1% | 27.4% | 32.5% |
| Mark Larson | 285 | (847) 996-6285 | 1,858 | 672 | 440 | 153 | 447 | 739 | 36.2% | 24.1% | 39.8% |
| Chris Hamilton | 383 | (847) 557-2383 | 894 | 535 | 398 | 118 | 9 | 350 | 59.8% | 1.0% | 39.1% |
| TOTAL | 9,719 | 4,059 | 2,159 | 888 | 2,926 | 2,734 | 41.8% | 30.1% | 28.1% |
| Rep | Ext | DID | Total Calls | Inbound | Missed | Voicemail | Outbound | Intra-PBX | Inbound % | Outbound % | Intra-PBX % |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Patricia Ruffolo | 359 | (847) 247-2359 | 3,739 | 2,847 | 233 | 486 | 55 | 837 | 76.1% | 1.5% | 22.4% |
| David Shiba | 580 | (262) 358-8580 | 1,848 | 934 | 447 | 37 | 244 | 670 | 50.5% | 13.2% | 36.3% |
| Alex Disch | 290 | (847) 996-6290 | 1,576 | 601 | 439 | 311 | 239 | 736 | 38.1% | 15.2% | 46.7% |
| Matthew Markowski | 358 | (847) 247-2358 | 1,184 | 555 | 304 | 226 | 223 | 406 | 46.9% | 18.8% | 34.3% |
| Heather Hernandez | 846 | (847) 996-6846 | 485 | 177 | 96 | 94 | 27 | 281 | 36.5% | 5.6% | 57.9% |
| Alexis Whelpley | 612 | (847) 557-0612 | 145 | 22 | 31 | 23 | 4 | 119 | 15.2% | 2.8% | 82.1% |
| TOTAL | 8,977 | 5,136 | 1,550 | 1,177 | 792 | 3,049 | 57.2% | 8.8% | 34.0% |
Biz% + AH% + WE% = 100% | Business Hours = Mon–Fri 8:00 AM – 5:00 PM CT | Red bar = below 85%
| Rep | Total Calls | Business Hours | After Hours (Weekday) | Weekend | Biz Hours % | After Hours % | Weekend % |
|---|---|---|---|---|---|---|---|
| Bill Dorn | 2,476 | 2,299 | 165 | 12 | 6.7% | 0.5% | |
| John Rodriguez | 2,036 | 1,925 | 102 | 9 | 5.0% | 0.4% | |
| Bill Klaus | 1,989 | 1,781 | 196 | 12 | 9.9% | 0.6% | |
| Mark Larson | 1,757 | 1,658 | 88 | 11 | 5.0% | 0.6% | |
| Chris Hamilton | 795 | 696 | 75 | 24 | 9.4% | 3.0% | |
| TOTAL | 9,053 | 8,359 | 626 | 68 | 92.3% | 6.9% | 0.8% |
| Rep | Total Calls | Business Hours | After Hours (Weekday) | Weekend | Biz Hours % | After Hours % | Weekend % |
|---|---|---|---|---|---|---|---|
| Patricia Ruffolo | 2,764 | 2,725 | 39 | 0 | 1.4% | 0.0% | |
| David Shiba | 1,812 | 1,440 | 316 | 56 | 17.4% | 3.1% | |
| Alex Disch | 1,391 | 1,342 | 46 | 3 | 3.3% | 0.2% | |
| Matthew Markowski | 1,008 | 939 | 54 | 15 | 5.4% | 1.5% | |
| Heather Hernandez | 419 | 380 | 38 | 1 | 9.1% | 0.2% | |
| Alexis Whelpley | 140 | 139 | 1 | 0 | 0.7% | 0.0% | |
| TOTAL | 7,534 | 6,965 | 494 | 75 | 92.4% | 6.6% | 1.0% |
Multi-Hop Inbound = call rang 2+ extensions before reaching this rep. | Modal Hops = most common hop count on inbound calls. | Avg Duration in minutes. | Purple = ≥80% multi-hop (downstream/overflow receiver).
| Rep | Total Calls | Inbound Total | Single-Hop Inbound | Multi-Hop Inbound | Multi-Hop % of IB | Modal Hops | Avg Call Duration | Avg Inbound Duration |
|---|---|---|---|---|---|---|---|---|
| Bill Dorn | 2,476 | 1,045 | 707 | 338 | 32% | 1 | 2.5m | 2.9m |
| John Rodriguez | 2,036 | 617 | 309 | 308 | 50% | 1 | 1.3m | 2.0m |
| Bill Klaus | 1,989 | 737 | 519 | 218 | 30% | 1 | 2.1m | 3.1m |
| Mark Larson | 1,757 | 582 | 373 | 209 | 36% | 1 | 2.6m | 3.4m |
| Chris Hamilton | 795 | 438 | 282 | 156 | 36% | 1 | 2.3m | 3.0m |
| TOTAL | 9,053 | 3,419 | 2,190 | 1,229 | 36% | — | — | — |
| Rep | Total Calls | Inbound Total | Single-Hop Inbound | Multi-Hop Inbound | Multi-Hop % of IB | Modal Hops | Avg Call Duration | Avg Inbound Duration |
|---|---|---|---|---|---|---|---|---|
| Patricia Ruffolo | 2,764 | 1,877 | 35 | 1,842 | 98% | 5 | 2.5m | 3.2m |
| David Shiba | 1,812 | 905 | 523 | 382 | 42% | 1 | 1.6m | 2.0m |
| Alex Disch | 1,391 | 424 | 201 | 223 | 53% | 1 | 1.8m | 2.1m |
| Matthew Markowski | 1,008 | 382 | 183 | 199 | 52% | 1 | 1.8m | 1.7m |
| Heather Hernandez | 419 | 112 | 12 | 100 | 89% | 2 | 1.7m | 2.1m |
| Alexis Whelpley | 140 | 17 | 3 | 14 | 82% | 3 | 1.7m | 3.5m |
| TOTAL | 7,534 | 3,717 | 957 | 2,760 | 74% | — | — | — |
Why "Inbound" is the primary measure, not "Answered"
The Vonage Users Summary report counts every call leg as answered when a rep picks up — this includes outbound calls they placed, internal intra-PBX segments routed through the queue, and direct inbound calls all rolled into a single "Answered" total. That makes "Answered" an inflated and misleading measure for evaluating external call responsiveness. Inbound counts only calls that originated externally and rang a rep's DID or extension — the cleaner measure of external demand reaching each rep.
Why we can't derive "Inbound Answered" cleanly from Vonage data
A natural next step would be to calculate Inbound Answered = Answered − Outbound − Intra-PBX. This works for most reps but produces impossible negative values for Alex Disch, Heather Hernandez, and Alexis Whelpley — because Vonage's "Answered" count includes queue-segment legs that aren't fully reflected in the Outbound and Intra-PBX columns. The reporting model double-counts call legs for reps who receive heavy queue overflow traffic, making the arithmetic unreliable at the individual rep level.
What Inbound, Missed, and Voicemail tell us
Inbound = total external calls that rang this rep's line (direct DID + queue-routed). Missed = inbound calls where the rep did not answer before the call abandoned or forwarded. Voicemail = inbound calls that reached voicemail. Together, Missed + Voicemail represent the inbound calls a rep did not handle — the gap between inbound demand and actual pickup. Note: because of Vonage's multi-leg counting, Missed + Voicemail can in some cases exceed raw Inbound for reps with heavy overflow routing (see Alex Disch).
Intra-PBX calls
Intra-PBX = internal extension-to-extension calls and queue routing segments. These are not external customer contacts. Reps with high Intra-PBX % (e.g. Alexis Whelpley at 82%, Heather Hernandez at 58%) are primarily handling internal transfers and queue overflow rather than direct external inbound — this is an operational routing pattern, not a performance concern.
Source data
Vonage Admin Portal — Users Summary Report (Nov 1, 2025 – Mar 27, 2026), exported in two date-range chunks and combined. 22 individual rep CSVs used for call-detail analysis in Section 3. Call classification (business hours / after-hours / weekend) derived from call timestamps against Mon–Fri 8:00 AM–5:00 PM CT definition.