Call Analytics | Waveline

Know when you need more hands.

See which hours bring the most calls, so you can plan coverage around the times customers need you.

Find the pattern behind the totals.

Look at your business numbers, your team, or your call outcomes to understand what needs a closer look.

Inbound calls by number

Volume by the number dialed, with new callers attributed to the first number they ever called.

Inbound calls by number. Fictional example, June 22–September 22, 2026.
Business number	Phone number	Inbound calls
Customer Support	(123) 555-0144	22
Shared Inbox Example	(123) 555-0143	12
John Smith	(123) 555-0141	9
John Doe	(123) 555-0142	7
Jane Doe	(123) 555-0145	4

See which numbers customers call.

Compare incoming calls across numbers used for different locations, services, or marketing channels.

Calls by agent

Per-agent call activity split into direct answers, transfers answered, and outbound calls.

Calls by agent. Fictional example, June 22–September 22, 2026.
Teammate	Direct answers	Transfers answered	Outbound
John Doe	20	6	10
Jane Doe	9	0	0
Nina Park	14	4	8
Joel Reed	11	3	5

See how calls are shared.

Review who answers directly, who picks up transfers, and who makes outgoing calls.

Outcomes over time

Daily call counts by disposition.

Outcomes over time. Fictional example, September 9–22, 2026.
Date	answered	missed	abandoned	voicemail	transferred
2026-09-09	14	3	1	2	2
2026-09-10	17	4	2	3	3
2026-09-11	19	5	1	3	4
2026-09-12	0	3	0	2	0
2026-09-13	0	2	0	1	0
2026-09-14	16	4	2	3	4
2026-09-15	20	6	3	4	5
2026-09-16	18	4	2	3	4
2026-09-17	22	5	1	4	5
2026-09-18	19	3	2	2	4
2026-09-19	0	2	0	2	0
2026-09-20	0	2	0	1	0
2026-09-21	18	4	1	3	4
2026-09-22	21	3	1	2	5

See what happened to the call.

Review answered, missed, and abandoned calls to spot patterns worth investigating.

Keep an eye on calls, wherever you are.

Check call activity from your phone. Choose an inbox and date range to see how things are going while you’re away from your desk.

The numbers your team actually needs.

Call volume

See inbound and outbound calls by day, week, or rolling window — broken down by inbox or person.

Answer rate

Track how many calls get answered live versus rolled to voicemail or missed entirely.

Response times

Measure how quickly your team picks up calls and replies to texts, with averages and outliers surfaced.

Busy hours

Spot the times of day your inboxes spike so you can staff coverage where it actually helps.

Per-teammate views

Drill into activity by person to see who is making calls, sending texts, and clearing follow-ups.

CSV export

Pull any breakdown into a spreadsheet to reconcile with payroll, CRM, or finance reporting.

See where callers
need more help.