Analytics
Analytics Overview
Waveline Analytics helps you understand call activity across your inboxes, including how many calls arrive, how they are handled, and when your team is busiest. Use it to identify patterns and make informed decisions about staffing, inbox hours, and call routing.
Where to find Analytics
Open the side menu and select Analytics.
Choose a date range and inbox to focus your review. Select all available inboxes for a broader view or one inbox to examine a particular team or business function.
Analytics is available on web and mobile. The web app includes additional chart views and CSV export.
Find the right guide
| I want to… | Start here |
|---|---|
| Choose filters, compare business numbers, review teammate activity, or find busy periods | Using Filters and Charts |
| Understand call outcomes, answer rate, abandonment, and response-time measurements | Call Outcomes and Response Times |
| Download call records for use in a spreadsheet or report | Export Call Records |
Use Analytics to answer business questions
Analytics can help you explore questions such as:
- When do we receive the most calls? Look at hourly activity and recurring busy periods.
- Which business numbers receive the most activity? Compare incoming calls by number.
- How are calls distributed across the team? Review teammate activity.
- Are callers reaching us? Review answered, missed, and abandoned calls together.
- Where are callers spending time before an answer? Review response-time measurements.
- Did a routing or staffing change help? Compare similar periods using consistent filters.
Start with a question, then use the linked guides to find and interpret the relevant measurements.
Analytics, Call History, and Unhandled Calls
These areas serve different purposes:
| Area | Use it to… |
|---|---|
| Analytics | Understand patterns across a selected period and inbox. |
| Call History | Inspect individual calls and their details. |
| Unhandled Calls | Track calls that still need follow-up. |
For example, Analytics might show an increase in missed calls. Call History helps you examine those calls, while Unhandled Calls helps your team manage the follow-up work.
Common questions
How should I compare results across different periods?
Keep the date range, inbox, and chart settings consistent when comparing results. Consider holidays, marketing activity, and staffing changes that may explain differences.
Review several calls or days before making a change based on a single unusual result. After adjusting your setup, compare a similar period to see how the pattern develops.
Why can I only see certain inboxes?
The inbox choices depend on your organization role and inbox access. Members can review their own personal inbox and shared inboxes where they are a Member, Manager, or Viewer. Owners have organization-wide access. Admins can review their own personal inbox, shared inboxes, and Members' personal inboxes, but their organization role alone does not grant access to an Owner's or another Admin's personal inbox.
See Inbox roles and Organization roles and personal inboxes for access details.
Why does Analytics show different inbox coverage from All in Calls or Messages?
Analytics uses the inboxes available for reporting. For Owners and Admins, this can include a teammate's personal inbox even when they have not chosen to follow it in Calls or Messages. Select a specific inbox and the same date range when comparing the report with individual calls. See Viewing and notifications for the followed-line settings.
Why is there no data?
Check the date range and inbox selection. Try a wider period or select all available inboxes to find matching activity.
Can I review Analytics on my phone?
Yes. Open Analytics from the mobile app’s side menu. For CSV export and additional chart views, use the web app.
Where can I find the meaning of a metric?
See Call Outcomes and Response Times for outcome definitions, rate calculations, and timing measurements.