Analytics
Analytics Overview
Analytics turns call activity into useful reporting: volume, answer rate, missed calls, abandoned calls, transfers, timing trends, outcomes, team members, numbers, and peak hours.
Video to add
Record a short walkthrough of date filters, inbox filters, chart review, and CSV export.
Before you begin
- Use assigned numbers and inboxes so call data groups correctly.
- Let calls process before expecting complete metrics.
- Decide whether you are analyzing one inbox or your whole account.
Where to find it
Go to Phone -> Analytics. Use the date range and inbox filters at the top of the page.
Step-by-step
- Choose the reporting date range.
- Choose All inboxes or a specific inbox.
- Review summary cards for inbound, answered, outbound, missed, abandoned, and transferred calls.
- Review charts by number, outcome, team member, type, duration, hour, day, and SLA timing.
- Use the abandoned-call toggle in inbound-by-number views when you need cleaner volume comparison.
- Export CSV when a spreadsheet is better for deeper analysis.
What happens next
- Analytics is based on completed call records, so recent calls may take a short time to appear.
- Filters change the metrics and charts displayed on the page.
- Outbound calls are included in analytics and can be optionally included in exports.
Best practices
- Review answer rate and abandoned calls together, not in isolation.
- Use peak-hour heatmaps to staff busy periods.
- Compare inboxes before changing routing so you can see whether the change helped.
Troubleshooting
- If the page shows no data, widen the date range or clear the inbox filter.
- If totals differ from a live call count, wait for processing and refresh.
- If a chart looks wrong, check number assignment and inbox filters.