Analytics
Call Outcomes and SLA
Call outcomes and SLA timing show whether callers reach the team quickly, abandon the call, miss the team, or get transferred after answer.
Before you begin
- Make sure calls route through assigned inboxes.
- Configure unhandled dispositions to match how your business reviews missed work.
- Use enough call volume before drawing conclusions.
Where to find it
Use Phone -> Analytics for aggregate outcomes and Phone -> Calls for individual call review.
Step-by-step
- Open Analytics and choose the date range.
- Review answered, missed, abandoned, transferred out, and outbound totals.
- Review time-to-first-ring, ring-to-answer, entry-to-answer, and time-to-abandon trends when available.
- Open Calls and filter unhandled activity to inspect specific examples.
- Update ring groups, business hours, or call flows based on the pattern.
- Compare the same metrics after the change.
What happens next
- Missed, voicemail, abandoned, and no-answer outcomes can be treated as unhandled based on inbox settings.
- SLA timing depends on call routing events and may not exist for every call type.
- Transfers can change how a call is counted by team member or outcome.
Best practices
- Set targets for answer rate and abandonment before changing routing.
- Review abandoned calls by hour to find staffing gaps.
- Use no-answer paths that still help the caller, such as voicemail or text follow-up.
Troubleshooting
- If outcomes look wrong, check inbox unhandled disposition settings.
- If timing is missing, inspect whether the call reached a measurable ring or answer step.
- If abandon rate jumps, review recent call-flow or staffing changes.