Analytics
Using Filters and Charts
Use Analytics filters to focus on a time period or inbox, then explore the charts to understand where calls come from, who handles them, and when your team is busiest. These views can help you spot patterns before adjusting staffing, inbox hours, or call routing.
Where to find Analytics
Open the side menu and select Analytics.
Both the web and mobile apps let you choose a date range and inbox. Chart layouts and available views differ between web and mobile.
Choose a date range
Open the date filter near the top of Analytics. Choose an available preset or a custom range. On mobile, the presets are Last 7 days, Last 30 days, and Last 90 days. To set your own range, select Custom range…, choose the start date, select Select end date, choose the end date, and select Apply. Cancelling before Apply keeps the previous range.
Use a shorter period to investigate a recent change or a longer period to look for recurring patterns.
Choose an inbox
Use the inbox filter to select the inbox you want to review. Choose All inboxes on web or All on mobile to review the inboxes available to your account together.
Selecting one inbox helps you focus on a particular team or business function without mixing its activity with other inboxes.
The available inboxes depend on your organization role and inbox access, including Viewer access. For more information, see Analytics inbox access.
Review the summary first
Start with the summary counts and response-time measurements near the top of Analytics. They provide context for the more detailed charts below.
Where comparison values are available, Analytics shows how a metric changed from the previous period of the same length. For example, a seven-day report compares with the seven days immediately before it. Check the comparison caption beside the report.
A percentage shows a change in a count or average. A value labeled pts shows a percentage-point change in a rate. For example, an answer rate rising from 60% to 70% is an increase of 10 points. A change can be omitted when there is no meaningful comparison, so a missing change does not mean zero activity.
For definitions of answered, missed, abandoned, forwarded, and transferred calls—and explanations of the timing measurements—see Call Outcomes and Response Times.
See which numbers receive calls
Inbound Calls by Number compares incoming activity across your business numbers. This is useful when different numbers serve different locations, area codes, or marketing channels.
For example, if separate numbers appear on your website and printed advertisements, this view helps you compare the calls received through each number.
On mobile, switch between List, Bar Chart, and Line Chart to review totals or changes over time. Where number-selection controls appear, select the numbers you want to display.
Include or exclude abandoned calls
Use Include abandoned on web or Include abandoned calls on mobile (shown in the List view) to choose whether abandoned calls appear in this section’s call-volume view.
This control applies to the inbound-by-number section. It does not change all Analytics totals or your CSV export settings.
Understand new callers
The new-caller count identifies callers whose first recorded inbound call to your organization occurred during the selected period. That caller is attributed to the first business number they called.
A returning caller does not become new again simply because you select a different date range.
Review activity by teammate
Use Calls by Agent on web or Calls by User on mobile to understand how call activity is distributed across your team.
The web chart separates direct answers, transfers answered, and outbound calls. Mobile summarizes each user’s inbound and outbound activity.
Use this information to understand who is handling calls and how work is distributed. Consider the teammate’s role and responsibilities when comparing activity.
Look for changes over time
Trend charts help you see whether a pattern is isolated or continuing across several days.
On mobile, date ranges longer than 60 days group trend points into weeks. Choose a range of 60 days or less when you need to inspect individual days. Some charts can scroll horizontally; swipe within the chart to see the remaining points.
| Chart | What to look for |
|---|---|
| Call Types Over Time — web | Changes in inbound, outbound, and internal call volume. |
| Daily Abandon Rate | Changes in the share of incoming calls where the caller disconnected before ringing began. Longer mobile ranges group the trend into weeks. |
| Outcomes Over Time | Changes in the mix of call outcomes. |
| Call Duration by Type Over Time — web; Duration by Type — mobile | Changes in total time spent on each call type. |
| SLA Timing Trends | Changes in the time before ringing, answering, or abandonment. |
On web, Call Count by Type and Avg Call Duration by Type also summarize the selected period.
Total duration and average duration answer different questions: total duration shows how much time calls occupy overall, while average duration shows how long a typical call lasts within the measured group.
See Call Outcomes and Response Times for help interpreting the timing charts.
Find your busiest periods
Use Calls by Hour of Day on web or Calls by Hour on mobile to see when incoming call activity is concentrated.
On web, you can also review:
- Calls Per Day by Number to compare daily activity across business numbers.
- Peak Call Times to find recurring combinations of weekday and hour with higher call volume.
These patterns can help you decide when more teammates should be available or when to review your inbox’s routing.
Compare periods consistently
When checking whether a change helped, compare similar periods using the same inbox and chart settings. For example, compare two full weeks rather than a full week against a single day.
Consider differences such as holidays, marketing campaigns, and staffing changes before drawing conclusions.
If a pattern needs closer investigation, open Call History and review individual calls from the relevant period.
Common questions
Why is a chart empty?
The selected period or inbox may not contain matching activity. Try a wider date range or select all available inboxes.
If you excluded abandoned calls in the inbound-by-number section, there may be no remaining calls to display.
Why did one chart change while the summary stayed the same?
Some controls affect only a particular chart. For example, the abandoned-call switch changes the inbound-by-number view, while number-selection controls change which series are displayed.
Use the date and inbox filters at the top of Analytics to change the overall reporting scope.
Why do the web and mobile charts look different?
The apps use layouts suited to their screens, and the web app includes additional views such as Peak Call Times. Mobile also groups trend points into weeks for ranges longer than 60 days. Choose a shorter range to inspect daily points, and check that both apps use the same dates and inbox. See Look for changes over time.
How do I refresh the results?
On mobile, pull down to refresh Analytics. On web, reload the page and check the selected filters before continuing.
The report is dimmed after I change a filter
On web, the previous report can remain visible and dimmed while the new date range or inbox loads. Wait for the update before reading the results as the new selection. If Waveline says Analytics could not be loaded, check your connection and reload the page. See App Connection Issues if the problem continues.
Can I work with the calls in a spreadsheet?
Yes. Use Export CSV in the web app. See Export Call Records for the available options.