Analytics
Filters and Charts
Filters narrow analytics to the right time period and inbox, while charts show where call volume, outcomes, staffing, and timing patterns need attention.
Before you begin
- Know the business question before changing filters.
- Use consistent date ranges when comparing periods.
- Make sure inbox labels and number labels are accurate.
Where to find it
Use the filter controls on Phone -> Analytics, then read the charts below the summary cards.
Step-by-step
- Set the date range.
- Select All inboxes or one inbox.
- Review inbound calls by number and optionally include or exclude abandoned calls.
- Review call outcomes for answered, missed, abandoned, and transferred results.
- Review calls by team member, count by type, average duration, hourly volume, daily abandon rate, outcome trends, duration trends, SLA timing trends, and peak-time heatmaps.
- Adjust filters and compare the new view.
What happens next
- Charts update based on the selected filters.
- Number labels make by-number charts easier to interpret.
- SLA timing charts help identify delays before calls are answered or abandoned.
Best practices
- Use one chart to identify a pattern, then use call history to inspect real examples.
- Track the same metrics before and after routing changes.
- Do not overreact to tiny samples; use enough call volume to see a real trend.
Troubleshooting
- If a chart is empty, the selected filters may not have matching calls.
- If numbers are hard to identify, update number labels.
- If a team member appears missing, check whether calls were assigned to that person.