View analytics and reports
The Analytics page gives you a summary of how your agents are performing over any time period you choose. Use it to spot trends, identify peak call hours, and compare agents side by side.
Open Analytics
In the sidebar under Insights, click Analytics. The page loads with the current month selected by default.
Change the time period
Use the period selector at the top of the page. You can switch between 7 days, 30 days, 90 days, this month, or this year.
Key metrics
Four summary cards appear at the top:
Metric | What it shows |
|---|---|
Total calls | Number of calls handled in the period, with a comparison to the prior period. |
Avg duration | Average call length in minutes and seconds. |
Appointments | Number of appointments booked during the period, with a conversion rate. |
Escalation rate | Percentage of calls transferred to a human. A lower number is better. |
Charts
Call volume: A chart showing call count by day across the period.
Outcome breakdown: How calls ended — resolved, escalated, voicemail, missed, and other.
Peak hours: Call distribution by hour of day. Use this to plan staffing for overflow coverage.
Agent comparison: If you have multiple agents, compares call volume and escalation rates side by side.
Filter by agent
Select a specific agent from the filter to scope all metrics to that agent.
Agent-level analytics
Each individual agent also has its own Analytics view. Open an agent from Receptionists, then click Analytics in the Monitor section. The data here is scoped to that agent only — including KPI tiles for the last 30 days with trend deltas.
Export
Click Export on the Analytics page to download a CSV of the current view for external analysis.
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