View analytics and reports
Track call volume, average duration, appointment bookings, escalations, and peak hours across your agents. Use the separate Reports page to download full exports for any date range.
Open Analytics
In the sidebar under Insights, click Analytics.
Change the time period
Use the period selector in the top-right corner of the page. Options:
Last 7 daysLast 30 days(default)Last 90 daysThis monthThis year
Key metrics
Four summary cards appear at the top:
Card | What it shows |
|---|---|
Total Calls | Number of calls handled in the period, with a percentage change vs. the prior period. |
Avg Duration | Average call length formatted as minutes:seconds. |
Appointments | Number of appointments booked, with a conversion rate (bookings as a percentage of total calls). |
Escalated | Number of calls transferred to a human, with the percentage of total calls that were escalated. |
Charts
Four charts appear below the summary cards:
Call volume: Call count by day across the selected period.
Outcome breakdown: How calls ended — completed, escalated, voicemail, missed, and other.
Peak hours: Call distribution by hour of day. Use this to plan staffing or overflow coverage.
Agent comparison: Compares call volume across your agents side by side.
Export from Analytics
Click Export at the top of the Analytics page. A menu appears with two options:
Export CSV— downloads a spreadsheet of the current view.Export PDF— downloads a formatted PDF report.
Reports page
For more flexible exports, click Reports in the sidebar under Insights. The Reports page lets you:
Choose any custom date range using the From and To date pickers, or pick a preset (
This month,Last 7 days,Last 30 days,Last 90 days).Select which sections to include: Call History, Analytics Summary, and SMS Campaign Results.
Download as CSV (delivered as a zip file) or PDF (combined single file).
Click Download Report to start the export.
Agent-level analytics
Each receptionist has its own analytics view scoped to that agent only.
In the sidebar, click Receptionists.
Open the receptionist you want to review.
Under Monitor in the agent sidebar, click Analytics.
The agent Analytics page shows two sections:
Performance (Last 30 Days) — appears only when there is call data. Includes a call volume chart and an outcome breakdown chart for the past 30 days.
Call History — a table of the 20 most recent calls, showing date, caller number, duration, and outcome (Completed, Escalated, Voicemail, Missed).
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