Call Analytics
Track call volume, duration, direction, peak hours, and abandoned call rates.
Call Analytics gives you a quantitative picture of your call traffic. Use it to understand how many calls are happening, when they happen, how long they last, and how many are being missed.
Dashboard Metrics
The call analytics page displays these core metrics for the selected date range:
| Metric | Description |
|---|---|
| Total Calls | Count of all calls (inbound + outbound) |
| Inbound Calls | Calls received from external numbers |
| Outbound Calls | Calls placed by agents |
| Answered Calls | Calls that were picked up by an agent or the remote party |
| Abandoned Calls | Inbound calls where the caller hung up before being answered |
| Average Duration | Mean call duration across all answered calls |
| Total Talk Time | Sum of all call durations for the period |
Trend Charts
A time-series chart plots call volume over the selected period. You can toggle between:
- Daily granularity for multi-week views
- Hourly granularity for single-day deep dives
The chart splits data by direction (inbound vs. outbound) so you can see which side of the operation is driving volume.
Peak Hours
A heatmap or bar chart shows call volume by hour of day and day of week. This helps you:
- Staff appropriately by scheduling agents during high-volume windows.
- Identify quiet periods where agents can focus on outbound calls or training.
- Spot patterns such as Monday-morning spikes or end-of-day drops.
Use peak hour data to set Queue overflow rules and Business Hours schedules so callers are never left waiting during predictable surges.
Abandoned Call Analysis
Abandoned calls represent missed revenue and poor customer experience. The analytics page breaks down abandoned calls by:
- Wait time before abandonment — How long did callers wait before giving up?
- Queue — Which queues have the highest abandonment rates?
- Time of day — When are callers most likely to hang up?
A consistently high abandoned call rate (above 5-10%) usually indicates a staffing gap during peak hours or a queue configuration issue.
Direction Breakdown
View the split between inbound and outbound calls over time. This is useful for teams that do both support (inbound) and sales (outbound) to understand where agent time is going.
Filtering
Filter call analytics by:
- Date range (preset or custom)
- Direction (inbound, outbound, or both)
- Queue or extension
- Call outcome (answered, missed, abandoned)
Exporting
Click Export CSV to download the filtered dataset. The export includes per-call detail rows with timestamp, direction, duration, agent, and outcome.