Call Analytics

The Calls analytics page gives you a comprehensive view of your phone call activity. Navigate to Analytics → Calls to access this page.

Note: Phone calls are available on Pro and Enterprise plans only. Starter plan users will see an upgrade prompt on this page.

Key Metrics

Metric	Description
Total Calls	Total number of calls (inbound + outbound) in the selected period, with growth percentage vs. the previous period
Inbound Calls	Calls received from customers
Outbound Calls	Calls made by your team
Missed Calls	Calls that were not answered
Avg. Duration	Average call duration across all completed calls, displayed in minutes and seconds
Total Talk Time	Total time spent on calls across all agents
Answer Rate	Percentage of inbound calls that were answered

Calls Over Time

A stacked bar chart shows inbound (blue) and outbound (green) call volume per day. Hover over a bar to see the exact date and counts. Use this to identify busy days and plan agent availability.

Peak Hours

A vertical bar chart showing which hours of the day have the most calls. Each bar represents one hour (0-23). This helps you schedule agents during high-demand periods.

Status Breakdown

Cards showing how many calls fall into each status:

• Completed — Successfully connected calls
• No Answer — Calls that rang but weren't picked up
• Busy — Calls where the line was busy
• Failed — Calls that failed due to technical issues
• Cancelled — Calls cancelled before connecting

Top Contacts

A ranked list of contacts with the most calls, showing each contact's name, phone number, and total call count. Useful for identifying frequent callers or key customer relationships.

Filters

Use the filters at the top to customize your view:

• Time range — Today, 7 days, 30 days, month, previous month, or year

For a general overview of all analytics features, see the Analytics & Reports guide.