Analytics: Calls
Track call volume, duration, peak hours, and performance with the Calls analytics page.
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.