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Call Analytics
Analyze voice call performance — answer rates, durations, and peak hours. Get a clear picture of how your voice channel is performing and where to improve.
Overview
The Call Analytics dashboard tracks all voice call activity across your connected providers. Monitor call volumes, answer rates, and durations to understand how effectively your team handles voice interactions. These metrics help you optimize staffing and improve call quality.
Key Metrics
1
Total Calls
The total number of inbound and outbound voice calls during the selected period. This includes answered, missed, and voicemail calls.
2
Answered Rate
The percentage of incoming calls that were answered by a team member or AI agent. A higher answered rate means fewer customers are left waiting.
3
Average Duration
The average length of answered calls. Use this to gauge whether calls are being handled efficiently or if they require too much time.
4
Missed Calls
The number of calls that went unanswered. Track this metric closely to ensure your team has adequate coverage during business hours.
5
Peak Hours
A chart showing call volume by hour of the day. Identify when call traffic is highest so you can schedule team members accordingly.
Info
Missed calls are automatically logged with the caller's number so your team can follow up promptly.
Duration Analysis
1
View duration distribution
The duration chart groups calls into buckets (under 1 minute, 1-5 minutes, 5-15 minutes, over 15 minutes) so you can see the spread of call lengths.
2
Compare by team member
Filter by team member to compare average call durations. This helps identify who may need additional training or support.
3
Track trends over time
Use the date range selector to compare call durations week over week or month over month. Look for trends that indicate improving or declining efficiency.
Tip
If average call duration is increasing, review recent call transcripts to identify common issues that could be resolved with better documentation or automation.
Success Rates
1
First-call resolution
Track the percentage of calls where the customer's issue was resolved without needing a follow-up. Higher first-call resolution indicates better service quality.
2
Transfer rate
Monitor how often calls are transferred to another team member or department. A high transfer rate may indicate routing issues or knowledge gaps.
3
Customer satisfaction
If post-call surveys are enabled, view the average satisfaction score alongside call metrics for a complete picture of call quality.
Info
Enable post-call surveys in Settings to collect customer satisfaction data automatically after each call.