Analytics

Call volume, answer rate, duration, outcomes, and per-agent performance for a selected date range.

Module guide

Analytics

Call volume, answer rate, duration, outcomes, and per-agent performance for a selected date range.

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Analytics dashboard with KPI cards, Daily Call Volume, By Agent, Call Outcomes, Inbound vs Outbound, and Performance — 1 — Analytics: range filter (e.g. Last 7 days), KPI cards, Daily Call Volume, By Agent, Call Outcomes, Inbound vs Outbound, Performance.

Purpose

Analytics is the reporting layer above Dashboard and Call logs. Use it to spot volume trends, compare inbound vs outbound, see outcomes, and rank agent performance over a chosen period.

What you see

Pick a date range (e.g. Last 7 days) in the header. KPI cards and charts fill in as calls complete.

Total Calls — volume in the selected period
Answer Rate — share of calls that connected
Avg Duration — average talk time
Total Minutes — billable / talked minutes
Daily Call Volume — inbound (blue) vs outbound (green); Daily (or other) grain
By Agent — per-agent call performance
Call Outcomes — completed / other outcome breakdown
Inbound vs Outbound — mix of directions
Performance — summary when enough call data exists

Tip: Empty states (No calls in this period / Make some calls to see stats) are normal on new workspaces — place a Test call or run a Campaign first.

How to use it

Change the date range to compare weeks or campaigns
If answer rate is low, check Phone numbers, agent prompts, and hangup patterns in Call logs
Use By Agent to compare scripts or voices after A/B changes
Drill into Call logs for the raw recording behind a spike or drop

Tip: Pair weak outcomes with Knowledge base and Agent prompt updates when callers hang up on the same question repeatedly.