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Team and admin

Analytics: see how calls are being handled

Missed calls, response times and who's handling what, on a dashboard you can put on a screen.

Written By Axel Molist

Last updated About 1 month ago

Analytics shows the team's calls as numbers: how many were missed, how long callers waited for a response, and which contacts keep ringing. It's on the Plus and Unlimited plans, and admins turn it on under Global settings.

The missed calls report

Open Analytics. The report shows:

  • Overview: handled calls against total missed, as a percentage.

  • Over time: missed and handled calls through the day, so you can see when the team is stretched.

  • Detail: each missed call with contact, date, response time and status.

  • By source: which numbers miss you most often.

Filter each card by date with Today and Filters.

Put it on a screen

Big screen mode turns the report into a full-screen view for a wall display. On Unlimited, live dashboards can be cast to a TV. Dark mode suits a screen that's on all day. Share report sends it to someone who needs the numbers.

Turn analytics on

Admins: Settings > Global settings > Account settings > Allowed features > Analytics.

Good to know

  • Missed calls get a status, Handled, Unreturned or Unresolved, which shows in the Detail table. See Missed calls and their status.

  • Scheduled reporting, emailed on a schedule, is coming to Unlimited.

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