Analytics
Measure how your agents perform — call volume, success rate, call length, spend, caller sentiment, busiest hours, leads and bookings.
Analytics turns call activity into numbers you can act on: how many calls your agents handled, how many succeeded, how long they ran, what they cost, how callers felt, and when your agents are busiest.
Choose what you are looking at
Two controls sit in the banner:
- Time window — for example Last 30 days. Every figure on the page recalculates when you change it.
- All agents — look at the whole workspace, or narrow the page to one agent.
Export downloads the figures for the current view.
Headline numbers
| Card | Meaning |
|---|---|
| Calls | Calls in the window, with the all-time total underneath. |
| Success rate | The share of calls that connected and lasted more than 10 seconds. |
| Average call length | Time from pickup to hang-up. The card also shows the hours your agents saved your team. |
| Call spend | Usage charges for the window. |
The panels
Calls by period counts back from now — last 24 hours, 7 days, 30 days and 12 months — and shows how each compares with the same length of time just before.
How callers felt splits rated calls into Positive, Neutral and Negative, with a satisfaction score. Satisfaction appears once at least 5 calls have been rated. Choose Listen to calls to jump to the calls behind the number.
Busiest agents ranks agents by calls in the window.
How calls ended shows why calls finished:
| Reason | What it means |
|---|---|
| Caller hung up | The caller ended the call. |
| Agent ended | The agent finished and closed the call. |
| Silence | The call ended after a stretch of silence. |
| Other or transferred | Anything else, including calls handed to a person. |
Busiest hours shows when calls come in, so you know when your agents matter most.
Leads and bookings counts the leads your agents captured and the appointments they booked.
A rising Silence share usually means callers are waiting too long for a reply. Try the Quick conversation style on the agent's Voice & conversation tab.
Read the calls behind a number
Analytics shows totals. To read an individual call — its transcript, recording and summary — open it from Calls.
What the numbers mean
- Successful call — connected and lasted more than 10 seconds.
- Satisfaction — the share of rated calls where the caller sounded satisfied (4 or 5 out of 5), judged from the conversation.
- Hours saved — total talk time handled by agents instead of your team.