---
id: insights
title: Analytics
description: Measure how your agents perform — call volume, success rate, call length, spend, caller sentiment, busiest hours, leads and bookings.
keywords:
  - call analytics
  - success rate
  - call spend
  - caller satisfaction
---

**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.

:::tip
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](./agents.md#voice--conversation).
:::

## Read the calls behind a number

Analytics shows totals. To read an individual call — its transcript, recording and
summary — open it from [Calls](./calls.md).

## 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.

## Next steps

- [Home](./dashboard.md) — a lighter, at-a-glance view.
- [Calls](./calls.md) — open the calls behind any number.
- [Agents](./agents.md) — tune an agent based on what Analytics shows.
- [Campaigns](./outbound.md) — watch cost and success as campaigns run.