Analytics

Analytics shows historical reports on calls, messages, and agent performance, so you can see how call and message volume and agent performance change over time. To open it, click Analytics in the left sidebar.

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My Analytics vs. All Analytics

A toggle at the top of the page switches between two views:

• My Analytics — your own activity only
• All Analytics — your whole organization (admin permissions required)

Without admin access, you only see My Analytics. The two views also show different tabs. For example, the IVR tab appears only in All Analytics.

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Analytics tabs

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Calls

The Calls tab shows call volume over your selected date range, including total calls and average call duration. Use it to spot busy periods or changes in call traffic.

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Unanswered

The Unanswered tab shows calls nobody answered during the selected period. Use it to see whether you need more people answering phones.

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Messages

The Messages tab shows how many SMS and chat messages your team sends and receives over time.

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Agent status

The Agent Status tab shows how agents spent their time over the selected period, broken down by status such as available, on call, and off duty.

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Call outcomes

The Call Outcomes tab shows how calls ended: answered, sent to voicemail, transferred, and other outcomes.

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IVR

The IVR tab shows which options callers pick in your virtual receptionist (phone menu) and where those calls go. It’s only available in All Analytics, so you need admin permissions to see it.

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Filtering data

Each tab has its own set of filters. Click the filter icon at the top-right of the page to open the filter panel for the active tab.

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Time period

Every tab has a time period selector with presets — Today, Yesterday, Last week, and Last month — as well as a custom date range picker.

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Calls, Unanswered, and Call Outcomes filters

• Users and groups — filter by specific team members or groups
• Call outcomes — filter by how calls ended (answered, voicemail, transferred, etc.)
• Call direction — filter by Inbound, Outbound, or Both

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Messages filters

• Users and groups — filter by specific team members or groups

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Agent Status filters

• Call center — filter by a specific call center queue
• Users — filter by specific agents within the selected call center

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IVR filters

• Call tree — select a specific virtual receptionist to analyze
• Key presses — filter by the menu options callers selected within that call tree

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Exporting data

Click Export to download the current view as a CSV. To choose a different export, click the dropdown arrow next to Export:

• Daily / Weekly / Monthly statistics — aggregated metrics over time
• User statistics — metrics broken down by user
• Logs — a full record of individual events

You can also schedule recurring exports from this dropdown.

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Saved filters

Click Saved Filters to create, apply, or manage reusable filter sets. Each saved filter belongs to the current tab and view (My Analytics or All Analytics), so you can keep separate sets for each.