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Analytics provides historical reporting on calls, messages, and agent performance across your organization. Use it to review trends, identify gaps, and understand how your team is performing over time. To open it, click Analytics in the left sidebar.

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My Analytics vs. All Analytics

At the top of the page, a toggle lets you switch between two views:
  • My Analytics — shows data scoped to your own activity
  • All Analytics — shows data across your entire organization (admin permissions required)
Users without admin access only see My Analytics. The available tabs also differ between the two views — for example, the IVR tab is only visible in All Analytics mode.

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Analytics tabs

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Calls

The Calls tab shows call volume trends over your selected date range, including total call counts 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 that went unanswered during the selected period. Use it to identify missed opportunities and determine whether staffing adjustments are needed.

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Messages

The Messages tab shows messaging volume and activity over time. Use it to track how often your team is communicating via SMS or chat.

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Agent status

The Agent Status tab shows how agents have been spending their time — broken down into statuses such as available, on call, and off duty — over the selected period. Use it to understand agent utilization and availability patterns.

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Call outcomes

The Call Outcomes tab shows a breakdown of how calls ended, including answered, sent to voicemail, transferred, and other dispositions. Use it to evaluate call handling across your team.

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IVR

The IVR tab shows call flow activity through your virtual receptionist menus. Use it to see which menu options callers are selecting and where they are being routed.
The IVR tab is only available in All Analytics mode and requires the appropriate admin permissions.

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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

All tabs include a time period selector with quick 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. Use the dropdown arrow next to the Export button to choose a specific export format:
  • 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 apply, manage, or create reusable filter sets. Saved filters are scoped to the current tab and analytics view (My Analytics or All Analytics), so you can maintain separate filter sets for each.