Call Analytics (Call Report)
See how many calls your business handled, how many were answered, who answered them, and when your phones are busiest.
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What it is
Call Analytics is the reporting page for your phone activity. You open it from the sidebar under Reports›Call Reports. The page itself is titled Call Analytics, and it always shows the date range you picked right under the title.
Everything on the page is split across five tabs. Pick a date range and a few filters once at the top, and every tab updates to match.
Overview
Headline numbers, the daily call trend, call outcomes, your busiest hours, and your top five office agents.
Agents
A per-person table and bar chart for the ten people who handled the most calls.
Patterns
Day of week, how long calls last, and a 24-hour answered-versus-missed breakdown.
Groups
The same numbers per call group, so you can compare departments or service lines.
Phone Numbers
One row per business number you own, with inbound, outbound, total calls, average length, and the last time it rang.
If your company renamed Office Agents to something else (Dispatchers, CSRs, and so on), the tables and buttons on this page use your wording instead.
When to use it
- Weekly or monthly review. Check whether call volume is going up or down against the previous period.
- Staffing decisions. Use the hourly and day-of-week views to see when the phones actually ring.
- Coaching. Compare answer rates and average call length between office agents.
- Marketing checks. The Phone Numbers tab shows which of your business numbers are getting calls, which tells you which ads or listings are working.
- Routing checks. The Groups tab shows whether one group is missing far more calls than the others.
If you need to find one specific call, listen to a recording, or download a full call-by-call list, use the Calls page instead. Call Analytics is for totals and trends, not for individual call records.
Before you start
- You need the Reports permission. An admin turns it on under Settings›Team Roles, in the Reports & Billing group, by ticking Reports. Without it, Call Reports does not appear in the sidebar.
- You need calls in the date range. A brand-new account with no call history shows empty charts and zeroes — that is normal, not an error.
- Set up call groups first if you want the Groups tab to be useful. Calls that do not belong to a group are grouped together under No Group. See Call Groups.
- Add friendly names to your business numbers under Phone Numbers so the Phone Numbers tab reads "Main Line" instead of "Unknown". See Phone Numbers.
Step-by-step
- In the sidebar, open Reports›Call Reports.
- Click the date button at the top left (it shows something like "Jul 10 - Aug 09"). Under Quick Select choose Today, Yesterday, This Week, Last Week, This Month, Last 7 days or Last 30 days. For anything else, click a start date and an end date on the Custom Range calendar next to it. The page opens on the last 30 days.
- Narrow the results with the filters beside the date button: Direction, Status, Answered By, and Group. Leave any of them on "All" to include everything.
- Stay on the Overview tab to read the headline numbers and the daily trend.
- Click Agents to compare people, Patterns for timing, Groups for departments, or Phone Numbers for per-number totals.
- On any tab except Overview, click the Export button at the top right to download that tab as a spreadsheet file.
How to check it worked
- The line under the page title should read the range you picked, plus the number of days in it.
- Set the range to Today. Total Calls should roughly match what your team remembers handling today.
- Add up Inbound and Outbound — the result should be close to Total Calls.
- Answer Rate should match the "X of Y answered" line directly beneath it.
- Switch to Phone Numbers and confirm your main business line is listed with a recent Last Call time.
- Click an export button and open the downloaded file — the numbers in it should match the table you were just looking at.
Common mistakes
- Forgetting the date range. The page always opens on the last 30 days, so a "missing" call is usually just outside the range.
- Expecting blocked or private-connection calls to be counted. Both switches under the filters are off until you turn them on. Spam-marked calls never appear.
- Reading "Missed" too narrowly. It counts every call that did not finish as Completed — busy, failed and no answer all land there.
- Comparing periods of different lengths. The percentage on Total Calls compares against the same number of days immediately before your range, so a 7-day range is compared with the 7 days before it.
- Treating Avg Duration and Total Hours as exact. On very busy ranges they are worked out from a large sample of calls rather than every single one, so read them as close estimates.
- Assuming the Agents table shows everyone. It lists the ten busiest handlers only. Use the Answered By filter to check someone who is not in the list.
- Expecting to click a bar and see the calls behind it. The charts are read-only. To see the actual calls, go to Calls in the sidebar and filter there.
- Not seeing Call Reports in the sidebar at all. That is the Reports permission — ask an admin to switch it on under Settings›Team Roles.
Numbers look wrong? Reset the filters first
Set Direction, Status, Answered By and Group back to their "All" options, then re-pick the date range. Nine times out of ten a surprising total is a filter someone left applied.
More detail (7)
Filters and toggles
The filter bar sits directly under the page title and applies to every tab at once.
- Direction — All Directions, Inbound, or Outbound.
- Status — All Status, Completed, No Answer, Busy, or Failed.
- Answered By — All Answered By, or one specific handler. As well as your office agents, this list can include Joby Agent for calls the AI answered, and Fwd: [name] for calls forwarded out to a field worker's own phone.
- Group — All Groups, or one of your call groups.
Show Blocked Calls
Off by default. Turn it on to include calls from numbers on your blocked list. Leave it off for a clean picture of real customer calls.
Show Masking Calls
Off by default. Turn it on to include the connection calls created when a customer and a field worker are connected through a private number.
Calls that were marked as spam are always left out, whichever way these two switches are set.
Overview tab
The top of the tab shows two large cards:
- Total Calls — with a green or red badge showing the percentage change against the period immediately before the one you picked (30 days back if you picked 30 days).
- Answer Rate — a percentage with a progress bar and a line reading "X of Y answered".
Below that is a row of six smaller cards:
- Inbound and Outbound call counts
- Missed — every call in range that did not finish as Completed
- Avg Duration in minutes and Total Hours of talk time
- Recorded — the share of calls that have a recording saved
Then four panels:
- Call Volume Trend — a stacked area chart of inbound and outbound calls per day. Hover any point to see the exact numbers.
- Call Outcomes — a ring chart of call results (Completed, No answer, Busy, Failed and so on), with the four largest outcomes and their counts listed underneath.
- Top Office Agents by Volume — the five busiest people, each with their answer rate and call count.
- Hourly Call Pattern — a bar per hour of the day.
Agents tab
The Office Agent Performance table lists the ten people who handled the most calls in range, with these columns:
- Office Agent — the person's display name. Calls that were forwarded out show as Fwd: [name], and calls nobody picked up show as Unassigned.
- Total Calls
- Answered
- Answer Rate — shown as a badge; 70% or above is highlighted
- Avg Duration — in seconds
Underneath, Office Agent Call Volume Comparison shows the same people as a horizontal bar chart. To focus the whole page on one person, pick them in the Answered By filter at the top — the table rows themselves are not clickable.
Patterns tab
- Calls by Day of Week — total calls for each day, Sunday through Saturday.
- Call Duration Distribution — how many calls fell into each length band: 0-30s, 30s-1m, 1-2m, 2-5m, 5-10m, and 10m+. A pile of very short calls usually means hang-ups or nuisance callers.
- 24-Hour Call Distribution — one bar per hour, split into green (answered) and red (missed). This is the fastest way to spot the hours where calls are being missed.
Hours and days are grouped using US Eastern time, so if you operate in another time zone the bars may sit an hour or three away from your local clock.
Groups tab
Call Groups Performance lists each call group with Total Calls, Answered, and Answer Rate. Calls that never belonged to a group appear as No Group. Group Volume Comparison below it charts answered calls against total calls for each group side by side.
Phone Numbers tab
Phone Number Statistics gives you one row per business number that had activity in the date range: the friendly name with the number underneath, Inbound, Outbound, Total, Avg Duration (shown as minutes and seconds), and Last Call. If a number has no friendly name saved it shows as Unknown.
Exporting
One export button per tab
- Agents tab → Export Office Agents
- Patterns tab → Export Patterns (day of week, hourly, and duration bands in one file)
- Groups tab → Export Groups
- Phone Numbers tab → Export Phone Numbers
Each button downloads a spreadsheet file named with today's date. The Overview tab has no export button.
These files contain the summary figures you see on screen. For a row-per-call file with numbers, times and outcomes, open Calls in the sidebar and use Export to CSV there.