Use the Analytics Dashboard to measure and display KPI statistics and charts for calls, users, or group activity for a selected date range.
Access it from the Admin Center Menu>Analytics.
A simplified summary of call activity can also be viewed on the home screen of the Admin Center or the Live Wallboard.
View Options and Report Type
Use the options here to select, configure, and filter the values that are shown in the KPI buttons and report chart.
You can select Show Call History to switch to and use your selected parameters in the Call History Report.
Select to export a CSV file of the report to your device.
Select to share a web link of the report. Available sharing options depend on the device and browser you are using. To view the report, the recipient of the link needs to have Admin Center credentials.
Select the date range from which you want to include call activity for the report. Available choices start from Today all the way up to the Last Year.
You can also use the Enter a custom date range field to select any date range of your choice. Click the date to enter the date manually or click to select it from a calendar.
Select what type of phone call data the report is measuring as it applies to the X-axis of the report chart.
Note that the chart Grouping options ("Group by", "Intervals", "Summarize by") is only available for Phone Calls analysis. All other reports are already automatically grouped by phone numbers, users, groups, etc.
Analyze Phone Calls: Measures the numbers and durations of calls, providing the results in relation to date/time points on the X'axis and grouping selections.
Analyze Phone Number: Measures the numbers and durations of calls, with each point on the X'axis representing a phone number.
Analyze Users: Coming soon.
Analyze Groups: Coming soon.
Analyze by Numbers: Coming soon.
Analyse by Callers: Coming soon.
Key Performance Indicators is a term that describes measurable performance for a company or a system. These are basically various values of the call, users, and group activity shown for the date range you selected.
Check or uncheck the KPIs you want to show or hide in the report. You can also drag KPIs up or down to arrange them according to your preferences. If you select RESET all KPIs will be enabled and get arranged in the default order.
The active KPIs are shown as KPI buttons according to the way you arranged them. The KPI buttons summarize activity for the entire date range but when displayed on the chart they show activity for each date/time interval unit (hour, day, week, etc).
The available KPIs are:
- Answered Calls: A sum of the number of calls that were answered by users/agents per date range or time interval unit.
- Call Duration: A sum of the durations of all the call holding and talk time per date range or time interval unit.
- All Calls: A sum of the number of missed, answered, and abandoned calls per date range or time interval unit. Internal calls between users are only counted as one call (even though technically they involve both an outgoing call for one user and an incoming call for the other).
- Repeated Calls: A sum of the number of repeated calls – calls that originate from the same number on the same day.
- Abandoned Calls: The total number of abandoned calls – calls that were hung up by the caller while holding.
- Call Duration: A sum of the durations of talk time for answered calls per date range or time interval unit.
- Incoming Calls: The total number of incoming calls per date range or time interval unit.
- Incoming Calls/Outgoing Calls/Internal Calls: Outgoing calls are calls placed by users. Incoming calls are calls arriving from external callers or other users.
Internal calls between users are considered outgoing calls on the caller's side and incoming calls on the recipient's side but are just counted as one incoming call.
- Voicemail: Voicemail calls are the total number of calls that were not answered and reached a user's (or a department's) voicemail.
- Missed calls are all unanswered calls, excluding voicemail calls, such as calls that were declined by the recipient, calls that were abandoned, calls to lines that have no voicemail configured, or calls that were routed to destinations that ended the call (busy tone, logged out users, etc.)
You can use a single or combination of filters to narrow down and refine the results of the report.
Click a filter to display a drop-down list of relevant choices, check one or more filter items, and click Apply. You can also just click anywhere on the screen outside the filter to apply your choices.
Select on to clear a filter or remove all filters by selecting Clear all.
Active filters display the first item selected in their list of choices. That makes them wider and, on smaller screens, you may need to scroll horizontally or use the right or left arrows on each side of the filter toolbar to see filters that were shifted off-screen.
The available filters are:
- Phone Numbers/Users/Groups (the Groups filter has both queues and hunt groups): Check the relevant choices for these filters that you want to see reports results for. For example, you can select two filters to show results for specific users in the sales queue.
- Direction: Select to show Incoming, Outgoing, or Internal calls.
- Status: Select to show calls that were Missed, Answered, or were delivered to the user as a Voicemail.
- Time of day: Use the two sliders to select an hour range, in 15-minute intervals, to show report results for.
- Duration: Use the two sliders to select a call duration range, in five seconds intervals, to show report results for.
- Transferred/Not Transferred: Calls that were transferred/not transferred to another user or the call center administrator (using the Active Calls Switchboard or ACD Dashboard).
- Abandoned: Calls that were hung up by the caller while the call was waiting in a queue or during an IVR greeting.
- Not Abandoned: Calls that were answered by an agent before the caller decided to hang up.
- Repeated/Not Repeated: Reapted calls are calls that were dialed multiple times on the same number on the same day.
- Recorded/Not Recorded: Calls that were recorded or not recorded. Recordings can be accessed from the Call History Report.
KPI buttons have three functions:
- They show the total sum of each KPI value for the entire date range you selected, for example the total number of answered calls for the past
- They show a mini chart of the call activity of the KPI for the date range.
- They act as toggles to place KPIs on the report chart. When you click a button it will be marked with and that KPI's statistics will be plotted on the report chart.
Drag the KPI buttons row left or right or use the on-screen arrow keys (/) to scroll the row and show additional buttons. You can also click the /icons to reduce or enlarge the size of the KPI buttons. The smaller button view hides the mini chart but will allow you to view all KPI buttons at once.
The Report Chart
A report chart is created based on all the above parameters for the KPIs button you toggled on. Switch the chart between full and regular screen mode with /.
The chart has additional toggles to hide or show the active KPIs. This is useful in full-screen mode when the KPIs buttons are not visible. To hide a KPI just click its name and it will marked with a strikethrough font.
The left vertical (Y) axis measures the number of calls.
The right vertical (Y)) axis measures call duration.
The horizontal (X) axis depends on your selected Report Type:
- For Phone Calls – the time units based on your grouping selection or intervals. Time units can be hours, days, weeks, or months.
- For Phone Numbers – phone numbers with results already grouped for each number.
Chart Types and View Controls
Use the Type: drop-down list to display either a Bar Chart or a Line Chart.
You can change the colors of bars or lines from the Customize Colors drop-down menu.
Zoom in and out of the chart with the on-screen buttons, by pinch zooming on touch-enabled displays, or with your mouse wheel.
Scroll the chart left or right with the on-screen arrow keys (/), by dragging it with your mouse, or by touch-scrolling it on touch-enabled displays (note that you cannot scroll the chart if it is completely zoomed out.)
Hovering over a bar or a point on a line chart will display a bubble with the KPI values for the relevant X position date or hour.
Adjusting the X-Axis (Date/Time) Values and Y-Axis Results
"Group by:" and "Interval:" are two co-related chart menus for adjusting the X-axis date/time values. When changing these you may need to zoom in to see the relevant details.
"Summerize by:" is a menu that determines how grouped results are calculated and shown on the Y-axis.
Note that these three options are only available for the Phone Calls report. If you select any other report the results will already be grouped by numbers, users, groups, etc.
Values from your entire date range selection are summarized (grouped) for each point on the X-axis and predefined time points are shown. For example, selecting Week will display seven days/seven points on the X-axis for each summarized day of the week.
Grouping values allow you to analyze activity for specific time periods of your phone system or call center. For example, you can compare the total number of incoming calls for each day in the past 30 days for 9AM-10AM with 6PM-7PM. This let you know if you need to possibly move agents between the day and evening shifts.
- None: Activity is not grouped on the X-axis and instead the units are determined by the Interval option!
- Day: Divide the X-axis into 24-hours time units (12AM-11PM). Activity is grouped for each round hour.
- Week: Divide the X-axis into 7-days date units (Sunday-Saturday). Activity is grouped for each day of the week.
- Month: Divide the X-axis into 31-days date units (1st of the month-31th of the month). Activity is grouped for each date of the month.
- Year: Divide the X-axis into 12-month date units (January-December). Activity is grouped for each date of the month.
Select how to divide the entire date range for the chart with date/time intervals or actual date/time units.
If the "Group by:" option is set to None you have the freedom to select any time/date value for the X axis. Consider that if you select the 1 Hour interval for a date range of an entire year, you will get 8760 X-axis points (24 hours times 365 days) and the amount of data will be an overkill. It will also take Analytics a few moments longer to crunch the numbers and plot the results.
For all other "Group by:" options you can only select certain intervals. For example, if your grouping selection is "Week" you can select to divide the results into hours or days but obviously weeks or months do not apply.
- 1 Hour: X-axis points represent round hours, that is 9AM includes all the calls between 9AM and 10AM. Depending on your date range, you may see intervals of 3 or 4 hours initially and may need to zoom in to see single hours.
- 1 Day: X-axis points represent calenderial days of the month or, if grouped, days of the week.
- 1 Week: X-axis points represent weeks of the year – like "2024 Week 20", "2024 Week 21", etc.
- 1 Month: X-axis points represent the whole months that apply to the date range.|
- 1 Quarter: X-axis points represent whole quarters that apply to the date range – like "Q2 2024", "Q3 2024", etc.
- 1 Year: X-axis points represent whole years. Usually, this will result in only one or two axis points, unless if you have selected a multiple years date range.
This option lets you decide how grouped values are calculated and shown. It is not available if you have selected "None" for grouping.
To illustrate how this works lets take a 30-day date range and group it by Week with a 1 Day interval. We have four Sundays in this date range with 8, 12, 17, and 3 calls on respectively.
- Sum: For each X-axis point the total sum of all values for the group item is shown. In our example, this means the Sunday bar or line point will show a 40 calls sum.
- Average: For each point all group items values are first added up and then divided by the number of items in the group. In our example, this means the Sunday bar or line point will show a 10 call average.
- Min (minimum): For each point only the smallest value from the group items will be shown. In our example, this means the Sunday bar or line point will show 3 calls.
- Max (maximum): For each point only the highest value from the group items will be shown. In our example, this means the Sunday bar or line point will show 17 calls.