Skip to content
Thirdlane

Call Analytics

Calls is the main category of Organization Analytics: inbound and outbound traffic, the endpoints carrying it, routing through menus and ring groups, and analysis of duration, peaks and caller behaviour.

Open it from Reports > Organization Analytics. Calls is the category shown by default.

Typical questions

  • How many calls did we take, and how many did we miss?
  • How many trunk channels do we actually need?
  • Which callers keep trying and keep missing us?
  • Where do people give up in the auto-attendant?
  • Which ring group answered, and which one did the call try first?

How the page is arranged

Sections are grouped in the left-hand list. Traffic is volume and outcome, Endpoints is extensions, trunks and voicemail, Routing is DIDs, menus and ring groups, and Analysis covers duration, peaks and callers. Call List and Call Detail sit outside the groups because most drill-downs land there.

Charts default to daily and switch to weekly on longer ranges. Most charts are clickable: a bar or slice opens the Call List filtered to exactly those calls, which is usually faster than rebuilding the filter by hand.

What “answered” means here

Throughout these reports, an answered inbound call means a live agent answered it. A call that reached voicemail is not answered, and neither is a call that an auto-attendant or ring group step technically picked up on the way through.

This is why the answer rate here can be lower than a raw switch report suggests. Answer rate is live-agent answered inbound over inbound offered, which is the number that reflects whether a person spoke to the caller.

Traffic

Summary is the period snapshot. Cards with arrows compare against the previous period of the same length, so a seven-day view compares with the seven days before it.

Two of its figures are easy to misread. Busiest Hour and Busiest Day are the recurring peak hour-of-day and weekday across the whole period, which is what you want for staffing. Peak Day is the single busiest calendar date, which is what you want for capacity.

Inbound breaks volume into answered, no answer and voicemail, with answer rate over time, disposition mix, and tables by DID, top caller and extension.

Outbound splits calls into answered, no answer, busy and failed. Busy and failed together are the pair worth watching, since a rise in either usually points at the carrier or the route rather than at the people dialling.

Missed isolates inbound calls no live agent took, separated into no answer and voicemail. Those two are separated on purpose: a caller who left a message can be called back from the message, while a caller who rang out left nothing behind. The Repeat Callers table here is the practical follow-up list.

Endpoints

Extensions reports per-extension inbound and outbound activity with summary cards and daily and hourly detail. Calls are attributed to the phone that actually answered, so a call ringing five phones counts once, against the one that picked up.

Trunks splits each trunk by direction and adds carrier-quality measures:

MeasureWhat it tells you
ASR (answer seizure ratio)Share of outbound attempts the far end answered. A carrier-quality number, not a staffing one.
ACD (average call duration)Mean talk time of answered calls. A sudden fall often means calls are failing after connect.
BusyCalls that hit a busy or congested trunk - capacity, rather than a busy person.

Peak Concurrent Trunk Calls is the figure to size SIP channels and licensing on. It reports the most external calls actually up at the same instant in each hour, split by direction, rather than a total that could never have occurred simultaneously. Add headroom above the busiest peak rather than provisioning to it.

One caveat applies to trunk reporting generally: inbound calls are attributed to a trunk only where the DID is associated with that trunk, so inbound-by-trunk depends on that association being maintained.

Voicemail reads the voicemail store directly rather than inferring from call records, so it reports what is actually sitting in mailboxes: message counts, age, disk used, and a per-mailbox breakdown.

Because inventory and traffic are two different sources, the section can legitimately show messages on disk while reporting no voicemail traffic in the period - the messages arrived earlier. Widen the range if you want the calls that produced them.

Routing

DIDs reports inbound volume and outcome per number, with friendly names rather than internal identifiers.

IVR Analytics is the auto-attendant report. Menu Usage divides callers into those who continued - reached a ring group, queue, voicemail or agent - and those who abandoned in the menu by hanging up while still in it. What happens after routing is not in this section; that belongs to Inbound and Hunt Groups.

The rest of the section is about menu design rather than volume. Destination types show where callers end up, Caller Engagement and Repeat Visits show callers who hit the same menu more than once within a single call, and Timeouts by Menu shows where nobody pressed anything. Repeat visits and timeouts concentrated on one menu are the usual evidence that its wording or its options need work. Menu Call Flow then lists each option key with its destination, press count and response time.

Hunt Groups reports ring groups, and collapses member legs so that a call ringing six phones is one call rather than six. The same caller and DID within 180 seconds is also collapsed inside a group, so a caller who redials immediately does not inflate the count.

Step Funnel shows, for each step, how many devices were dialled, how many calls were offered, how many were answered at that step and how many rolled to the next. Where the last step is a queue, that is a handoff rather than an ending - the wait and abandon figures after it live in Contact Center Analytics.

Answer Speed and SLA measures speed of answer as ring time on the answering leg, and scores the group against its own service level threshold and goal. The fixed 15, 30 and 45 second columns beside it are diagnostic only; the headline figure is the one measured against the configured threshold.

Overflow / Multi-Group Calls covers calls that reached more than one ring group, by parallel ring or cascade. Entry Group is where the call first landed and Ended At is the group that answered, or Abandoned if none did. A large gap between the two is what overflow looks like in practice, and it usually means the first group is understaffed rather than that the second is doing well.

Analysis

Duration Analysis buckets talk time for answered calls, shows mean duration by weekday, and lists calls over five minutes of talk time with direction and the extension involved.

Peak Hours is the hour-by-weekday heatmap with busiest days and peak concurrent periods.

Caller Insights is about the people calling rather than the calls, and counts callers, not calls:

  • One-Time vs Repeat Callers and Call Frequency show how repeat-heavy the caller base is.
  • Top Area Codes and By State / Region show where callers are, derived from the number.
  • When Regulars Call is a weekday-by-hour heatmap restricted to callers with two or more calls, which is a better staffing guide than total volume when regulars matter more than one-off enquiries.
  • Callers You Keep Missing ranks callers with at least three calls and two misses by miss rate. It is a prioritised callback list.
  • Top Repeat Callers Not in CRM lists frequent callers with no matching contact or lead. Note the scope difference against the card above it: the card counts every distinct caller missing from CRM, while the table is the repeat-only subset, so the two figures are not meant to match.

Call List and Call Detail

Call List is the record-level view most drill-downs open. Call Detail assembles one call into a story across its legs, which is the section to use when a call went through a menu, a ring group and a transfer and you need to see what happened in order.

Opening Call Detail without a call selected has nothing to assemble - reach it by clicking a call rather than from the section list.

Organization administrators see extension numbers here, not the underlying SIP device or trunk names. Where a leg was carried by a device or a carrier trunk rather than a plain extension, the name is left blank instead of being shown, because those names identify platform infrastructure shared with other organizations. System administrators see them in full.

Access

The category is available to administrators whose role includes call reporting. Organization administrators see their own organization only. The Trunks section is restricted to system and global administrators, since carrier detail is a platform concern.

Sections can be hidden per organization from Limits on the Tenant form.