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Thirdlane

Organization Analytics

Organization Analytics is the interactive reporting suite for one organization: call volume, inbound and outbound outcomes, extensions, DIDs, trunks, voicemail, contact center, CRM and related sections. Open it from Reports > Organization Analytics (opens in a new window).

It replaces the earlier Call Reports / Analytics menu label.

The categories

Reports are organized into categories, chosen from the dropdown at the top. Each category has its own sections in a list down the left.

CategoryCoversReference
CallsInbound, outbound and missed traffic; extensions, trunks and voicemail; DIDs, IVR menus and hunt groups; duration, peaks and caller insightsCall Analytics
Contact CenterQueues, service level, agents, pauses, answer speed, abandons, callbacks, traffic patternsContact Center Analytics
Internal CommunicationsExtension-to-extension calls and internal Connect chat, kept separate from customer trafficInternal Communications
CRMContacts, accounts, leads, deals, forecast and campaignsCRM Analytics
Users and AccessSign-ins, SIP registrations, feature usage and security findingsUsers and Access
EnterpriseRoll-up across the organizations in a multi-site group, where configured-
Platform AnalyticsFleet-wide view across all organizations, for platform administratorsPlatform Analytics

Four further categories are record-level browsers rather than chart sections: Call Detail Records, Recorded Calls, Message Detail Records and Contact Center Interactions. See CDR, Recorded Calls, Message Detail Records and Contact Center Interactions.

What you can do

  • Narrow by date range and filters - department, queue, agent, DID, extension, trunk, and others where relevant.
  • Drill from a chart into a Call List, and open a Call Detail story for one call. Most bars and slices are clickable.
  • Mark sections Essential or Optional, hide the ones you do not use, and schedule CSV email delivery from the gear icon.

Reading any of these reports

Three conventions apply throughout, and each one causes confusion when it is not known.

Answered means a live agent answered. A call that reached voicemail is not answered, and neither is one an auto-attendant picked up on the way through. Answer rates here are therefore lower than a raw switch report, and closer to what a caller would recognise as having been answered.

Charts change grain with range. Daily by default, weekly on longer periods. A chart that suddenly looks smoother has changed grain rather than the traffic having changed.

Comparisons use the previous period of the same length. A card comparing a seven-day view is comparing against the seven days before it, not against last month.

Hiding sections for an organization

On the Tenant form, Limits includes Hide report sections. Checked sections are hidden from Organization Analytics for every user of that organization. Transcription, Recordings, Messaging, Campaigns and Connect sections are also hidden automatically when the matching organization feature is off. Users can still personalize Essential / Optional / Hidden among the sections that remain.

Access

Availability follows the administrator’s role. Organization administrators see only their own organization. Two sections are restricted further regardless of reporting access: Trunks, to system and global administrators, and Users and Access, to platform administrators by default.

An administrator whose role does not include call reporting does not see the Calls, Contact Center and Internal Communications categories in the menu at all, rather than seeing them and finding them empty. Reaching one by its address reports that the reports are not available for the account.

Performance on large ranges

Reports read from summary rollups and CDR indexes where they can, and the interactive date range is capped by a configurable maximum so that a casual multi-year query cannot lock up the reporting database. Installations with very high call volumes can optionally feed a ClickHouse analytics store, which the Overview and Call List sections use when it is enabled.