Read the analytics dashboard

Understand call volume, duration, and per-agent performance to evaluate how your agents are performing.

The analytics dashboard shows call activity across your workspace. Use it to track trends, evaluate agent performance, and identify issues.

Open the analytics dashboard

Access the dashboard and filter the data you want to analyze.

Go to Analytics from the sidebar.

At the top of the page, use the filters to refine your view:

• Date range
• Agent
• Call type
• Search by call ID or caller

These filters control what data is shown across all charts and tables.

Read summary metrics

These metrics give you a quick snapshot of overall activity and help you spot unusual patterns, such as sudden drops in volume or changes in call duration.

• Total calls: Number of completed calls.
• Total duration: Combined duration of all calls.
• Success rate: Percentage of successfully completed calls.
• Active agents: Number of agents that handled calls.

Use these metrics to quickly assess overall activity and spot unusual patterns, such as sudden drops in volume or unexpected changes in call duration.

Understand overview charts

Below the summary metrics, the dashboard shows key charts in the Overview tab.

Daily call activity

This chart shows how many calls happen over time.

Use it to:

• Identify trends in call volume.
• Spot increases or drops in activity.
• Understand how campaigns impact call volume.

Call type distribution

This chart shows how calls are distributed by type.

Examples include:

• Click-to-call
• Phone call

Use this to:

• Understand how calls are being generated.
• Identify which channels are most active.

Analyze call

Use the charts to understand how activity changes over time.

• Daily call trends show how many calls occur each day. Use this to identify spikes, drops, or changes in activity.
• Hourly activity distribution shows when calls happen during the day. Use this to identify peak hours and adjust your campaign schedule.

Review performance insights

Use the Analysis tab to understand deeper performance patterns.

Key insights:

• Longest call: Identifies unusually long conversations.
• Peak hour: Shows when activity is highest.
• Busiest day: Indicates the day with the most calls.

These insights help you understand workload patterns and when your system is under the most demand.

Compare agent performance

Also in the Analysis tab, you can evaluate how each agent is performing.

For each agent, review:

• Total calls handled
• Total and average call duration
• Overall activity level

Use this section to:

• Compare performance across agents.
• Identify top performers.
• Spot agents that may need better instructions or configuration.

Review detailed call data

Use the Details tab to inspect individual calls and investigate specific issues or patterns.

Each entry includes:

• Date and time
• Call type
• Caller
• Duration
• Status

Use this view when you need to understand what happened in specific calls or identify recurring patterns.

For deeper analysis, open individual calls from the call history to review transcripts and see how conversations unfolded.

Use analytics to improve performance

Use analytics data to identify issues in agent behavior or campaign configuration.

Common patterns to watch for:

• Very short calls Users may be hanging up quickly. Review the opening message.
• Low call volume Campaign may not be running as expected. Check schedule and time zone.
• High success rate but low engagement Calls are completing but not achieving the goal. Improve instructions or call flow.

Next steps

Here are the recommended next steps after completing this guide:

• Review call history and logs: Analyze individual calls and read transcripts to understand behavior.
• Write effective agent instructions: Improve how your agent responds based on analytics insights.