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Use the analytics dashboards

Find out how your calls, queues, voicemail, and IVR menus are actually performing, using the four analytics dashboards in your portal.

Who this is for: admins

Before you start

  • You'll need a few days of call, queue, or voicemail activity for the charts to be meaningful — a brand-new system won't have much to show yet.
  • No special setup is required. If you can see the Analytics section in the sidebar, you already have access.

Steps

  1. In the sidebar, select Analytics to expand the section.
  2. Choose the dashboard you want:
    • Call Analytics — overall call volume, answer/missed rates, busiest hours, and a leaderboard of your busiest extensions.
    • Queue Analytics — how your call queues are performing: answered vs. abandoned calls, wait times, service level, and agent performance.
    • Voicemail Analytics — voicemail volume, read vs. unread rates, and average response time.
    • Advanced Analytics — IVR menu flows (which options callers pick, and where they drop out) and a second view of voicemail activity.
  3. Use the date pickers near the top of the page to set the range you want to look at, and (on Call Analytics) the Hourly / Daily / Weekly / Monthly buttons to change how the results are grouped.
  4. Select Refresh to pull the latest figures, or Export/Export Data to download the current view as a CSV file. Voicemail Analytics doesn't have a manual Refresh button — its data reloads automatically whenever you change the date range.

Screenshot

Screenshot of the Analytics section expanded in the sidebar, with the Call Analytics dashboard open showing the date range picker, summary tiles, and the call flow chart.

What each dashboard is good for

  • Call Analytics is the best starting point for a general health check — total calls, answer rate, missed calls, peak hours, and your top extensions by volume. It also has an AI Signal panel that can generate a short written summary of trends and risks, using its own 24h / 7d / 30d time-range selector — independent of the date range you set above.
  • Queue Analytics is for anyone running a call queue or team of agents — it shows abandon rate, service level (the percentage of calls answered within 30 seconds), and a per-agent breakdown of calls handled and answer rate.
  • Voicemail Analytics is useful if you want to know whether messages are being picked up promptly — it breaks down read vs. unread messages and shows which extensions get the most voicemail.
  • Advanced Analytics is for tuning your IVR menus — the IVR Flow Analytics tab shows which digit callers press most often at each menu and where they hang up before finishing, so you can spot a confusing or missing option.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.