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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 left rail, select Analytics to open its panel.
  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.

Figures on your company dashboard

The company dashboard uses these definitions:

  • Missed calls: incoming calls recorded as missed. Busy and failed incoming calls appear under Other incoming in the chart. Outgoing and internal calls do not count as missed.
  • Answered: answered incoming calls divided by all incoming calls in the selected period. With no incoming calls, the percentage is not available.
  • Average talk time: the average connected time of answered calls, including outgoing and internal calls. Ringing time is excluded. With no answered calls, this is not available.
  • Voicemail: unread messages in the mailboxes you can view on the Voicemail page. If messages cannot be loaded, the dashboard says so.
  • Phones online: extensions with at least one live phone registration or a mobile app reachable by push. Two devices on one extension count as one phone; extensions without a linked user are included.

Choose Today, 7 days or 30 days on the company dashboard. A day runs from midnight to midnight UK time, including British Summer Time. The longer ranges include today. The date pickers in Analytics also include the full start and end dates in UK time.

Call Analytics uses all call directions for its outcome totals and answer rate; its Missed total can include unanswered outgoing or internal calls. Its average duration divides connected call time by all calls. These differ from the company dashboard definitions above.

For the chart series, Usual comparison, Company / My day switch and Partial refresh, Could not be loaded and Not available messages, see Dashboard Attention and Missed callers. Unavailable figures do not mean zero: refresh, then raise a ticket if a loading problem persists.

Deal with dashboard actions

The company dashboard highlights problems in Attention and keeps a list of Missed callers to work through. The dashboard guide explains the actions and when entries clear.

Ask Olivia

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