Analytics

The five Analytics views, what each measures, and how to export a report for a date range.

What you will achieve

You will know which view answers which question.

Open Analytics. At the top right, choose a date range, or Export Report to save the current view. The tabs below the title switch views:

Tab	What it shows
Overview	Total calls, Successful calls, Success rate, Avg. duration and Total agents, with Call performance, Call outcomes, Top agents and Hourly distribution.
Calls	Call volume over the range, Direction and Duration breakdowns, and a Calls table you can search and filter by outcome.
Agents	Agents with calls, Busiest agent, Avg. calls per agent and Total cost, with an Agent leaderboard.
Performance	Avg. p95 latency (the slowest typical reply time), Quality score, Cost per call and Total talk time, with Response latency, Latency distribution, Caller sentiment and Cost per call charts.
Conversions	Appointments booked, Conversion rate, Reviewed calls and Cost per booking, with a Conversion funnel, Top intents and Conversion rate by day.

Success rate and conversion rate are worked out over reviewed calls only, so calls without a summary do not drag them down.
A conversion is a call whose outcome is appointment_booked.
Latency is shown as a 95th percentile ("p95"): 95% of replies were faster than this.
Cost figures come from each call's stored cost (see Costs).

Pick a short range that includes a test call you made and confirm it appears in Total calls.

Figures match the calls in History for the same range.

Everything shows zero or "—". There are no calls in the range, or none reviewed yet.
Conversion rate is blank. It needs reviewed calls.

Something here does not match what you see in the dashboard? Let us know.