Call analytics
You cannot fix a call path you cannot see.
Volume by hour, answer rate by team, how long callers wait before they give up, and which routes quietly drop calls. Analytics turns routing from a thing you configured once into a thing you can improve.
Diagram: each call record feeds a view of call volume by hour, plus answered rate per line, wait time before abandon and duration per team. The shapes shown are dimensions, not sample data.
What it solves
Missed calls do not announce themselves.
An unanswered call leaves almost no trace inside a business. Nobody files a ticket, nobody complains internally, and the caller usually just goes elsewhere. Without measurement the problem is invisible until it shows up as a revenue number nobody can explain.
- Find the hours where calls arrive and nobody is covering.
- See which routes end in voicemail more often than they should.
- Measure how long callers actually wait before hanging up.
- Compare teams and lines on the same terms.
How it works
Three things happen to every call.
Calls generate records
Every inbound call produces a record of its path and outcome.
Records are aggregated
Grouped by line, team, hour, destination and outcome.
Patterns become visible
The gaps in coverage stop being anecdotes and become something you can act on.
Capabilities
What you can build with it.
Availability of individual capabilities depends on your setup and destinations. We confirm what applies before anything is configured.
- Volume over time
- Calls by hour, day and week, so staffing can follow demand rather than habit.
- Answered and missed
- The split per line and per team, which is usually the number that changes behaviour.
- Wait and abandon
- How long callers hold, and the point at which they stop holding.
- Call duration
- Average handling time by team, useful for capacity and for spotting outliers.
- Per-route breakdown
- Which branch of a call flow calls take, and where they end.
- Exportable records
- Call detail records you can take into your own reporting.
What gets measured
A route you could read out loud.
The dimensions available on inbound traffic. Figures shown on this site are labels, never sample data.
Route definition
Illustrative- Source
- Call metadata — path, timing, outcome
- Grouped by
- Line, team, hour, destination
- Shows
- Answered, missed, queued, abandoned
- Also
- Wait before abandon, and handling time
- Export
- Call detail records into your own reporting
An illustrative example. Your route is written with you before anything is configured.
Use cases
Where it earns its place.
Staffing the right hours
Cover the times calls actually arrive rather than the times the office is open.
Proving a routing change worked
A before and after on answer rate, rather than a feeling that it seems better.
Finding the silent failure
The branch of an IVR that has been ringing an empty desk since March.
Coverage & compatibility
Will it work where you need it?
Destinations, number types and endpoint compatibility vary. Send us the specifics and we'll confirm what is available rather than publish a list that may not hold for your case.
FAQ
Common questions
Anything specific to your destinations, numbers or endpoints is confirmed directly rather than answered generically.
Do you record call audio?
Analytics and call recording are different things. Analytics works from call metadata — time, route, duration, outcome. If you need recording, that is a separate conversation with its own consent and retention requirements.
How far back does the data go?
Retention is set per account. Tell us what your reporting and any regulatory obligations require and we will confirm what can be held.
Can we get the raw records?
Yes. Call detail records can be exported so you can join them to whatever you already report on.
Next step
Ready to set up call analytics?
Tell us how your calls work today and where they need to go. We'll map the route with you before anything is configured.