Skip to main content

Call Statistics and Analytics

The statistics section aggregates key call center performance metrics for your selected date range. Data updates automatically and helps you evaluate call volume, service quality, and operator efficiency.

Selecting a Date Range​

At the top of the page, select the start date and end date. All cards, charts, and tables recalculate automatically when the period changes.

"Overview" Tab​

Six core metric cards:

  1. Inbound calls: total number of incoming calls during the selected period.
  2. ASA (Average Speed of Answer): average time in seconds it takes operators to answer a call.
  3. SLA: percentage of calls answered within your target threshold (configurable, 20 seconds by default).
  4. Abandonment: percentage of callers who hung up before an operator answered.
  5. AHT (Average Handle Time): average duration of a handled conversation.
  6. Average quality score: average rating left by customers after calls.

Additionally displayed:

  1. hourly missed calls chart;
  2. summary breakdown: answered, missed, unique missed callers, and called back.

"By Operators" Tab​

A detailed performance table for each operator:

  1. operator (name and extension number);
  2. total calls;
  3. answered calls;
  4. answer rate percentage;
  5. average talk duration;
  6. ASA (average speed of answer);
  7. average quality score.
Tip

Operator statistics can be exported to CSV for further analysis in Excel or Google Sheets.

"By Queues" Tab​

For each queue, the table shows:

  1. total calls;
  2. answered calls;
  3. SLA percentage;
  4. average wait time in seconds.

This helps identify overloaded queues and rebalance agent assignments.

"Missed Calls" Tab​

Three headline indicators:

  1. Total missed: total number of unanswered incoming calls.
  2. Unique numbers: how many distinct callers did not get an answer.
  3. Called back: how many of those missed callers were subsequently called back.

An hourly distribution chart highlights peak times when missed calls spike.

Important

If missed calls are consistently high during specific hours, consider scheduling more operators for that shift or enabling auto-callback.

How to Act on the Metrics​

  1. Rising ASA: operators are struggling to keep up with incoming volume. Add agents to the queue or streamline your IVR.
  2. Falling SLA: add more operators during peak hours or adjust your SLA threshold.
  3. High abandonment: callers are hanging up while waiting. Enable auto-callback and review queue wait times.
  4. Low operator quality score: listen to the operator's call recordings and provide targeted coaching.
Regular monitoring routine
  1. check ASA and SLA daily;
  2. analyze missed calls by hour to plan shift coverage;
  3. export operator performance reports weekly;
  4. compare metrics across queues to balance load;
  5. track average quality scores across departments.

Next, explore Call Recordings and Quality Review and Auto-Callback: Rules and Scenarios.