Read your call and text analytics
Totals and daily charts on every plan. Pro and Scale add reply times, busiest hours, what callers asked about, how they felt, per teammate numbers and export.
Select Analytics in the sidebar. Pick 7 days, 30 days or 90 days at the top. To look at one number, pick it under Numbers in the sidebar.
Owners and admins see Calls and texts across your team. Members see Calls and texts on your numbers, meaning the numbers they own.
On every plan
- Calls: the total, split into in and out.
- Missed calls: how many, as a share of incoming calls, and how many left a voicemail.
- Talk time: the total and the average per call.
- Texts: sent and received, and how many could not be delivered.
- Calls per day and Texts per day charts.
Each tile also compares with the same number of days before, as a percentage up or down.
On Pro and Scale
| Section | What it tells you |
|---|---|
| Reply time | The median time to answer after a text or missed call, and the share answered within an hour. |
| Replied | How many people who texted or missed you got a text or call back within 7 days. |
| Answered by AI | Calls the AI receptionist took, time on them, cost, and how many it marked urgent. |
| Voicemails | Voicemails left, next to all missed calls. |
| Busiest hours | When incoming calls and texts arrive, by day and hour. |
| What callers asked about | Topics AI pulls from transcribed calls, voicemails and AI receptionist messages. |
| How callers felt | Happy, neutral or unhappy, by the end of each call. |
| Teammates | Answered, made, missed, talk time, texts sent and reply time for each person. |
| Numbers | Calls in, calls out, missed, texts sent and texts received for each number. |
Topics and mood show up a few minutes after calls are transcribed. They come from recorded calls, voicemails and AI receptionist calls, so turning on recording for a number gives you a fuller picture.
In the Teammates table, missed calls and reply time count on the numbers each person owns. A teammate who has left stays in the table for the period, marked as left.
Export every call
- Pick the date range and, if you like, a single number in the sidebar.
- Select Export next to the date range.
- A CSV file with every call in that range downloads, ready for a spreadsheet.
Export is on Pro and Scale.
Putting it to work
- A high missed call share at certain hours is a sign to add business hours or the AI receptionist for those times.
- A slow reply time often means texts are waiting on one person. Try assigning conversations to spread the load.
- Recurring topics are good candidates for a phone menu option or a saved template.