Analytics: how your agents are doing
Quick answer
To see your numbers:
- Select Analytics in the sidebar.
- Choose a date range: 7 days, 30 days, 90 days or Custom dates.
- Switch between Overview, Breakdowns and Agents.
- Select Download CSV to export the daily figures.
Analytics shows how your agents are doing and when customers call. Use it to see whether call volume is growing, whether callers leave happy, which agent handles the most calls and which hours you should staff or cover. Numbers include every agent on your account.
Open Analytics
- Select Analytics in the sidebar (under Insight & automation).
- Pick a date range: 7 days, 30 days, 90 days or Custom dates.
- Read the six cards at the top, then open a tab for detail.
The key numbers
Card | What it means |
|---|---|
Calls | Calls your agents answered in the range. |
Minutes | Minutes used, which count toward your plan. |
Avg length | Average call length. |
Positive | Share of callers who sounded happy. Calls without a mood are left out. |
Short calls | Share of calls under 10 seconds, often hang-ups or wrong numbers. |
Summary coverage | Share of calls with a written summary. |
The three tabs
- Overview: calls per day, minutes against your plan, and caller mood over time.
- Breakdowns: short-call rate, summary coverage, languages, average length by agent, the most common call details and a peak-hours heatmap.
- Agents: a leaderboard comparing your agents.
Act on what you see
- A rising Short calls share can mean callers hang up during the greeting. Shorten the first sentence on the agent's Controls tab.
- A falling Positive share is worth a look in Calls: filter by Caller mood and read a few transcripts.
- Use the peak-hours heatmap to plan staff cover and check your Hours in Bookings match when people want to book.
- Low Summary coverage usually means the note taker is off for an agent. Turn it on in Skills › Note taker.
Export the numbers
Select Download CSV to export the daily series for the range you picked. To export individual calls instead, use Export CSV in Calls. See How to review calls and transcripts.
Each agent's own Overview tab also shows its last 30 days: calls answered, meetings booked, payments received and follow-ups created.
A simple weekly routine
- Open Analytics with 7 days selected and compare Calls and Minutes with the week before.
- Check Positive and Short calls. If either moved sharply, open Calls and read a handful of transcripts from that period.
- Open Breakdowns and look at the peak-hours heatmap and Languages to confirm your agent speaks the languages your callers use.
- Open Agents to see which agent handled the most calls and whether any agent needs attention.
- Note anything to fix and make the change on the agent's Controls or Knowledge tab.
Minutes matter for your plan. If the Minutes chart is approaching your monthly allowance, check Settings › Usage & plan before you run out. See Plans and billing.
Common questions
Why don't the numbers match my Calls list?
Analytics leaves out test calls by default, while the Calls list can include them when Include test calls is on. Check that both views use the same date range and the same agent filter.
Can I see analytics for one agent only?
Yes. The Agents tab compares agents side by side, and each agent's own Overview tab shows its performance for the last 30 days.