Follow current calls
Use the dashboard’s online-call view to see active call status and duration.
All features
Call Reports & Analytics
See the activity. Understand the pattern.
Move from current call activity to individual call records and performance summaries. Review volume, answer rates, talk time and spend in the portal.
Call activity Overview
VolumeAnswer rateTalk time
Live activity · History · Performance
Different questions.
The right view.
Choose a view based on whether you need to follow activity, investigate a call or understand a trend.
Review performance
Explore daily, monthly and all-time summaries, alongside agent and phone-number reporting.
Inspect call history
Narrow the call list by period, number, agent, direction or outcome. Export records for further analysis.
How it works
Start broad.
Then look closer.
A summary shows where to investigate. Individual call records provide the detail.
Choose the reporting period
Start with the timeframe relevant to your review, from the current day to a longer performance period.
Compare the measures
Review call volume, answered and failed calls, answer rate, talk time and spend together. One measure alone rarely explains the full picture.
Find the underlying calls
Use Call Reports to filter the call history. Review available details and export the selected records when you need to continue the analysis elsewhere.
Keep each measure
in perspective.
These views describe calling activity; they are not a substitute for the conversations themselves.
- Answer rate
- Read the proportion of answered calls alongside the volume and destinations in the same period.
- Talk time
- Consider total and average talking time together with the number of answered calls.
- Call recordings
- When recorded audio is available, recordings and transcripts can add context to the call record.
A few useful
details.
Ask our teamCan I filter individual calls?+
Yes. Call History includes period, number, call ID, agent, destination, direction and outcome filters, among other options.
Can I view activity by agent or phone number?+
The performance reporting area includes agent and phone-number views.
Are exports available?+
Call History provides export controls and a view of export jobs. Use the portal to choose the scope of the data you need.
Are recordings included in every report?+
Only calls with available recorded audio can provide a recording. Audio access and transcription have their own usage charges.
Look closer at your calling activity.
Open performance reporting or investigate individual calls in Call Reports.