Call Analytics & Metrics
To access this feature, open your CRM Dashboard and click on Analytics. From the menu, select Overview & Reports to inspect organization-wide calling metrics and performance.
Setup Instructions
Step 1
Navigate to the Analytics tab on the left navigation sidebar to view your primary executive metrics.
Step 2
Inspect the top-level KPI widgets displaying Total Calls, Answered Calls, Missed Calls, and Average Talk Duration.
Step 3
Click on the Date Filter in the top right corner to select Today, Last 7 Days, This Month, or custom date ranges.
Step 4
Filter by specific telecalling groups or departments to isolate team productivity trends.
Step 5
Scroll down to the Hourly Call Traffic chart to identify peak customer response windows.
Step 6
Review the Agent Leaderboard breakdown to compare connection rates across individual telecallers.
Step 7
Click Export Excel to download formatted performance reports for executive audits.
Got Questions?
Frequently Asked Questions
Metrics refresh in real time. As soon as an agent ends a call on their phone, the data syncs to the analytics engine within seconds.
Yes, use the 'Agent Filter' dropdown at the top of the analytics page to view isolated statistics for any specific team member.
No, talk time strictly measures connected conversation duration. Ringing time is tracked separately.