Reading your analytics

The Analytics tab turns your calls into trends. Use it to see how your agents are performing, when your phones are busiest, and where to improve.

What the charts show

• Call volume over time — how many calls you're handling, and the trend. Watch for growth and spikes.
• Sentiment — the mix of positive, neutral, and negative caller sentiment. A drift toward negative is a signal to review recent calls.
• Resolution — how often calls are resolved versus needing follow-up. Rising resolution means your agent is answering more on its own.
• Busiest hours / days — when calls cluster, so you can plan staffing and after-hours coverage.
• Per-agent performance — compare your agents if you run more than one.

How to use it

1. Open Analytics.
2. Scan the headline charts for anything unusual — a volume spike, a dip in resolution, a rise in negative sentiment.
3. When something stands out, drill into the relevant call records to see why.
4. Adjust your agent's instructions or knowledge and watch the trend respond.

Turning insight into action

• Low resolution on a topic? Add or clarify that information in your knowledge base.
• Negative sentiment in a time window? Listen to those calls — there may be a recurring issue.
• Heavy after-hours volume? That's exactly the gap your 24/7 agent is closing — make sure it's set up to book and capture, not just answer.

Next step

Reach out to customers proactively with Outbound calling.