Call Analytics
How many calls, how many were answered, how long they ran and how many were missed, counted off the call detail records the switch already wrote. Not a sample, and not last night's export.
Six statements against the call records
4 of 6 returnedThirty days unless you set both ends. Series grouping is day, week or month.
None. The response is sent with store-nothing headers, so a refresh is a real read. No prior window is computed either.
disposition = 'answered'OR (status = 'completed' AND duration_total > 0)
disposition IN ('busy','no_answer','failed')OR status IN ('failed','busy','no_answer','cancelled')
Ignores calls of zero seconds, so an attempt that never connected cannot drag the mean down.
- contacts
- deals
- pipelines
- products
- vendors
- lead_sources
- contact_stages
- users
- roles
- teams
- tenant
- any telephony table
Product figures from the platform’s own defaults - not customer averages
How it works.
It reads the call records themselves
Six statements against the workspace's own call detail table, read straight off it. Nothing is sampled and nothing is exported first, so the figure on the screen is a count of calls that happened rather than an estimate of them.
Answered and missed are defined, not assumed
Answered means a disposition of answered, or a completed status carrying a duration above zero. Missed is the union of busy, no-answer and failed dispositions with the failed, busy, no-answer and canceled statuses. Average length ignores calls of zero seconds so an unconnected attempt cannot drag the mean down.
What the page answers before anybody asks
Totals and rate, the inbound against outbound split, eight statuses counted apart, a count per day for the volume bars, per-extension volume and handle time, and per-queue volume, wait and abandonment reconstructed from the step log a call leaves behind.
Why you cannot drag this onto a board
The reporting catalog registers eleven CRM and platform modules and no telephony table. A call record is not a CRM record, and treating it as one would bend these counts out of shape. So the telephony figures live on this page, and the price of that is that they are not tiles you arrange on a board.
One moment in every number.
Every number passes through the same seven. Call Analytics is the lit one, and everything either side of it is a different page in this category.
- 01Query
what is asked, and of what
- 02Shape
the measure and the dimension
- 03Draw
the visual chosen for that shape
- 04Arrange
where it sits on a dashboard
- 05Filter
narrowing it after the fact
- 06Drill
going from the number to the rows
- 07Share
who else gets to see it
The specifics.
8 facts- Source
- The workspace's call detail table, plus its step log for anything queue-shaped
- Window
- The last thirty days unless you set both ends yourself
- Series grouping
- Day, week or month, set on the page and passed straight through to the statement
- Directions
- Inbound and outbound are the two the query counts. Internal is a third value on the column and no figure reports it
- Caching
- None. The response is sent with store-nothing headers so a refresh is a real read
- Comparison
- The window you set, counted as it stands. Period against period lives on the widget side
- Surfaced
- The four headline figures, the daily bars, the direction and status splits, and the per-extension and per-queue tables
- Not the same as
- Widget Studio, which builds against CRM modules and leaves these tables to this page
What this is assembled from.
A number on a dashboard was built somewhere before it was drawn. These are the parts it is made of.
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Some answers will not fit on the board that raised the question. A click leaves carrying the value it stood on, and lands on a board already narrowed to it.
Agents down the side, weeks across the top, and the number you care about in every cell. The shape finance asks for when a chart will not settle the argument.
A board on the wall gets read from across the room. Anything under target colors itself as the chart is painted, so a supervisor sees it without stopping.
The number that was promised, drawn across the same chart as the number that arrived, so the floor reads itself against its target, not yesterday's bars.
Nobody has to remember what last week looked like, or dig out the sheet it was written on. The same figure is counted again over the window before it.
The report that needs two exceptions and a date range stays one widget, instead of three tiles that nearly agree. Seventeen operators in a nested and-or tree.
Ten thousand plus never turns up before two hundred on a board the floor is watching. Group by day through year, by equal bands, or by breakpoints you set.
Six palettes, one a print set for the pack that goes in front of a client. Pin one to a tile and the series, axis, grid and tooltip all move together.
Send a client the board without giving them a login. The address works until the day you name, dies the moment you revoke it, and leaves a row explaining why.
A figure on the screen where the work happens, not on a board somebody must remember to open. Built once, worked out against the records of whoever opens it.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Reporting & Analytics
See call analytics on your own floor.
Thirty minutes, your numbers and your data. We will set call analytics up live and you can decide from the thing itself rather than from this page.
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