Call Analytics
Every Call Counted. No Exports, No Guesses.Call analytics software that counts every call straight from your call records.
See how many calls your team made and took, how many were answered, how long they ran and how many were missed. Break it down by day, by extension and by queue. Every figure is counted from the call records themselves, so it’s never a sample or last night’s export.
- Every call, not a sample
- By rep and by queue
- Last 30 days by default
How it works
- Calls happenInbound and outbound, on every line
- Each call is loggedThe phone system writes its record
- Counted when you lookRead fresh every time you open it
- You read the floorBy day, by extension, by queue
Know What the Phones Did, Without Asking Anyone.
Every figure is a count of calls that happened, read from the call records each time, never sampled or cached.
Missed is always busy, no answer, failed or canceled. Average length leaves out zero-second attempts, so dropped dials don’t drag it down.
Call volume and handle time for every extension, so you know who is carrying the phones.
Volume, wait time and abandoned calls for every queue, rebuilt from the steps each call took.
Your Call Reports in Three Steps.
Open Call Analytics
It opens on the last 30 days: totals, answer rate, inbound against outbound, and calls per day.
Set Your Dates and Grouping
Pick both ends of any window, and group the volume bars by day, week or month.
Read Reps and Queues
Compare call volume and handle time by extension, and volume, wait and abandoned calls by queue.
What Is Call Analytics Software, and What Does It Count?
Call analytics software counts your team’s phone calls and breaks them down: how many came in and went out, how many were answered or missed, and how long they lasted. It is the core of call center reporting, and it answers “how did the phones do?” without anyone building a spreadsheet.
Adoptiv reads the call records your phone system already writes, every time you open the page. Nothing is sampled, cached or exported first. A call counts as answered when it was marked answered, or completed and lasted more than zero seconds. The missed call report gathers busy, no-answer, failed and canceled calls, and average length leaves out zero-second attempts. Every refresh is a fresh read of the records.
Beyond the totals and the call answer rate, you get inbound and outbound calls side by side, all eight call statuses counted apart, call volume by day, week or month, and a table per extension with volume and average handle time. Call queue reports show volume, wait and abandonment for each call queue.
Call figures live on this page rather than as tiles on dashboards, because a call record is not a CRM record and counting it as one would skew the numbers. To watch calls as they happen, use live monitoring.
Call Center Reporting Without the Export.
Answered calls and the answer rate beside the total, with answered defined the same way every time.
Busy, no-answer, failed and canceled calls, plus all eight statuses counted on their own.
The split between the calls your team took and the calls it made.
Daily bars for the window, or grouped by week or month.
For Whoever Gets Asked How the Phones Went.
Call Analytics vs Exports and Spreadsheets.
| What | Phone system exports | With Adoptiv |
|---|---|---|
| How fresh | Phone system exports: As of the last export | With Adoptiv: Read from the call records each time you open it |
| Sampling | Phone system exports: Often a sample or a summary | With Adoptiv: Every call counted |
| What “missed” means | Phone system exports: Whatever the person building it decided | With Adoptiv: Busy, no-answer, failed and canceled, every time |
| Per rep and per queue | Phone system exports: Another pivot, another afternoon | With Adoptiv: Tables on the same page |
| On a dashboard | Phone system exports: Pasted into slides | With Adoptiv: Not as tiles: call figures stay on this page |
Call Analytics Questions, Answered.
What is call analytics software?
Software that counts and breaks down your team’s phone calls: how many were made and received, answered or missed, and how long they lasted. Adoptiv counts straight from each call’s record, so the figures match what actually happened.
What counts as an answered call?
A call marked answered, or one that completed and lasted longer than zero seconds. The answer rate is shown beside the totals.
What counts as a missed call?
Busy, no-answer, failed and canceled calls. All eight call statuses are also counted on their own, so you can see which kind of miss is growing.
What dates does it cover?
The last 30 days when you open it. Set a start and an end date to look at any other window, and group the volume bars by day, week or month.
Is the data up to date?
Yes. Nothing is cached: every time you open or refresh the page, it reads the call records again.
Can I compare this month with last month?
Set the dates for each month in turn. This page counts the window you set; automatic period-over-period comparison is on dashboard tiles, not here.
Can I put call figures on a dashboard?
Not as tiles. A call record isn’t a CRM record, and counting it as one would skew the figures, so call numbers stay on this page.
Are internal calls counted?
No. The figures cover inbound and outbound calls. Calls between your own extensions are not reported.
What is average handle time?
How long a rep’s calls last on average. Adoptiv shows call volume and handle time for each extension, and the page’s average call length leaves out zero-second attempts.
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