Analytics
Volume, quality, sentiment and spend — the numbers that tell you whether the agent is earning its keep.
On this page
Analytics aggregates every call you've ever made into six headline numbers and two charts. It's read-only — there's nothing to configure, and the figures are computed fresh each time you open it.
Overview → AnalyticsThe six numbers
| Metric | Meaning |
|---|---|
| Total calls | Every call, all time. |
| Minutes | Total talk time. |
| Avg quality | Mean quality score out of ten, across scored calls. |
| Spend | What it has cost you, all time. |
| Inbound | How many people called you. |
| Outbound | How many calls you made. |
The inbound/outbound split is more revealing than it looks. It tells you whether you've bought a receptionist or a sales tool — and whether that matches what you thought you were buying.
Calls over the last 14 days
A trend line of daily volume. Use it to spot:
- The rhythm of your week — which days are busy, so you can staff around it.
- The effect of a campaign — an obvious spike on the day you ran one.
- Something breaking — a flat line where there shouldn't be one.
Note
Days with no calls are simply absent from the chart rather than drawn as zero, so gaps compress rather than showing flat stretches. Read it as a sequence of active days, not a strict calendar.
Sentiment breakdown
How your callers felt: positive, neutral, negative — plus unknown for calls that weren't analysed.
Sentiment is the single most useful quality signal in the product, because it's the only one measured from the caller's side rather than yours. A rising negative share is an early warning that something about the agent has stopped working — usually stale knowledge or a change in what people are calling about.
Careful
If everything shows as unknown and average quality shows a dash, your plan doesn't include AI call analysis, or you've used up the monthly allowance. Volume, minutes, spend and direction all still work — they don't depend on it. See Plans & limits.
Reading it well
The cards are all-time; the chart is 14 days. They will not add up, and that's expected.
Quality scores are relative, not absolute. A 7/10 average isn't good or bad on its own — what matters is whether it's moving. Note today's number and check again after you change the agent.
Watch the ratio, not the count. Fifty calls a day is meaningless without knowing how many turned into bookings. Pair this page with your pipeline stages in Contacts.
What isn't here yet
Being straight about the limits:
- No date range picker. The window is fixed at 14 days for the chart, all-time for the cards.
- No filtering by agent, number or campaign.
- No export.
For anything more specific, the call log has the underlying detail, and the API can pull raw call data into your own reporting.
Costs
The spend figure is all-time call charges. For the breakdown — what each call cost, number rent, top-ups and add-ons — go to Billing, which has the itemised ledger.