Call analytics allows you to measure and track your team's overall phone communication performance. In this guide, you'll learn how to navigate your Call Analytics page, filter your metrics, and understand key data points like service levels, call duration, and missed call processing.

Navigate and understand your call analytics 

1. Evaluate your service levels and call volume

Navigate to your analytics dashboard to begin filtering your call data for specific teams, guidelines, or time periods.

Overview

Review how effectively your team is answering incoming calls and analyze your overall volume.

1. Service Level : Your service level represents the percentage of answered incoming calls out of the total incoming calls received. You can analyze this metric using two different modes:

• Basic mode: Only considers calls answered within a pre-configured timeframe, without applying any other criteria.
• Advanced mode: Includes missed calls that were called back, anonymous calls, and internal calls. This provides a more complete and fair view of actual performance by highlighting callback efforts and internal collaboration.

2. Total calls : This metric displays your total call volume, which is divided into outgoing and incoming directions:

• Outgoing calls: Separated into Connected (answered by the recipient or redirected to voicemail) and Not connected (unable to reach the recipient, such as when the caller hung up before ringing or the call failed).
• Incoming calls: Separated into Answered (picked up by an agent or handled by an IVR where the "Consider as missed" option is deactivated) and Missed (any call that isn't answered by an agent or by an IVR with the "Consider as missed" option activated). Note that internal calls are not counted.

3. Total Call Duration : This metric tracks the breakdown of the duration of all incoming and outgoing calls. It only takes into account the actual talk time, completely excluding caller wait time. Use this to measure the actual volume of voice exchanges and team engagement over your selected period.

Call Duration Metrics

Track your customer wait times to measure team engagement and workloads.

1. Wait time: The average amount of time a caller must wait before an agent answers (includes ringing time, queue time, and hold time).
2. ACD (incoming): The average call duration for incoming calls. This only measures talk time and does not include hold time or after-call work duration.
3. ACD (outgoing): The average call duration for outgoing calls. This only measures talk time and does not include hold time or after-call work duration.

Missed Call Overview

Analyze how missed calls are handled by your team and track the average response time.

1. Missed Calls processing status : Calls are only counted as missed for one person. If multiple people don’t answer the same call, the missed call is only counted once (for the agent that was called first). Please note that not all missed calls are considered as needing to be processed (e.g., missed calls handled via IVR).

• Unprocessed: Missed calls that have not been called back.
• Processed: Missed calls that were called back or successfully answered.
• Not applicable: Calls that cannot be processed, such as incoming anonymous calls or internal calls.

2. Processed missed calls by channel : Indicates the specific communication channel your agent used to process the missed call (Phone callback, SMS, Email, or Ignored).
3. Average missed calls processing time: The average time it takes for an agent to call a customer back after a missed incoming call. This metric only tracks direct phone callbacks and excludes follow-ups made via SMS or email.

Heatmap

The Heatmap uses color-coded graphics to display hourly activity data over the course of a week.
Check this article for more details about the Heatmap : 🔗 How to check your trends using the Heatmap

History

Use the interactive trend graph to select specific metrics and adjust how your historical call data is represented.

1. Select the type of history you want to analyze from the dropdown menu:
    
   • Total calls: The total volume of both incoming and outbound calls processed.
   • Service level: The percentage of incoming calls answered within your target time window.
   • ACD (Average Call Duration): The average duration of active conversations.
   • Total call duration: The cumulative speak time of all your connected calls.
   • Avg. wait time: The average duration callers spent in a queue or ringing before an agent answered.
   • Total wait time: The combined wait duration of all incoming calls.
   • Advanced service level: Detailed service percentage calculations including callback and ring-back metrics.
   • Unique callers: The number of unique phone numbers that interacted with your system.
   • Avg. abandon time: The average time callers stayed in queue before hanging up.
   • Avg. hold time: The average duration callers spent on hold after being answered.
   • Total hold time: The cumulative time callers spent on hold during active calls.
      
2. Hover your mouse over any specific data point on the graph to display detailed hover-cards.
3. Select your preferred time interval (Month, Week, Day, Weekday, or Hour).
4. Choose your graph layout type (Line, Bar, or Area).

Leaderboard

Compare performance across your entire team by analyzing the real-time agent leaderboard

1. Review individual agent bars to track and compare the following performance metrics:
    
   • Total calls: The combined sum of all calls handled by the agent.
   • Incoming calls: The total number of inbound calls directed to the agent.
   • Missed calls: The total number of incoming calls missed by the agent.
   • Answered calls: The total number of incoming calls successfully answered by the agent.
   • Outgoing calls: The total number of outbound calls placed by the agent.
   • Incoming/outgoing calls: The comparative ratio of received versus dialed calls for the agent.
   • Total call duration: The total cumulative talk time logged by the agent.
   • Unique callers: The total number of distinct contacts reached or answered by the agent.
   • Time to contact: The average time spent by the agent before a successful contact is established.
      
2. Hover your mouse over any agent's horizontal bar to see a pop-up window with detailed breakdowns.

2. Set call filters

Start by choosing your primary criteria to narrow down your call logs.

Basic filters

Select the option : All calls, Only IVR, Only direct line, or Personalize. Select the Call type : Answered calls, Missed, Went to voicemail, Outgoing, or Outgoing calls not connected. Define the Date range : a specific period or select a preset date range. Select specific Markers Select Countries. Choose Contacts to filter further.

Advanced filters

Refine your list by targeting specific call setups or system outcomes. Choose whether to Exclude or select Only this type for your selected filters.

Nature of the Call

• Inter-Ringover calls: Focuses on internal calls made between Ringover users.
• Transferred calls: Isolates calls that were forwarded from one user or queue to another.

Particular Status

• Calls where no keypad option was selected: Calls where the caller reached an IVR menu but hung up or was routed without pressing a key.
• All users in call flow unavailable: Calls routed to a queue or team where every designated agent was offline, busy, or on snooze.
• Outgoing calls answered by a machine: Outbound calls where the system detected an answering machine or voicemail instead of a live recipient.
• Calls received outside of working hours: Incoming calls that arrived outside of your configured business hours.

Specific call elements

• Calls with notes: Calls containing written agent feedback.
• Calls with survey responses: Calls where the customer completed an after-call survey.
• Calls with recorded conversations: Calls with audio recordings available.
• Calls with voicemail messages: Calls where the caller left a voicemail.
• Calls answered by Airo: Calls handled by Ringover’s AI agent system.

Duration Type

Refine your list by adding duration thresholds. Make sure to select either "Exclude" or "Only this type" for each duration threshold to ensure you don't return unrelated call history. Click in the middle to not take it in account.

1. Select a metric (Total call duration, Total talk time, Time spent in call queue, Duration of calls put on hold, Ring duration, After-Call Work duration, or Time spent in IVR menu).
2. Set your time interval threshold using minimum or maximum options.

Transfer Management 

Choose how to treat transferred calls:

• Multiple calls: Logs each leg of a transfer as a separate call record.
• A single call: Groups the entire transfer chain into a single call record. 
• If choosing A single call, decide when it counts as answered (A call is answered, The first call is answered, or The last call is answered)

Selecting "A single call" combined with "The last answered call" is a great best practice to keep your team leaderboards clean and prevent double-counting of transferred calls.

Tags

1. Select the AND / OR logic search option.
2. Filter tags by color, search for tags by name, and select them to apply the filter.

🎉 You now know how to analyze your call analytics!