Frequent caller analytics allow you to track and evaluate your most active contacts over any selected time frame. In this guide, you’ll learn how to view your top 50 callers, customize your dashboard columns, and understand key customer engagement metrics to improve your team's performance.

Monitor and analyze your most frequent callers

1. Understand key performance metrics

Navigate to your dashboard to view your most active contacts and get a high-level overview of their interactions.

1. Contacts: 50 frequent callers.
2. Incoming Call: View your answered vs. missed calls. Hover your mouse over the total to see the exact distribution between incoming and missed interactions.
3. Duration: See the total duration of all incoming calls during your selected period. Hover over this total duration to view the minimum, maximum, and average call lengths.
4. Outgoing Calls: Monitor the exact number of outgoing calls your team has placed to each contact.
5. Call Frequency: Track the average amount of time that passes between consecutive calls from the same contact within your chosen time frame.
6. IVR: Identify whether a call originated from an IVR system and see the exact IVR menu name.
7. Transfer Rate: Measure the percentage of calls from a contact that were transferred to another agent or IVR out of their total calls. Hover over this percentage to see the detailed transfer ratio.
8. Agents: Identify which specific agents have interacted with the customer.
9. Tags: View all custom labels and categories applied to each call to understand the context of their inquiries.

2. Customize your analytics dashboard columns

Tailor your workspace to display only the metrics that matter most to your team's specific tracking needs.

1. Click on the column customization settings.
2. Check the boxes to add specific columns, or uncheck them to remove unnecessary fields.

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 Regularly check your frequent callers' transfer rates and call frequencies to identify potential support bottlenecks or high-maintenance accounts that might benefit from a dedicated account manager.

3. Set frequent caller 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 use frequent caller analytics and can proactively optimize your workflows to ensure your most active customers receive top-tier support!