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The phone Analytics page shows how your phones are doing: how many calls came in, how many were answered and by whom, which ones were missed, when people call most, and where the calls came from. Use it to staff the busy hours and to spot missed calls. This guide reads Northwind’s last 7 days: two calls, both answered by its AI assistant through Talk live on the website.

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Open Analytics

Click Communications in the left rail, then Insights at the top, then Analytics. Pick Last 7 days, Last 30 days or Last 90 days. Days and hours are shown in your browser’s time zone, and the page says which.
Last 7 days, Last 30 days and Last 90 days, outlined; the tiles Calls 2, 2 incoming, 0 outgoing or other; Answered 100%, 2 of 2 incoming calls, by your team or the AI, and Answered by AI 2, the AI receptionist, or Talk live on your website, both outlined; Missed 0; and Calls per day, with one bar on Oct 23 answered by AI

Calls, and who answered them

  • Calls: every call, incoming and outgoing.
  • Answered: the share of incoming calls your team or the AI picked up.
  • Answered by AI: calls the AI receptionist answered on the phone, and Talk live calls on your website.
  • Missed: incoming calls nobody picked up, including ones that went to voicemail.
Calls per day draws a bar for each day with calls, split into answered by your team, answered by AI, missed, and outgoing or other.

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Find your busiest times

Busiest times is a grid of the days of the week and the hours of the day. The darker a square, the more calls came in then. Northwind’s two calls were on Friday, one in the morning and one in the early evening.
Busiest times: a grid of Sunday to Saturday by hour, with two squares on Friday, one mid-morning and one around 6 PM, outlined; Where calls came from, Talk live on your website 2, outlined; and Answered by your team, No calls answered by your team yet

When calls come in, and where they came from

Use it to put people on the phones when calls are busiest, or to let the AI receptionist take the quiet hours.

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See where calls came from and who answered

  • Where calls came from splits calls by the source of the number they called, such as the tracking number on an ad, and Talk live on your website.
  • Answered by your team lists how many incoming calls each extension answered, most first.

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Good to know