Call Analytics

Call Analytics on your Telzio Dashboard provides reporting metrics on calls, messages, queues, and users. Metrics can be sorted by phone number, queue, business hours, and date.

Reporting Metrics for Calls

  • Number of outgoing calls
  • Number of incoming calls
  • Number of internal calls
  • Total calls
  • Average call duration
  • Missed calls

Reporting Metrics for SMS

  • Number of outgoing texts
  • Number of incoming texts
  • Number of internal texts
  • Total texts

Reporting Metrics for Queues

  • Average time in queue
  • Average call duration
  • Total number of calls
  • Average time to abandon (caller hung up or pressed 0 to exit the queue)
  • Call volume 
    • Number of calls completed
    • Number of calls hung up by caller
    • Number of calls that exceeded the hold time
    • Number of total calls

Reporting Metrics for Users

  • Top active users
  • Number of inbound calls
  • Total duration of inbound calls
  • Number of outbound calls
  • Total duration of outbound calls
  • Number of internal calls
  • Total duration of internal calls

Telzio Call Reporting Metrics