Sign inRequest a demo

Call analytics

Know what happened to every call

Which calls were missed, why, and who followed up — plus how long customers wait and how each team handles its calls. Included with phone.systems™.

Request a demoTrack missed calls

Call analytics in phone.systems™ consists of call history — every call with its wait time, talk time, status, routing attempts, tags and notes — and call and user statistics such as average call duration (ACD), average wait time (AWT) and answer-seizure ratio (ASR). It is included with phone.systems™.

The questions call history answers

  • Which calls are being missed? Every unanswered call is marked Lost and stays on the list until someone resolves it.
  • Why are they missed? Wait times and routing attempts show whether callers gave up in a queue, rang a group nobody answered or reached a no-answer path.
  • Who followed up? A resolved call records who called back, with tags and notes for the next person.
  • How long are customers waiting? Average wait time (AWT) shows it across the account and per user.
  • Which teams handle calls well? Call and user statistics compare call volumes, answer rates and call duration.

Every call, with its outcome

Call history lists each call with its status, wait time, talk time and routing attempts, under the account's statistics.

Answered, Lost and Resolved calls with wait and talk time, under account-wide ACD, AWT and ASR.

Call history: four calls with their wait and talk times and Answered, Lost or Resolved status, under the account's ACD, AWT and ASR

From outcome to improvement

  • Understand call outcomes

    Every call is marked Answered, Lost or Resolved, so missed calls cannot disappear.

    • Answered
    • Lost and Resolved
    • Resolved by
    • Lost-call follow-up
    Track missed calls

  • Find where calls break down

    See how long callers waited and which users and call flow steps a call reached before it ended.

    • Wait and talk time
    • Routing attempts
    • No-answer paths
    Adjust call routing

  • Measure team performance

    Account-wide and per-user statistics show workload and answer rates.

    • ACD and AWT
    • ASR (answer rate)
    • User statistics

  • Add context

    Tags, notes and attachments explain what a call was about and what happens next.

    • Tags such as New lead
    • Notes and attachments
    • CSV export

Metrics and fields explained

Show definitions
Answered
The call was answered by a user.
Lost
Nobody answered. The call stays Lost until a user handles it.
Resolved
A lost call that someone followed up on; call history records who resolved it.
ACD (average call duration)
The average length of answered calls.
AWT (average wait time)
How long callers waited on average before their call was answered.
ASR (answer-seizure ratio)
The share of calls that were answered.
Routing attempts
Which users and call flow objects the call reached before it ended.
CSV export
Export call history to CSV for your own reporting.
Access
Users with the Agent role can open Call Analytics, so the people who answer the phone can work through lost calls themselves.

What call analytics covers

Call analytics in phone.systems™ combines a full call history with call and user statistics. It covers every number, user and call flow in the account and is found under Call Analytics in the admin area.

How calls are recorded in call history

  1. Every call is logged with its numbers, user, wait time, talk time and status: Answered, Lost or Resolved.
  2. The routing attempts — which users and objects of the call flow the call reached — are stored with it.
  3. Users add tags, notes and attachments to explain what the call was about and what happens next.
  4. Call statistics and user statistics summarise volumes and ACD, AWT and ASR.
  5. When call recording and AI call insights are enabled, the recording, transcript and summary are linked to the same call.

Where teams use it

Use call analytics to track missed calls, check whether routing changes worked, and plan who needs to be available at busy times. It is used most by support teams and managers responsible for response times.

Frequently asked questions

What is call analytics?

Call analytics is the reporting of call data — such as call volumes, lost calls, wait times, answer rates and call durations — to understand how a business handles its phone calls.

What do ACD, AWT and ASR mean?

ACD is average call duration, AWT is average wait time before a call is answered, and ASR is the answer-seizure ratio, the share of calls that were answered. phone.systems™ shows them in call statistics and per user.

How are missed calls tracked?

Unanswered calls are marked Lost. When a user calls the customer back and handles the request, the call can be marked Resolved, and call history records who resolved it.

Can I export call data?

Yes. Call history can be exported to CSV.

Can I add notes to a call?

Yes. Calls can have tags, notes and attachments, so colleagues can see the context of a call later.

Set up a phone system that fits how you work

Configure numbers, users and call routing in one place, and change them whenever your business changes.

Request a demo