Statistics

• Go to Statistics.
• In the top right corner, choose whether you want to view incoming or outgoing statistics.

If you click on Inbound at the top right of the page, you can find statistics for all incoming calls.

On the left side, you’ll find the following statistics:

• Hour: Displays the times when calls were received.
• Connected Calls: The first number indicates how many calls were offered, while the second number indicates how many were actually answered.
• %: The percentage of answered calls.
• Average: Shows the average call duration.
• Total: The sum of your call durations.

Note: Total time is calculated from the moment a notification, IVR menu, queue, or voicemail is encountered in the dial plan. If none of these are in your dial plan, the time is counted from when the call is answered.

Percentage of answered calls

In the middle of the page, or on the right side on smaller screens, you’ll see a circle graph labeled: ‘Percentage of answered calls’.

• A call is considered answered if it is picked up using a registered device on our platform.
• If we forward the call to an external destination and it is answered there (this can include an IVR menu at the external destination), it is also counted as answered.
• If you have call confirmation set up and press 1 to accept the call, it is counted as answered.
• Calls are also considered answered if the caller reaches voicemail and hears the beep. If the caller hangs up before the beep, it is not counted as an answered call.

This means that a notification, queue, or IVR in the platform is not considered an answered call.

Note: If you have opening hours and callers hear a notification or voicemail outside of these hours, your percentage of answered calls may be lower than expected. Pay attention to when calls are not being answered; it may primarily be outside of opening hours.

Total Call Duration

Below the circle graph, there is a bar chart that displays your received calls and their total duration during those times.

Availability

Under the total call duration bar chart, you’ll find a chart that shows when you were most available to take calls.

Overview

The overview is located on the left side of the screen, or you can scroll down to find it on smaller screens. This section provides a summary, including the number of attempts (incoming calls), the number of answered calls, the percentage of answered calls, and their total duration.

Filters

The Filters section is located on the left side of the screen or beneath the overview stats. Here, you can select a day, week, month, or an entire year. Additionally, you can choose a specific number for which you want to view the statistics.

Note: There was an update to the statistics page. Before this update, a notification was considered an answered call. Due to this change, there may be a difference in your percentage of answered calls.

If you click on Outbound at the top right of the page, you can find statistics for all outgoing calls. On the left side, you’ll find the following statistics:

• Total: Total number of outgoing calls.
• Completed: An outgoing call that has been answered or has gone to voicemail, with the beep played.
• Unanswered: Only a dial tone was heard.
• Busy: The dialed number was engaged.
• Cancelled: The dialed number was unreachable.
• Average Time: The average call duration.
• Total Time: The sum of call durations.

Filters

On the right side, you’ll find the Filters section. Here, you can select a day, week, month, or an entire year. Additionally, you can choose one or multiple specific VoIP accounts for which you want to view the statistics. After making your selections, click on Show Statistics.

Number of Calls Per Hour

At the top left of the general statistics section, you’ll find the Number of Calls Per Hour. This is displayed using a bar chart, allowing you to view the distribution of calls throughout the day.

Percentage of Completed Calls

On the right side of the general statistics section, you’ll find the Percentage of Completed Calls. This provides an overview of completed, busy, answered, and canceled calls. You can click on any of these options to exclude it from the overview.