Call Analytics
Analyze call data with filters, search, and CSV export to track agent performance.
Call Analytics
The Call Overview page provides tools to analyze your call history, identify trends, and export data for external reporting.
Filtering Calls
Use the filter system to narrow down calls by multiple criteria.
Search
Type in the search bar to find calls by phone number, agent name, or other details. Results update as you type.
Filter Panel
Click the Filters button to open the filter panel with the following options:
| Filter | Description |
|---|---|
| Date Range | Set a start and end date to view calls within a specific period |
| Agents | Select one or more agents to filter by |
| Status | Filter by call status (Completed, Answered, In Progress, Ringing, Failed, Busy, No Answer) |
| Direction | Filter by Inbound or Outbound calls |
Active filters display as badges below the search bar, showing exactly which filters are applied. The filter button also shows a count of active filters.
Clearing Filters
- Click the X button next to the search bar to clear all filters at once
- Or open the filter panel and click Clear All
Call Statuses
Calls can have the following statuses:
| Status | Description |
|---|---|
| Completed | Call ended normally after a conversation |
| Answered | Call was picked up and is in progress or ended |
| In Progress | Call is currently active |
| Ringing | Call is ringing but not yet answered |
| Failed | Call failed due to a technical issue |
| Busy | Called number was busy |
| No Answer | Call was not answered within the timeout period |
Exporting Data
Export your filtered call data as a CSV file for use in spreadsheets or external analytics tools.
- Apply any desired filters to narrow down the data
- Click the Export CSV button in the top-right of the calls card
- A CSV file downloads automatically with a name based on the date range
The exported CSV includes all call fields: date, time, duration, agent, phone numbers, status, direction, and any extracted variables.
Tip
Apply date range filters before exporting to keep file sizes manageable. Exporting without filters downloads all call history.
Call Details
Click on any call in the table to view its full details, including:
- Recording playback with seek and speed controls
- Full transcript with speaker labels and timestamps
- Extracted variables configured in follow-up
- Call metadata (IDs, timestamps, phone numbers)
See Recordings and Transcripts for more details.
Pagination
The call list displays 10 calls per page. Use the pagination controls at the bottom to navigate:
- Previous / Next arrows to move between pages
- Page numbers to jump to a specific page
- On mobile, a compact page indicator shows the current position (e.g., "3 / 12")
Best Practices
Regular Review
- Review call data weekly to spot patterns in failed or transferred calls
- Use status filters to focus on problematic calls first
- Compare performance across different agents
Date Ranges
- Use date range filters to compare week-over-week or month-over-month trends
- Export data periodically for long-term tracking in external tools
Agent Comparison
- Filter by individual agents to compare their success rates
- Identify which agents handle the most calls
- Look for agents with high failure rates that may need prompt adjustments