Metric Cards
Understand the four summary KPIs displayed at the top of the Reports page.
Metric Cards
The top of the Reports page displays four metric cards that summarize your call operations for the selected date range.
Available Metrics
| Metric | Icon | Description |
|---|---|---|
| Total Calls | Phone | Total number of calls handled by all agents in the selected period |
| Answer Rate | Checkmark | Percentage of calls that were completed or answered successfully |
| Avg. Duration | Clock | Average call length across all calls, displayed in a human-readable format (e.g., 2m 30s) |
| Emails Sent | Number of post-call summary emails sent during the period |
How Metrics Are Calculated
Total Calls
Counts every call record associated with your agents within the date range, regardless of outcome.
Answer Rate
Calculated as:
Answer Rate = (completed + answered) / total calls * 100Only calls with a status of completed or answered count toward the numerator. Calls that failed, timed out, or went unanswered reduce this percentage.
Average Duration
The arithmetic mean of all call durations in seconds, converted to a readable format:
- Under 60 seconds: displayed as
Xs(e.g.,45s) - Under 60 minutes: displayed as
Xm Ys(e.g.,3m 15s) - Over 60 minutes: displayed as
Xh Ym(e.g.,1h 12m)
Emails Sent
Counts email log entries with a sent status linked to your agents within the date range. This reflects post-call summary emails configured in your agent's behavior settings.
Tip
If your Answer Rate is low, review your agent's prompt and greeting message. Callers are more likely to stay on the line when the agent responds naturally and quickly.