Call Analytics
Volume, answer rate, duration and misses read straight off the call detail records the switch already wrote. This is the telephony half of the house, and it does not pass through the chart engine.
Six statements against the call records
4 of 6 returnedThirty days unless you set both ends. Series grouping is day, week or month.
None. The response is sent with store-nothing headers, so a refresh is a real read. No prior window is computed either.
disposition = 'answered'OR (status = 'completed' AND duration_total > 0)
disposition IN ('busy','no_answer','failed')OR status IN ('failed','busy','no_answer','cancelled')
Ignores calls of zero seconds, so an attempt that never connected cannot drag the mean down.
- contacts
- deals
- pipelines
- products
- vendors
- lead_sources
- contact_stages
- users
- roles
- teams
- tenant
- any telephony table
Product figures from the platform’s own defaults - not customer averages
How it works.
It reads the call records themselves
Six statements against the workspace's own call detail table, written as SQL rather than assembled through an object mapper. Nothing is sampled and nothing is exported first, so the figure on the screen is a count of rows that exist.
Answered and missed are defined, not assumed
Answered means a disposition of answered, or a completed status carrying a duration above zero. Missed is the union of busy, no-answer and failed dispositions with the failed, busy, no-answer and cancelled statuses. Average length ignores calls of zero seconds so an unconnected attempt cannot drag the mean down.
What the six statements cover
Totals and rate, the inbound against outbound split, eight statuses counted apart, a count per day for the volume bars, per-extension volume and handle time, and per-queue volume, wait and abandonment reconstructed from the step log a call leaves behind.
It sits beside the widget catalogue, not inside it
The reporting catalogue registers eleven CRM and platform modules and no telephony table, because a call detail record is not a CRM object and joining it as one would cost the SQL its shape. Telephony figures come from this page, at the price of not being a tile you drag onto a board.
One moment in every number.
Every number passes through the same seven. Call Analytics is the lit one, and everything either side of it is a different page in this category.
- 01Query
what is asked, and of what
- 02Shape
the measure and the dimension
- 03Draw
the visual chosen for that shape
- 04Arrange
where it sits on a dashboard
- 05Filter
narrowing it after the fact
- 06Drill
going from the number to the rows
- 07Share
who else gets to see it
The specifics.
8 facts- Source
- The workspace's call detail table, plus its step log for anything queue-shaped
- Window
- The last thirty days unless you set both ends yourself
- Series grouping
- Day, week or month, set on the page and passed straight through to the statement
- Directions
- Inbound and outbound are the two the query counts. Internal is a third value on the column and no figure reports it
- Caching
- None. The response is sent with store-nothing headers so a refresh is a real read
- Comparison
- The window you set, counted as it stands. Period against period lives on the widget side
- Surfaced
- The four headline figures, the daily bars, the direction and status splits, and the per-extension and per-queue tables
- Not the same as
- Widget Studio, which builds against CRM modules and leaves these tables to this page
What this is assembled from.
A number on a dashboard was built somewhere before it was drawn. These are the parts it is made of.
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The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Reporting & Analytics
See call analytics on your own floor.
Thirty minutes, your numbers and your data. We will set call analytics up live and you can decide from the thing itself rather than from this page.
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