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Call Analytics

See what every call is telling you.

Answered rate, missed calls, peak hours and outcomes by team and period, with the totals behind every percentage, so staffing decisions start from what actually happened.

Why it matters

You can’t staff for calls you can’t see.

Without call data, managers guess at when the phones are busiest, which team misses the most calls and whether callers actually get help. Complaints are often the first signal.

Call analytics shows the pattern by hour, team and outcome, so you can move a lunch break, add coverage at peak times or follow up on missed calls before they become lost customers.

Call and business analytics on a Noxtill laptop dashboard

Interface and key controls

See the details that keep work moving.

Change the period and team, select a metric for its definition, and tag recent calls. Every number shows its denominator.

Calls by hour · Oct 5–11, 2026

AnsweredMissed
8AM9AM10AM11AM12PM1PM2PM3PM4PM5PM
Answered Rate316 of 369 inbound calls were answered (86%).All teams · Oct 5–11, 2026 · denominator is every inbound call to the line.

Outcome Tags · recent calls

Oct 9 · 10:14 AM CT · Support · +1 (615) 555-0127 · 5:42
Oct 9 · 12:31 PM CT · Support · +1 (615) 555-0148 · Missed
Oct 8 · 3:02 PM CT · Sales · +1 (629) 555-0190 · 8:15

How call analytics works

A clearer way to work.

  1. 01Filter period and teamPick a week, a team or a single line.
  2. 02Compare answered and missedSee both counts and the total they come from.
  3. 03Inspect callsOpen the calls behind any hour or number.
  4. 04Tag outcomesMark calls as resolved, follow-up needed or sale opportunity.
  5. 05Plan staffingAdjust breaks and coverage around real peaks.
Furniture store showroom with sofas and coffee tables

Business scenario

A practical day in the business.

Cedar & Pine Furniture Co. in Nashville, TN has a sales line and a support line. Support supervisor Jasmine Hughes reviews calls every Monday morning.

  • Mon 8:30 AM — Jasmine filters last week, Support team. Missed calls cluster between 12 and 1 PM.
  • 8:40 AM — She opens those calls: most are delivery-time questions, tagged “Follow-up needed”.
  • 8:55 AM — She staggers two lunch breaks so the support line is covered at noon.
  • Next Mon — She compares the same hour, week over week, with the call totals shown.

Business scenarios and exceptions

Designed for real-world exceptions.

Every percentage shows the total it comes from and the period it covers. Incomplete or unavailable data is labeled as such, never filled in.

Complete periodAll calls for the period are in. Numbers show their denominator, such as “212 of 240 calls answered”.
Still syncingToday’s calls are still coming in. Totals are marked as partial until the day closes.
Data unavailableThe phone provider didn’t return data. The period shows as unavailable rather than zero.

FAQs

Call analytics questions.

Related: IVR & Call Menus · Auto Dialer & Power Dialer

Which call metrics can managers review?

Answered rate, missed calls, peak hours, average call duration and outcome tags, filtered by period and team.

How is answered rate calculated?

Answered calls divided by all inbound calls to that team in the selected period. Both numbers are always shown next to the percentage.

Can I compare teams and time periods?

Yes. Switch between teams and periods to compare the same hours side by side.

Are the numbers on this page real?

No. They are fictional sample data for illustration. Your dashboard shows your own calls.

Who should use call analytics?

Sales managers, support supervisors and owners who decide staffing, breaks and follow-up based on call volume.

Make staffing decisions from real call data.

Start a 14-day free trial or book a demo to see call analytics for your team.