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Using VoIP Analytics for Audio Calls and SMS


View call and SMS data in Analytics > VoIP. See data broken down by time and department by adjusting the filters at the top right. 

In this article:

  • Reading Call Overview 
  • Understanding SMS Metrics 
  • Viewing Call Analysis 

Reading Call Overview

The Calls Overview graph collects information about all audio calls. 

The graph shows: 

  • Outgoing Calls (the leftmost, blue bar): the total number of calls made by agents
  • Incoming Calls (the middle, green bar): the total number of calls made by the customer
  • Missed Calls (the rightmost, red bar): the number of calls agents missed
  • Average Call Time (the gray, dotted line): the average length of a call

Hover over a segment of the graph to see details for that time. 

The bottom section displays Average Response Time: the time it took an agent to respond to an incoming call divided by the total number of calls. Use this data to determine where and when agents need support. Consider writing a Business Rule to help out during peak periods. 


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Understanding SMS Metrics 

In addition to calls, the VoIP analytics page also records data on SMSes interactions.

The SMS Metrics graph shows: 

  • Outgoing SMS (the leftmost, blue bar): the total number of SMSes sent by agents and bots
  • Incoming SMS (the middle, green bar): the total number of SMSes received by agents and bots
  • Failed SMS (the leftmost, red bar): the total number of SMSes that failed to be delivered 
  • Average Response Time (the gray, dotted line): the average time it took agents to respond to incoming SMSes

Hover over a segment of the graph to see details for that time. 


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Viewing Call Analysis 

Use Call Analysis to gain a better understanding of where and when customers are dropping calls.

The graph shows: 

  • People Added in Call (the leftmost, blue bar): the number of people added to a call 
  • People Left IVR (the middle, yellow bar): the number of people that left during the IVR (Interactive Voice Response) phase of the call 
  • People Left from Hold (the rightmost, red bar): the number of people who left while they were on hold
  • Average Hold Time (the gray, dotted line): the average time a person was on hold

Hover over a segment of the graph to see details for that time. 

Totals for each of the metrics are collected below the graph.


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Customers left on hold for too long often form negative opinions about a product or service. Avoid lengthy holds by discovering when holds are happening and addressing them.


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