Available on Business Phone Pro and Ultra plans.
Unlock Essential Small Business Metrics
Insights gives businesses accurate and actionable data about their call activities with charts, tables, and the ability to filter, customize, and even schedule report delivery to your inbox. Take advantage of the following pre-built reports:
- Call Lists: Abandoned Calls, Internal, Session, Unreturned Abandoned Calls, User, and Microsoft Teams Call List
- Caller ID and DID Reports: Area Code, Country, Location, Number, Number Type, Top Dialed Numbers, and Top Received Numbers
Existing customers can enable this feature with our Experience and Support teams.
Compare Your Call Analytics Options
With call analytics, businesses gain real-time insights into call volumes, employee availability, and customer interactions, enabling smarter staffing and reducing missed calls. Tracking peak call hours, monitoring productivity, and tagging outcomes offer valuable visibility into both performance and customer service quality. This transparency enhances workforce management, allowing seamless oversight of remote teams and live performance tracking to maximize productivity. Explore the options below to see which reporting solution best meets your needs.
Insights
Take advantage of essential call metrics like:
- Call Lists: Abandoned Calls, Internal, Session, Unreturned Abandoned Calls, User, Microsoft Teams Call List
- Caller ID and DID Reports: Area Code, Country, Location, Number, Number Type, Top Dialed Numbers, Top Received Numbers
Advanced Call Reports + Call Tagging
All options from Insights as well as:
- Call Tagging: Call Tag Summary
- Call Lists: Recorded Calls, Segment, and Trunk to Trunk
- Performance Reports: Abandoned Calls by Day, Abandoned Calls by Time, Abandoned Calls by Day & Time, Service Level by Day, Service Level by Time, and Service Level by Day & Time
- Time Based Reports: Day, Week, Month, Time, Duration, Hold Time, Ring Time, and Talk Time
- User and Device Reports: Device, Parking Slot, User, User Group, Voicemail Box, and Completed by User
- Caller ID and DID Reports: by DID, Service Number, State, Outgoing Calls by Caller ID Name, and Outgoing Calls by Caller ID Number
- Teams Reports: User, Meeting, and External Tenant
- Account Reports: Calls by Account and Service Level by Account
Contact Center
All options from Advanced Call Reports + Call Tagging as well as:
- Queue Reports: Queue Call List, Calls by Queue, Calls by Queue Name, Calls by Time, Calls by Day, Calls by Day and Time, and Queue Performance
- Agent Reports: Agent Away Reason Summary, Agent Status Detail, Agent Status Summary, Agent Summary, and Calls Completed by Agent
Keep an Eye on Call Activity with Dashboards
Included with Insights and Advanced Call Reports
While detailed reports give you a full picture of your call activity for analysis, managers also need the ability to quickly glance and ensure operations are flowing smoothly – especially for remote or busy teams. Get a high-level view of the activities occurring on your phone system, customized for what matters most to your business. Dashboards offer a tiled layout with quick metrics, tables, and charts.
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CRM Integration
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