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Understanding your analytics

Updated by everreach

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The analytics dashboard shows you what's happening with your inbound calls — call volume, busy times, missed-call rates, average call duration, and how each of your numbers is performing. There are two views: account-wide (across all your numbers) and per-number.

Account-wide analytics are admin-only. Per-number analytics are available to anyone with access to that number.

Where to find your analytics

  • Account-wide: open Analytics from the menu (admin only)
  • Per-number: open Reception, pick the number (click the number's name at the top of the page to switch), and go to the Analytics tab

What you'll see

Both views start with four headline numbers for the date range you've selected:

  • Total Calls
  • Answered Calls
  • Missed Calls
  • Avg Duration

Under the headline numbers, the Key Insights panel picks out anything notable about the period — for example, your peak time, your answer rate, or whether missed calls are up or down.

Below that, a set of charts:

  • Call Volume Over Time — answered vs missed calls over the period, broken down by day or hour
  • Hourly Distribution — how many calls came in during each hour of the day across the selected period; the peak hour is highlighted at the top
  • Call Breakdown — the mix of call outcomes for the period: Answered, Voicemail, Missed, no message, and Error
  • Call Heatmap — call volume across day-of-week and hour-of-day, useful for spotting patterns

The account-wide dashboard adds two extra sections:

  • Performance by Number — compares stats across each of your virtual numbers side by side
  • Day of Week Distribution — which days of the week are busiest

Changing the date range

Use the date range picker at the top to choose Last 24 Hours, Last 7 Days (the default), Last 30 Days, or Custom Range. All the metrics and charts on the page update to match.

Exporting your data

Click the Export CSV button to download your analytics for the selected date range. This is for the dashboard data — for a CSV of individual call records, see the export option in the Inbox.