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Course

Following calls and reports

What the dashboard, Analytics, the call list and the audit log tell you about how calls are being answered, and what each figure means.

  • 3 lessons
  • About 3 min of reading
  • For whoever looks after the team

Written by John, Owner and CEO. Last reviewed September 15, 2026.

Screen and button names are quoted as the portal shows them.

Lesson 1

The dashboard and who is waiting

1 min read

By the end, you can

  • Read the dashboard's cards.
  • See how many callers are waiting and who is free.
  • Fix the status of someone who forgot to change it.

Steps

  1. The dashboard shows calls in the last 24 hours, live calls, people online, the average wait, missed calls, unread voicemails, unread texts and the answer rate.
  2. Its “Needs attention” panel gathers the queue alerts, and Recent activity shows what just happened.
  3. Open Queues for the callers waiting, the longest wait, the average wait over the last hour and the people available.
  4. In Agents, set someone's status to Available, Busy or Offline if they left without changing it.

The waiting figures on Queues are for your whole organization, not for each team separately.

Read more

Check what you learned

Your answers are checked in your browser. Nothing is saved or sent anywhere.

  1. Someone went home still showing Available, and calls keep being offered to them. What do you do?
  2. Do the waiting figures on Queues show each team separately?

Show the answers
  1. Set their status to Offline in Agents A supervisor can change another person's status from Agents.
  2. No, they cover the whole organization They are organization-wide today.

Lesson 2

Analytics: volume, answer rate and service level

1 min read

By the end, you can

  • Pick a period and read the headline figures.
  • Find the busiest hours of the week.
  • Compare how each person is handling calls.

Steps

  1. Open Analytics and choose 7, 30 or 90 days.
  2. Read Total Calls, Avg Handle Time, Service Level (calls answered within 30 seconds) and Answer Rate.
  3. Use the Hourly Traffic Heatmap to see when calls arrive. It always covers the last 7 days, whatever period you picked.
  4. The per-person table shows total calls, answered calls and average duration; the status table shows each person's current status, how long they have been in it and how often it changed.
  5. Search the calls by contact, direction, person, status, start time, duration, recording and transfers.

Analytics and the call list cannot be exported to a spreadsheet. The audit log is the one list with a CSV export.

Read more

Check what you learned

Your answers are checked in your browser. Nothing is saved or sent anywhere.

  1. You picked 90 days. What period does the hourly heatmap cover?
  2. What does Service Level measure here?

Show the answers
  1. The last 7 days The heatmap is always a week, so its hours compare like with like.
  2. Calls answered within 30 seconds The card says so under its figure: answered within 30 seconds.

Lesson 3

Call records and the audit log

1 min read

By the end, you can

  • Filter the call list for missed calls.
  • Read a call's detail, including its notes.
  • Export the audit log to see what changed and who changed it.

Steps

  1. Open Calls and filter by Inbound, Outbound or Missed.
  2. Open a call to read its detail, including the holds and transfers along the way and the notes left on it.
  3. A person with the Agent role sees their own calls; Supervisor and Tenant Admin see the whole team's.
  4. Open Audit Log to see what was changed in your account and by whom, and export it as a CSV file.

Listening to a voicemail and deleting one are separate permissions, so a role can hear messages without being able to remove them.

Read more

Check what you learned

Your answers are checked in your browser. Nothing is saved or sent anywhere.

  1. Which of these can you export as a CSV file?
  2. A person with the Agent role opens Calls. Whose calls do they see?

Show the answers
  1. The audit log The audit log has a CSV export; the call list and Analytics do not.
  2. Their own Seeing the whole team's calls belongs to Supervisor and Tenant Admin.

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