Review Call Center Metrics and Hourly Call Traffic
Use Call Center and Calls by Hours to review call demand, missed calls and talk or waiting times for a selected period.
Open Analytics → Call Summary. Use Call Center for operational indicators and Calls by Hours to locate periods of higher received or missed-call activity.
Set the context
- Confirm the business/location.
- Select Call Center or Calls by Hours.
- Choose the period, or select Custom and set From date and To date.
- Click Search and wait for the report to finish loading.
- Read the displayed range and account time zone before comparing another period.
Read the Call Center indicators
- Calls Received: the received-call count displayed for the report.
- Calls Answered and Missed Calls: review successful answering and missed activity separately.
- Calls In Waiting List: the waiting-list indicator shown by this view.
- Average Talk Time and Longest Talk Time: compare typical duration with the longest conversation reported.
- Average Wait Time and Longest Wait Time: compare average waiting with the longest wait reported.
Read each label independently. Do not assume that adding cards will reproduce another report's total or that an average explains every caller's experience. A long wait can be hidden by an otherwise low average.
Distinguish live calls from period activity
The Active Calls indicator explicitly points to the Active Calls screen for live count updates. Use Calls → Active Panel-Calls when you need current call activity. The period selected in Call Summary is the context for reviewing the report; it is not a replacement for live monitoring.
Use the hourly charts
Calls by Hours contains separate Received Calls by Hours and Missed Calls by Hours charts. Compare the same hour labels and date range. Identify hours with substantial incoming demand and examine whether missed calls concentrate in those hours.
For a multi-day range, interpret the chart in the displayed range rather than assuming a point describes one particular date. Recheck a narrower day when you need to investigate a specific incident. Use All Calls to find the underlying records and Call Summary's extension or number views to narrow the operational context.
Turn the report into a review
Compare similar weekdays and periods, then investigate routing, business hours or staffing where the records support it. To see whether missed callers later reached someone, use the call recovery report: missed-call volume alone does not show recovery. For downloads, use the documented summary-table or CDR export controls; the Call Center view does not present the same table export buttons.