What call statistics are available for Groups?

Group call statistics provide admins with key real-time insights into inbound calls. On the group details page, you can analyse various metrics for each month, helping you track call activity efficiently.

If a queue is enabled, admins can also monitor the current number of waiting callers and the average wait time over the past 30 days. Data can be filtered by month, going back up to one year.

For better visualisation, call availability is displayed as a graph, allowing you to assess daily performance. Additionally, data can be downloaded as a CSV file with hourly breakdowns. This helps identify peak call times and optimize staffing schedules accordingly. The feature can be activated for one or multiple groups as a free option under Contracts & Products in the account dashboard.

Explanation of metrics

• Inbound Calls: Total number of calls received on the group’s phone number within the selected period.
• Answered Calls: Total number of calls answered by group members. If a queue is enabled, this includes calls picked up after waiting.
• Missed Calls: Total number of calls that were not answered. This includes forwarded calls (to another number or voicemail) and calls where the caller hung up while waiting in the queue.

• Answer Rate: The percentage of answered calls compared to total inbound calls.
• Voicemail Messages: The number of messages left on voicemail (if enabled as a forwarding option).

• Average Call Duration: The average length of all answered calls, including forwarded calls.