After you've enabled Phone as a channel in your inbox, you'll be able to monitor your team's calling activity and performance.
Create a calls report
Go to Reports and create a new report, then select the Calls template to get started quickly. This is great for viewing call volume, predicting coverage needed, and analyzing teammate productivity.
You can also use a range of call metrics and attributes to create your own custom report on the Advanced or Expert plan.
Use the calls report template to see
Inbound calls
Outbound calls
Messenger calls
Call duration
Call in queue time
Call talk time
Calls by direction
Inbound call state
Medium call talk time
Medium call in queue time
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Learn more about calls metrics in the Calls dataset.
Customize the calls report template
The calls report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Calls report use cases
Workload management
Identify changes in call volume to scale your team effectively.
Call effectiveness
Identify changes in call effectiveness, and queueing times for customers.
Customer experience
Identify trends in how customers are experiencing calls, by the reason calls are ended, the time spent talking, and the time spent on hold in a queue.
Teammate performance
Identify teammate performance in terms of new calls, inbound calls, outbound calls, and call talk time for each teammate.
Useful calls report filters
Take a deeper dive into your calls report by adding filters at the top of the screen to specify a date range, select a call type, or filter by a specific data attribute.
To see only inbound or outbound calls, filter by Call direction.
Note:
The date range filters by the time that calls were placed at.
The teammate filter will include any teammate who talked on a call, and in the case of outbound calls, the teammate who placed the call.
Only calls that have ended are included in the chart data.
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