The Analytics dashboard
Three charts that answer the questions Overview only raises: how volume moved, how callers felt, and how calls actually ended.
8 min readUpdated 26 August 2026
Analytics calls itself comprehensive insights and performance metrics. In practice it is one stat strip and three charts, and the three charts are chosen well: they answer how much, how did it feel, and how did it end.
Overview tells you something changed. This is the page where you find out what.
Picking a period
Unlike Overview, this page does not offer preset ranges. Two controls sit at the top right, Start period and End period, and you set both.
That is more work for a quick look and better for a real question, because the honest comparison is usually a specific fortnight against the fortnight before it, not whatever this month happens to contain so far.
The stat strip
Tip
Successful shows the count and the percentage together, which saves the arithmetic that people get wrong when comparing two periods of different sizes.
| Number | What it is |
|---|---|
| Calls | Total in the period |
| Avg duration | Typical call length |
| Total cost | What the period cost |
| Avg cost | Cost per call |
| Successful | Count, with the percentage beside it |
| Top sentiment | The most common mood |
Calls by Date
Daily call volume over the period you selected, as a line.
What this is for is spotting shape rather than reading values. Spikes that line up with a campaign. Quiet weekends. The day a phone number stopped working, which shows up as a cliff rather than a dip.
Call Sentiment
A donut with a count beside each grade, described as the distribution of sentiment across calls. There are five grades in total.
- Very Positive
- Positive
- Neutral
- Negative
- Very Negative
Tip
The legend only lists grades that actually occurred, so seeing four is normal and does not mean a grade is missing. If Very Negative is absent, none of your calls were graded that way.
Neutral being the largest slice is the usual result and is not a problem. Most calls are transactional. The number to watch is the Negative pair moving as a share, not their absolute size.
Careful
This card is populated by the Sentiment Analysis switch in each agent's Conversation intelligence panel. An agent with it turned off contributes nothing here, which reads as a quiet week rather than as missing data.
Call Disconnect Reasons
How calls ended, as a bar per reason with counts underneath. This is the card most people scroll past and the one that explains the most.
| Reason | What happened |
|---|---|
| User | The caller hung up. On most accounts this is the tallest bar and that is normal |
| Agent | The agent ended the call itself, which needs Let the agent end calls to be on |
| Timeout | The call hit a limit rather than finishing |
| Timeout User_away | The caller stopped responding and the call timed out waiting |
| Voicemail | The call reached voicemail |
| Answering machine | The call was answered by a machine |
| Wallet depleted | The balance ran out mid-call |
Reading this card is mostly about proportions. A large Timeout User_away share means callers are drifting away mid-conversation, which is a length or a pacing problem rather than a script problem. Voicemail and answering machine bars on an outbound campaign tell you your list is reaching machines, which is a list problem.
Careful
A Wallet depleted bar of any size is worth acting on immediately. It means real calls were cut off mid-sentence because the balance hit zero, and nothing else on this page will look obviously wrong when it happens.
Common questions
- Why can I not pick Last 7 Days here?
- Analytics uses exact dates rather than presets. Set Start period and End period yourself. Overview is the page with the quick ranges.
- My sentiment chart is empty.
- Sentiment is produced by the Sentiment Analysis switch in an agent's Conversation intelligence panel. With it off, calls are not graded and nothing reaches this chart.
- Only four sentiment grades are listed.
- The legend shows the grades that occurred. There are five in total, and any with no calls simply do not appear.
- Most of my calls ended with User. Is that bad?
- No. It means the caller hung up, which is how most finished calls end. It is the other reasons, and how their share changes, that are worth reading.
- What is Timeout User_away?
- The caller stopped responding and the call ended waiting for them. A large share of these usually points at calls running long or the agent pausing too much.
- What does Wallet depleted mean?
- The balance reached zero during the call and the call was cut off. Top up, and set the balance alerts so it does not happen again.
Was this helpful?