What Analytics shows
| Section | What it is for |
|---|---|
| Engagement overview | Weekly calls and messages in one chart. |
| Calls this week | Call count and change compared with the previous week. |
| Messages this week | SMS conversation activity and weekly change. |
| Appointments booked | Booking volume and weekly change. |
| Average call duration | Typical call length and week-over-week change. |
| Call outcomes | Completed, transferred, live, and missed call outcomes. |
| Channels | The share of activity coming from voice, SMS, and other channels. |
Review performance
Check weekly movement
Look at the metric cards to see whether call, message, appointment, and duration trends changed from the previous week.
Review outcomes
Use Call outcomes to see whether calls are completing, transferring, or being missed.
How to read the trends
| Signal | What to check |
|---|---|
| Calls are rising | Review whether the team needs more coverage for follow-ups, transfers, or booking requests. |
| Messages are rising | Check active conversations and decide whether more threads should stay automated or be handled by staff. |
| Appointments are rising | Review upcoming appointments and make sure services and calendar settings still match your capacity. |
| Missed or failed outcomes increase | Open recent calls, review transcripts, and adjust knowledge, rules, or transfer settings if callers are getting stuck. |
| Average duration changes sharply | Longer calls can mean callers need more explanation; shorter calls can mean answers are easier to find or calls are ending early. |
Weekly review routine
- Start with the metric cards to see what changed.
- Review Call outcomes for missed, failed, or transfer-heavy patterns.
- Open Calls for examples behind the trend.
- Update Knowledge or Rules when callers are repeatedly asking about the same topic.
- Recheck Analytics after the next busy period to see whether the change helped.