> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lobbystack.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics

> Review engagement trends across calls, messages, appointments, call outcomes, and communication channels.

The **Analytics** page helps you understand how customers are using your receptionist. It summarizes weekly activity and shows whether calls, messages, appointments, and average call duration are moving up or down.

<img src="https://mintcdn.com/lobbystack/WDbZN9WGgqnPwNva/images/screenshots/analytics.png?fit=max&auto=format&n=WDbZN9WGgqnPwNva&q=85&s=8a9831feec72380563acbd8bf78dde14" alt="LobbyStack Analytics page" width="3818" height="1978" data-path="images/screenshots/analytics.png" />

*Analytics helps you spot workload changes and decide where to tune your agent or follow-up process.*

## 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

<Steps>
  <Step title="Open Analytics">
    In the dashboard sidebar, go to **Manage** > **Analytics**.
  </Step>

  <Step title="Check weekly movement">
    Look at the metric cards to see whether call, message, appointment, and duration trends changed from the previous week.
  </Step>

  <Step title="Review outcomes">
    Use **Call outcomes** to see whether calls are completing, transferring, or being missed.
  </Step>

  <Step title="Compare channels">
    Use **Channels** to understand how much activity is coming through voice, SMS, and other sources.
  </Step>
</Steps>

## 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

1. Start with the metric cards to see what changed.
2. Review **Call outcomes** for missed, failed, or transfer-heavy patterns.
3. Open **Calls** for examples behind the trend.
4. Update **Knowledge** or **Rules** when callers are repeatedly asking about the same topic.
5. Recheck Analytics after the next busy period to see whether the change helped.

## When to use it

Use Analytics when you want to understand workload, spot changes in caller behavior, or decide whether your agent setup needs adjustment. For individual conversations, use **Calls**, **Messages**, and **Contacts**.