Call analytics

Calls tells you what happened on each call. Analytics tells you what the whole period is worth. Hours read the way a clock does: "8:00 AM".

Open Calls in the app, then the Analytics tab next to History.

The period selector

Today, 7 days, 30 days, 90 days, Year to date or All time, then Custom for any two dates. Dashboard and Attribution offer the same list in the same order. Every number on the page recomputes for whichever period is selected, including the cost comparison and sentiment breakdown below.

The numbers

• Calls: every call your front desk took or placed in the period.
• Answered and Reached a person: each one counted only over the calls that could say either way, and each share names its own total.
• Booked: how many bookings those calls made. Its share is over the calls that carry an outcome, the same total every share in the Outcomes table uses, so the tile and the table always agree. The line under the table says how many calls carried an outcome at all.
• Voicemail: one count, the same in Who picked up and in Outcomes: a call the line marked as voicemail, or one labelled voicemail when it ended.
• By agent: one row per front desk. A call that recorded no agent is listed as Agent not recorded.

Sentiment

Every call gets scored positive, neutral, or negative based on how the conversation went, not just whether it booked. A call can be unresolved in Calls and still read as neutral or positive here if the caller was not frustrated, and a booked call can score negative if the caller was clearly annoyed getting there. Use it alongside outcomes, not instead of them: outcomes tell you what happened, sentiment tells you how it felt.

What to do with this

• Conversion rate low, sentiment fine. The front desk is being pleasant but not closing. Check your script and Availability, the same troubleshooting path as a connected-heavy week in Calls.
• Sentiment trending negative. Something in the script or the voice is landing wrong before you even get to outcomes. Pull a few negative calls and listen.

A connected assistant can pull this for you: "What is my conversion rate and sentiment for the last 30 days?"