Call Analytics Dashboard
Track performance3 min readUpdated 2026-03-12
Call Analytics Dashboard
The Call Analytics dashboard helps you understand how your team handles inbound and outbound calls so you can optimize staffing, reduce missed calls, and shorten wait times.
Key Metrics at a Glance
| Metric | Definition |
|---|---|
| Total Calls | Combined count of inbound and outbound calls for the selected period. |
| Answered Calls | Calls picked up by an agent or routed successfully. |
| Missed Calls | Inbound calls that went unanswered and were not sent to voicemail. |
| Abandoned Calls | Calls where the caller hung up while waiting in a queue. |
| Avg Duration | Mean length of connected calls, measured from answer to hangup. |
| Avg Wait Time | Mean time callers spent in the queue before reaching an agent. |
Calls by Hour and Day Heatmap
The heatmap visualizes call volume across every hour of the week. Darker cells indicate higher volume. Use this view to:
- Identify peak hours so you can schedule more agents during busy windows.
- Spot low-traffic periods where you can assign agents to outbound campaigns or training.
- Compare weekday patterns against weekends to decide if weekend coverage needs adjustment.
Filtering Your Data
- Date range — Select a preset or custom range from the date picker at the top of the page.
- Phone number — Filter by a specific JustCall number to see performance for a particular line or campaign.
- Agent — Narrow results to one agent or a group of agents.
- Direction — Toggle between Inbound, Outbound, or All calls.
Filters combine with each other. For example, you can view missed inbound calls for a single agent on a specific number during the last 7 days.
Reading the Trend Chart
The line chart below the summary cards plots daily call volume over your selected period. Hover over any data point to see the exact count. Toggle individual series (Answered, Missed, Abandoned) on or off by clicking their legend labels.
Exporting Call Analytics
- Apply the filters you need.
- Click Export in the top-right corner.
- Choose CSV or Excel.
- The export includes every metric visible on the dashboard plus per-call detail rows.
Common Use Cases
- Reduce missed calls — Filter for missed calls, check the heatmap for when they cluster, and add agents to those shifts.
- Measure campaign performance — Filter by the phone number tied to a marketing campaign to see how many calls it generates and whether they convert.
- Coach agents on efficiency — Compare average duration across agents to find who may need help wrapping calls faster.
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