The Calls dashboard on the Reports page allows you to analyze metrics related to calls in Reply. All logged calls from your team members are included in these metrics so you can understand what works well and what needs to be improved.
Moreover, Reply allows you to drill down on any metrics on the page, user names, any part of the chart, bubbles in order to view detailed statistics according to the selected filter.
To access the Calls dashboard:
Log into your Reply account → go to the Reports page → select Calls from the drop-down:
Below, we'll take a look at each section of the Calls dashboard page so that you can better understand the information that Reply provides.
The Calls overview section at the top of the page displays the total number of calls and the average duration of connected ones. In the overview statistics, these calls are broken down into positive, answered, and calls to contact.
1 - In the upper right corner, you can find a time filter to sort calls by week, month, year, or see them for all time.
2 - In the upper left corner, you can find the Export button and use it to export call data for a selected period of time. Please note that once the export is complete, a notification appears in the Notification Center with a download link.
Calls per team member
The section shows all team members connected to your Reply account, sorted by the number of calls for the selected period. Besides the total number of calls per team member, it also displays total minutes for all calls, average duration, number of answered calls, and percentage of positive calls.
If you have more than five team members, expand the Show more drop-down list to see all data.
Calls per day/month
In this section, you can find metrics for the total number of calls (blue), where answered calls (violet) and positive calls (green) are also present.
Calls by resolution
This section shows all calls for the selected period based on their resolution (positive, negative, to call, not resolved). If you hover over any sector, a tooltip will appear showing the percentage of calls to the current resolution value.
Calls by disposition
The section shows all calls for the selected period based on their status (answered, logged manually, no answer, busy, failed). If you hover over any sector, a tooltip will appear showing the percentage of calls to the current disposition value.
The section visualizes the number of answered calls by day of the week and time during the day. The larger the bubble, the higher the number of answered calls. If you hover your cursor over any circle, you will see a tooltip showing the number of calls answered.