Incoming Call Analytics is a feature that captures, organizes, and visualizes important data from inbound calls to your business. It enables you to track key metrics such as total call volume, call outcomes (answered, missed, abandoned), and follow-up actions like callbacks. 


Incoming Call Analytics consists of two visual charts and a data table.


  • Call Stats Summary - Provides a clear and concise overview of your call activity, presenting essential metrics such as the total number of incoming calls, how many were answered, and how many were missed. This snapshot helps you quickly assess call volume and response performance, allowing for better monitoring of team efficiency and customer engagement.


  • Missed Calls Summary - Provides a detailed snapshot of all missed calls within a chosen time frame, helping you understand gaps in call handling, and it highlights important metrics.


  • Call Stats Summary Table - Presents a comprehensive view of your Incoming Call Analytics, showcasing detailed metrics such as the total number of incoming calls, how many were answered or missed, missed calls lasting under 30 seconds, and other key performance indicators. This table consolidates all relevant call data from the selected time period, making it easier to analyze call patterns, measure performance, and identify areas for improvement.


By analyzing these insights, teams can monitor call handling performance, spot patterns or trends over time, and make data-driven decisions to improve operational efficiency, customer experience, and staffing levels.


1. Select "Incoming Call Analytics" from the sidebar.


2. Filter Analytics


Use the Filter Analytics feature to customize your report by selecting a specific date range that fits your analysis needs. In addition to setting the time period, you can choose from various Display Options to determine how the data is presented in the chart, whether by DID (Direct Inward Dialing), Business Unit, Group, or Extension. This flexibility allows you to focus on the most relevant segments of your call data and generate more targeted, meaningful insights.


Display Options:


  • DID - Filter all incoming calls based on DID (Direct Inward Dialing) to view call data specific to individual phone numbers or lines assigned to your business.


  • Business Unit - This filter groups DIDs based on their DID Description. It’s especially useful in systems where multiple DIDs serve the same operational purpose. By giving these DIDs the same description, their call data can be grouped and analyzed collectively using this filter.


  • Group - Filter all incoming calls by Call Group to organize and analyze call data based on how your team or departments are structured. 


  • Extension - Filter all incoming calls by extension number to view call data specific to individual users or departments within your organization. This allows you to track how many calls were directed to each extension, assess individual or team performance, and ensure that calls are being handled efficiently across different areas of your business.



3. Call Analytics


In this section, you have the flexibility to tailor the display according to your viewing preference. You can choose to view only the chart for a visual representation of the data, only the table for a detailed breakdown of call metrics, or both simultaneously for a comprehensive overview. This customization helps you focus on the format that best suits your analysis or reporting needs.


The toggle setting filters out calls routed from the IVR Auto-Attendant to Voicemail, typically used to exclude calls during out-of-office hours or holidays.



You can customize the display according to your preference by choosing to view only the charts, only the table, or a combination of both. Simply click on the available display options to switch between views.



4. Call Stats Summary


The Call Stats Summary offers a concise yet informative snapshot of your overall call performance. It highlights essential metrics that help you monitor and analyze call activity patterns. These include the Call Stats Summary, which provides a quick overview of your call activity, including key metrics such as answer rate, incoming calls, answered calls, and missed calls.


  • Answer Rate – This represents the percentage of incoming calls that were successfully answered. A high answer rate indicates strong responsiveness to customer or client inquiries, while a lower rate may point to potential gaps in coverage or availability.


  • Incoming Calls – This shows the total number of calls received during the selected time period. It includes all calls regardless of whether they were answered or missed, giving you a sense of overall call volume.


  • Answered Calls – This refers to the total number of calls that were picked up and handled by agents or the system. Tracking answered calls helps evaluate workload management and staff responsiveness.


  • Missed Calls – This shows the number of incoming calls that were not answered.



To keep a local copy of your call data, you can download it in either PDF or Excel format. Simply click the download button located in the top-right corner of the chart. This allows you to save or share the report for further analysis, documentation, or presentation purposes.


You can also customize the chart display based on your viewing preference. Choose between a grouped view, which summarizes data for a broader overview, or a detailed data view, which breaks down individual entries for more in-depth analysis.



5. Missed Calls Summary


The Missed Call Summary provides a clear snapshot of all missed call activity within a selected time frame. It highlights several key metrics to help you understand caller behavior, response gaps, and opportunities for improvement in customer service. These metrics include:


  • Total Missed Calls – The total number of incoming calls that were not answered by any agent or extension. This count includes all missed attempts, regardless of caller identity or duration.


  • Missed Unique – This metric filters out duplicate attempts from the same caller, showing only the number of distinct individuals who tried to reach your team but were unsuccessful.


  • Callbacks Unique – The number of missed calls that were followed up with a proactive return call from your agents or extensions. 


  • Missed 0 – These are calls where the caller disconnected before the call even began ringing to an agent. Often, these calls reach an IVR Auto-Attendant but are abandoned before being routed to an actual person.


  • Missed Calls Over 30 Seconds – Calls where the caller waited more than 30 seconds without an answer before hanging up.



6. Call Stats Summary Table


The Call Stats Summary Table presents a comprehensive overview of your Incoming Call Analytics in a clear and organized table format. It includes detailed call metrics such as the total number of incoming calls, the number of answered and missed calls, and missed calls under 30 seconds. Additionally, it highlights other key performance indicators that help you monitor call handling efficiency, responsiveness, and potential service gaps.



You also have the option to download the table in PDF, Excel, or Raw Data format by clicking the download button located in the top-left corner of the chart. This allows you to save a copy of the data for reporting, further analysis, or record-keeping purposes.



The Call Stats Summary Table also lets you customize how data is displayed. You can choose a grouped view for a high-level summary or a date view to see individual call records, depending on your reporting needs.



For queries or concerns, you may reach out to your Account Manager directly or email support@myvelox.com