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Analytics

Advanced analytics

Clear diagrams of call volumes and team performance to improve service and responsiveness.

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Knowing how your team handled calls last week, last month, or last quarter is what lets you improve service for next time. Advanced analytics in Voxbi pulls your historical call data into clear diagrams so you can see where performance was strong, where calls were missed, and how demand shifts across the day and week.

This is not about watching what is happening right now. It is about building the picture over time: reviewing output, spotting patterns, and making informed decisions about staffing and service quality.

When you'd use advanced analytics

  • A service manager preparing a monthly review who needs to show call volume trends, average talk time, and how many calls went unanswered, broken down by team and period.

  • An operations lead planning staffing levels who wants to identify the hours and days when call demand peaks so they can schedule accordingly.

  • A quality or compliance officer checking missed-call rates across individual queues to see whether service targets are being met and where follow-up is needed.

How advanced analytics works in Voxbi

  1. Set your filters

    Choose the extension, call source (internal or external), call type (inbound or outbound), and the time range you want to analyse. Timezone can also be adjusted for accurate cross-region comparisons.

  2. Read the charts

    The dashboard displays a stacked bar chart with talk time and call counts on a dual axis, broken down in six-hour intervals. You can show or hide individual metrics using the interactive legend and zoom in on any segment for closer inspection.

  3. Review the summary and heatmap

    Alongside the main chart, summary panels show total and average talk times and ring durations. A heatmap breaks down call volume by hour of day and day of week so you can see your busiest slots at a glance.

  4. Check queue performance

    A dedicated queue statistics view shows answered versus missed calls per queue, with percentage answer rates, so you can compare queue health side by side.

Frequently asked questions

What is the difference between advanced analytics and live dashboards?

Advanced analytics covers historical data, the calls that have already happened, so you can review performance, plan capacity, and identify trends. Live dashboards show activity as it is occurring right now. The two are complementary: one for planning, one for real-time awareness.

How far back can I look at call data?

You can select a custom date range in the filter. The available history depends on your plan and data retention settings.

Can I filter by a specific team member or extension?

Yes. The extension filter lets you focus the analysis on a single user, a group of extensions, or your entire phone system combined.

What does the sentiment heatmap show?

The sentiment heatmap visualises sentiment values per hour and day of the week, giving a colour-coded view of how call sentiment varies across your working schedule. It appears alongside average call duration and totals in the detailed statistics section.

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