Call statistics
Review every call in a date range, filter by result, tag, direction and length, listen to recordings and export call records.
Opening Statistics › Calls, picking dates, reading the overview and failure reasons, filtering the call list, playing a recording, opening a transcript and exporting call records.
The Call Statistics screen lists every call made or received in your account for the dates you choose. It shows how the AI agent's calls ended, why calls failed, and lets you listen to each call and read its transcript.
For a day-by-day breakdown of AI calling results, transfers and meetings, use Lead statistics instead.
Before you start
- You need permission to view statistics. If Statistics is missing from your top navigation, ask your account owner. See Team members.
Open call statistics
- In the top navigation, click Statistics › Calls.
- Set Start Date and End Date to the period you want. Click Reset dates to go back to the default period.
Statistics › Calls with Start Date and End Date set, the Overview list of call results on one side, Failure Reasons below it, and the Details table underneath.
Read the overview
- Overview lists how many calls ended with each result in the period, such as a transfer, a booked meeting or a voicemail.
- Failure Reasons lists how many calls failed for each reason. It only appears when there were failed calls.
Find specific calls
The Details table shows Showing X / Y calls. Narrow it down with:
- Search here...: search by contact name or number.
- Result: show only calls with one result.
- Tags: show only calls to contacts with a tag.
- Direction: All, Outgoing or Incoming.
- Call Length: show only calls in a length band, from 0 to 15 seconds up to more than 6 minutes.
Listen to a call and read the transcript
- Find the call in Details.
- Click the play icon in the Audio column to hear the recording.
- Click the speech-bubble icon in the Transcript column to read what was said.
The transcript window open over the Call Statistics Details table, showing the conversation between the AI agent and a contact.
Mark a contact as Do Not Call
Use the toggle in the DNC column to add or remove the contact from your Do Not Call list straight from this table. See Compliance overview.
Export call records
- Filter the Details table as needed.
- Click Export.
- In Export Call Records, choose the fields to include. You must choose at least one.
- Start the export. A progress bar shows while the file is prepared.
- When it's ready you get a notification with a download link. Download the file promptly: the link stops working after 30 minutes.
Columns explained
| Column | What it shows |
|---|---|
| Contact | Name, company and tags. Unknown contact means the number isn't in your contacts. |
| Direction | Outgoing or incoming. |
| From / To | The numbers on each end of the call. |
| Time | When the call started. |
| Length | How long the call lasted. |
| Transferred Length | How long the transferred part of the call lasted. |
| Transferred Call Ringing / Transferred Call Picked Up | Whether your team's phone rang and whether someone answered a transfer. |
| Answered | Whether the call was answered. |
| Result | How the AI agent classified the call. |
| Meeting Status | The status of a meeting booked on the call: Booked, Attended or No-Show. |
| Failure Reason | Why the call didn't connect. |
Common questions
Why is a call marked Unknown contact? The number didn't match a contact, for example an inbound call from a new number.
Why can't I export? The Export button only appears when the table has calls in it. If an export is already running, wait for it to finish.