Call analytics software for business phone lines
Most businesses cannot say how many calls they missed last week, or at what time of day. Youvoip call analytics software answers that from the first day: every call is in the call log, missed calls are listed with the number to call back, and each person's answer rate is one click away. Call analytics is on every plan. Business and Ultimate add dashboards, wall boards and reports for teams that manage phone lines as closely as their inbox.
Missed call reports you can act on
A missed call is a customer who may try the next company on the list. The missed calls view shows each unanswered call with the caller number, the time, the number or menu option they dialed and whether they left a voicemail. Your team calls back from the business number in the app, straight from the list.
- Call log with every inbound and outbound call, direction, user and duration.
- Missed calls with caller number, time and voicemail status.
- Answer rate per user and per ring group.
- Missed call reasons on Business and above: no answer, all busy, after hours, caller hung up in queue.
Call center analytics dashboards on Business
On Business and above, dashboards show your busiest hours, average and longest wait times, missed call reasons and all of it per department. A support lead sees that Monday mornings between 9 and 11 carry the most calls and moves a lunch break or adds a person to the ring group. For queue-based teams, see VoIP call center solutions.
Real-time wall board and scheduled reports on Ultimate
Ultimate adds a real-time wall board for the office screen: calls waiting, longest wait right now, agents available and on calls. Custom reports let you choose the columns and filters you need, and scheduled report emails send them to managers every morning or every Monday. With multi-site on Ultimate, each location can be compared side by side.
Use call data to fix routing and staffing
Analytics is most useful when it changes something. If missed calls cluster after 5 PM, extend a ring group or change the after hours rule in call routing software. If one menu option waits much longer than the others, split it into its own queue. Every change shows up in next week's numbers. If one person's answer rate drops, check whether they are in too many ring groups at once before you assume anything else.
What the analytics table looks like
Northwind Dental, main line +1 (555) 010-0142, this week
| Hour | Answered | Missed | Answer rate | Average wait |
|---|---|---|---|---|
| 8 AM | 14 | 1 | 93% | 0:12 |
| 9 AM | 22 | 4 | 85% | 0:31 |
| 10 AM | 19 | 2 | 90% | 0:18 |
| 12 PM | 11 | 5 | 69% | 0:44 |
| 4 PM | 16 | 1 | 94% | 0:15 |
Answered and missed calls per hour, with the answer rate and average wait for each hour.
Which plan includes what
Essentials includes the call log, missed calls and answer rate per user. Business adds dashboards for busiest hours, wait times, missed call reasons and per department views. Ultimate adds the real-time wall board, custom reports and scheduled report emails. Enterprise adds an audit log and data retention policies for the call data itself.
Related features
- Call recording software to listen to the calls behind the numbers.
- Call routing software to act on what the reports show.
- IVR system and auto attendant to adjust the menu callers hear.
- Business texting to follow up on a missed call by text on Business and above.
- All tools on business VoIP features.
Analytics included from the first plan
From $19 per user per month, billed yearly. See VoIP pricing.
Call analytics questions
Which call analytics are on the Essentials plan?
Essentials includes the call log, the missed calls list and the answer rate per user. Dashboards for busiest hours, wait times and missed call reasons start on Business.
Can I see analytics per department?
Yes, on Business and above. Dashboards break down calls, wait times and missed call reasons per department, and Ultimate adds custom reports.
Can reports be emailed to managers automatically?
Yes, on Ultimate. Scheduled report emails send the reports you choose on the days you choose.
Do I need a separate analytics tool?
No. Call analytics is built into Youvoip on every plan, using the same call log as your phones, apps and recordings.
Find out how many calls you are missing
Create your account, move your main number to Youvoip and read your first missed call report the same week.