After you've enabled Phone as a channel in your inbox, you'll be able to monitor your team's calling activity and performance.
Create a calls report
Go to Reports and create a new report, then select the Calls template to get started quickly. This is great for viewing call volume, predicting coverage needed, and analyzing teammate productivity. The prebuilt report now includes Answered, Missed, and Abandoned call summary counters, plus a per-teammate Call outcomes table. Click Use this template to get started.
Two new metrics are now available in the Calls dataset: Answered calls (all directions) and Missed calls (inbound). Every inbound call is either answered or missed — missed calls break down into abandoned and voicemail. You can also use a range of call metrics and attributes to create your own custom report on the Advanced or Expert plan.
Use the calls report template to see
Inbound calls
Outbound calls
Messenger calls
Call duration
Call in queue time
Call talk time
Calls by direction
Inbound call state
Medium call talk time
Medium call in queue time
Answered calls
Missed calls
Abandoned calls
Wrap-up time
Average handle time (AHT)
Total occupancy time
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Learn more about calls metrics in the Calls dataset.
Customize the calls report template
The calls report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Calls report use cases
Workload management
Identify changes in call volume to scale your team effectively.
Call effectiveness
Identify changes in call effectiveness, including Average Handle Time (AHT), and queueing times for customers.
Customer experience
Identify trends in how customers are experiencing calls, by the reason calls are ended, the time spent talking, and the time spent on hold in a queue.
Teammate performance
Identify teammate performance in terms of new calls, inbound calls, outbound calls, call talk time, and call outcomes for each teammate.
Useful calls report filters
Take a deeper dive into your calls report by adding filters at the top of the screen to specify a date range, select a call type, or filter by a specific data attribute.
To see only inbound or outbound calls, filter by Call direction.
Note:
The date range filters by the time that calls were placed at.
The teammate filter will include any teammate who talked on a call, and in the case of outbound calls, the teammate who placed the call.
Only calls that have ended are included in the chart data.
Filtering by the Country attribute is not currently supported for calls. To track this, you'd need to have a custom attribute that tracks the person's Country.
Abandoned calls don't include calls placed on hold — those are counted as answered, since the caller already reached a teammate.
Average Handle Time (AHT)
Phone reporting includes Average Handle Time (AHT) — the contact center industry's core efficiency metric — plus new wrap-up time and total occupancy metrics. These appear alongside existing talk-time and hold-time metrics in reports, dashboards, and exports.
Metric | Levels | What it measures |
Wrap-up time | Call · Teammate · Team | After-call work — from when a teammate enters wrap-up to when they leave it (timer expiry, going Available, or starting a new call). |
Average handle time (AHT) | Call · Teammate · Team | The industry-standard Average Handle Time: talk + customer hold + wrap-up. |
Total occupancy time | Call · Teammate | Dialling + handle time. At teammate level it also adds any time the teammate was parked on hold by another teammate. No team-level variant. |
How the metrics relate
Average handle time (AHT) = talk + customer hold + wrap-up
Total occupancy time (call) = dialling + handle time
Total occupancy time (teammate) = dialling + handle time + own-leg park time
Note: "Hold" in AHT means the customer is on hold while the teammate works the contact. Time the teammate is parked on hold by a colleague is not counted in AHT, it's reported under total occupancy time instead.
Worked examples
Example 1 — outbound call where the customer is placed on hold
Inputs: dialling 10s · talk 45s · customer on hold 15s · wrap-up 20s.
Metric | Calculation | Value |
Talk time | Talk only (hold excluded) | 45s |
Hold time | Customer hold | 15s |
Wrap-up time | After-call work | 20s |
Average handle time (AHT) | 45 + 15 + 20 | 80s |
Total occupancy time | 10 (dialling) + 80 (handle) | 90s |
Example 2 — teammate parked on hold by a colleague (no customer hold)
Inputs: talk 40s · wrap-up 10s · teammate parked on hold 30s.
Metric | Calculation | Value |
Average handle time (AHT) | 40 + 0 + 10 | 50s |
Teammate total occupancy time | 0 + 50 (handle) + 30 (park) | 80s |
The 30s of park time inflates occupancy but never AHT — so AHT always reflects real customer-handling effort.
Note: To retrieve call data via the REST API, use the Calls API (available in version 2.14 and later). If you only have a Conversation ID and need to find the Call ID, call the "List all calls" endpoint and look for the matching conversation_id in the response; each call includes both the call_id and conversation_id fields.
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