Analytics (FAQs)

How can I view call activity on a room phone?

Make sure that your Entire Office is selected from your drop-down. Select your timeframe then select Export Statistics

When you open your exported file, sort the data based on name or target_type to view calls handled with a room phone. 

How are the Text Messages - Inside Office metrics calculated?

Any messages sent internally, meaning between two users within your Office, will be counted towards your Inside Office metrics. 

Keep in mind that messaging within a Department to another internal user will also count towards this metric. However, if your Department Operators are messaging a Department contact (i.e. someone outside of your Office) then that would count towards the External Contacts instead.

Our timezone seems to be off—what's going on?

If you're noticing that your timezone seems to be off, it may be because your personal timezone (under>Your Profile>Timezone) is different than what your Office has set.

By default, your analytics will use your Office's timezone when displaying call/message metrics. This way, whether you're the Office Admin or a Dept. Admin, you're seeing metrics that are based on a consistent reporting method.

Once you make this adjustment, it will take up to 3 hours to display the correct information.

If we have multiple offices, which office timezone is used as the default?

Think of each office as its own separate entity when looking at your analytics. 

For example—Office A's timezone is EST and Office B's timezone is PST. When the Admin from Office B looks at their analytics, they'll see their default timezone as PST. Likewise, Office A will see theirs as EST. 

What's the difference between exporting statistics and exporting call logs?

Exporting Call Logs

  • Exports call metrics aggregated by the user and date level (day/month, etc.)
  • More of a detailed breakdown of your Top User leaderboard

Exporting Statistics

  • Exports call metrics aggregated by the call direction (inbound/outbound) and date level (day/month, etc.)
  • More detailed breakdown of specific calls