Call Analytics

The Call Analytics section provides comprehensive insights into your call activity through detailed call records (CDRs) and performance statistics. This powerful tool helps you monitor call patterns, track key metrics, and optimize your phone system's performance.

Separate from Call Logs in the FlyNumber panel

Call Analytics is the in-phone-system reporting view, focused on phone-system call flows (routing path, queues, agents). For a per-FlyNumber log of every inbound and outbound call across your whole account, see Call Logs in the FlyNumber panel.

Call Analytics has four tabs:

Tab	What it shows
Call History	One record per call — who called whom, wait and talk time, how the call ended, and any recording, voicemail, fax or note attached to it
Routing Attempts	One record per attempt the phone system made while routing a call — the place to look when a call failed and you want to see where it was sent
Call Statistics	Totals, answer rate, average durations and charts for the selected period
User Statistics	Inbound call offers and outbound calls per user, with answer rates and average times

Time zone and time range

Dates and times in Call Analytics follow the time zone of the device you're using — if your laptop is on UTC+1, records are shown in UTC+1. The time range you pick is kept while you switch between Call History, Routing Attempts and Call Statistics, and resets when you leave Call Analytics.

Call History

The Call History tab lists every call detail record (CDR) the phone system has processed, one row per call.

Filtering Call Records

You can filter call records using various criteria:

Filter	Description
Time range	A preset period (Today, Last 3 months, …) or a custom start and end date and time
Numbers	One or more phone numbers, separated by commas or spaces. Outbound calls are matched on the source number, inbound calls on the destination number
Status	Answered, Lost or Resolved
Type	Inbound, Outbound or Internal
Source	Source type and value — User or Incoming trunk. Picking User adds a Source user selector
Source number	Caller's number
Destination	Destination type and value — User, Call Flow, PSTN or Call Pick-Up. Picking User adds a Destination user selector; picking Call Flow adds a Call Flow selector
Destination number	Dialed number
Source contact method	Application, SIP Account, SIP Forwarding or PSTN Forwarding
Global tag	The system tag shared by every record belonging to the same call
Tags	One or more call tags assigned to the call
Has note / Has recording / Has voicemail / Has fax	Only records that carry that attachment

tip

Filters combine — with several applied, only records matching all of them are shown. Not every filter is on the bar by default: click More filters to add the ones you need.

Call Record Fields

Each call record includes the following information:

Field	Description
Type	Icon showing the call direction — inbound, outbound or internal
Time start	When the call was initiated
Wait time	Duration between call start and connection
Talk time	Duration of the connected call
Source	Where the call came from — see Type, Source and Destination
Source number	Caller's phone number
Destination number	Number the call was routed to
Destination	Where the call was routed — see Type, Source and Destination
End code	Reason the call ended — see End Codes
Status	Answered, Lost, Resolved or Processing — see Call Statuses
Resolved by	How and when a lost call was resolved
Tags	Call tags assigned to the record
Attachments	Icons for a note, recording, voicemail or fax — see Attachments
Routing attempt	Number of routing attempts made for the call
Call ID	Unique identifier for the call

Type, Source and Destination

• Type — Inbound is a call received by one of your users, Outbound is a call a user placed, and Internal is a call between users dialed by internal number.
• Source — a two-line cell. For a call placed by a user it shows the user's name over the contact method they used (Application, SIP Account, …). For a call that arrived on a FlyNumber it shows System over Inbound trunk. A user who has since been removed shows as Deleted.
• Destination — also two lines. A call sent to a user shows the user's name over the contact method that rang (Application, PSTN Forwarding, …); a call sent into a call flow shows the flow's name over Call Flow; a call forwarded to an outside number shows that number; a call answered with the call pickup feature code shows Call Pick-up. The cell is empty when the system rejected the call (for example, a number that doesn't exist) and reads unknown when the user, flow or contact method has since been deleted.

Attachments

The Attachments column shows an icon for each extra item tied to a call:

Icon	What clicking it does
Recording (microphone)	Opens the Call Recording window, where you can play the recording and download the file
Voicemail	Opens the Voicemail window, with the same play and download controls
Fax	Downloads the fax document
Note	Opens the note saved on that call

warning

Recordings, voicemails and faxes appear in Call History only when a cloud storage integration is connected under Settings > Cloud Storage Integrations. Set up a delivery method as well if you want copies sent to you.

Call Statuses

The system classifies calls into four statuses:

• Answered: Call was successfully connected and parties had a conversation
• Lost: Call was not answered and remains unresolved
• Resolved: Previously lost call that was either:
  • Successfully completed through a callback
  • Manually marked as resolved
• Processing: A brief, temporary state while the system works out the final outcome of a call

End Codes

End codes provide specific reasons for call termination:

End Code	Description
Connected to agent	Call successfully connected to a live agent
Waiting timeout	Caller waited too long and timed out
Disconnect from originator	Caller hung up before connection
Pick-up	Call was answered by recipient
Redirect	Call was forwarded to another destination
Redirect Failed	Call forwarding attempt failed
Not allowed by scheduler	Call redirected to voicemail by time schedule
User not available	Destination unreachable or unresponsive
Too many redirects	Excessive redirects caused failure
Failed	Generic failure without specific error
Channels Overload	System reached channel capacity limit
Account blocked	Account access is restricted
PSTN termination blocked	External calling is blocked
External calls not allowed	Outbound calling not configured
PSTN Termination error	External routing failure
PSTN Termination billing error	Payment-related call failure
Wrong Number	Invalid destination number

Managing Lost Calls

Lost calls can be resolved in two ways:

1. Automatic Resolution

When you call back a number associated with a lost call and the callback connects to an agent, the system resolves the lost call on its own.

note

Automatic resolution occurs within a 72-hour window after the callback.

2. Manual Resolution

To manually resolve a call:

1. Locate the lost call in your records
2. Click the Actions button (⋮)
3. Select "Resolve"
4. Confirm the resolution

warning

Resolution is permanent and applies to all related lost calls. Make sure you want to resolve the call before confirming.

Viewing a Single Record

To see one call on its own page rather than in the table, click the Actions button (⋮) on its row and choose View. The record view shows the same direction, timing, endpoints, end code, tags and attachments as the table, laid out for reading.

Downloading, Reloading and Paging

The icons in the top-right corner of the table and the controls under it let you work with the list as a whole:

Control	What it does
Download	Saves the records that match your current filters as a CSV file. Narrow the filters first, then click the download icon and pick where to save
Reload	Refreshes the list without touching your filters
Page size	50 records per page by default; raise it to 100 to see more at once. Use the arrows beside it to move between pages
Total Calls	Shown next to the page size: how many records match your current filters

Routing Attempts

Where Call History shows one row per call, Routing Attempts shows one row for each attempt the phone system made while delivering that call — for example, ringing a Ring Group member, then forwarding to a PSTN number. It's the quickest way to find out where a failed or short call was sent and which disconnect code came back.

Filtering Routing Attempts

Filter	Description
Time range	Preset period or custom start and end
Numbers	One or more numbers, comma- or space-separated; matched on the source number for outbound and the destination number for inbound attempts
Destination	Destination type, for example User or PSTN number
Gateway	The termination gateway the attempt used
Route	The outbound route the attempt used
Source number	Calling number
Destination number	Called number
Disconnect code	The code returned when the attempt ended
Global tag	The system tag shared by all attempts of the same call

As in Call History, click More filters if a filter isn't on the bar.

Routing Attempt Fields

Column	Description
Time start	When the routing attempt started
Waiting time	Time between the start of the attempt and the connection attempt
In call time	How long the call lasted for this attempt, if it connected
Source	What initiated the attempt, for example a Call Flow
Source number	Calling number used for the attempt
Destination	Where the attempt was sent, for example a user or a PSTN number
Destination number	The number dialed for the attempt
Disconnect code	Why the attempt ended
Outbound route	The route used for the attempt

Tracing a Call Across Views

Open an attempt with Actions (⋮) > View. Besides the timing and participants, the details window has a routing section with two View links: Related call history opens Call History filtered to that call's Global tag, and Related routing attempts opens this tab filtered the same way. That lets you jump from a failed attempt straight to the call it belonged to without re-entering filters.

Reload, page size (50, up to 100) and paging work the same way as in Call History.

Call Statistics

The Call Statistics tab provides a visual overview of your call activity and key performance metrics. Figures are based on the final outcome of completed calls, aggregated over the time range and filters you select — individual routing attempts aren't counted separately.

Filtering Statistics

Filter	Description
Time range	Preset period or custom start and end
Numbers	One or more numbers, comma- or space-separated
Source	User or Inbound trunk, with a user or trunk selector
Destination	User, PSTN, Call Flow or Call Pick-up, with a user or call flow selector where relevant
Type	Inbound, Outbound or Internal
Source number	Caller's number
Destination number	Called number

Key Metrics

The summary cards at the top of the page show, for the selected period and filters:

Metric	Description
Total calls	All calls in the selection
Inbound calls	Calls received
Outbound calls	Calls placed by your users
Internal calls	Calls between users
Total call duration	Combined talk time of all calls
Average call duration (ACD)	Average talk time per call
Average wait time (AWT)	Average time callers waited before the call reached its outcome
Answer rate (ASR)	Percentage of calls that were answered

Below the cards, the Conversations summary splits calls into Answered, Lost and Resolved — the same statuses used in Call History.

Call Volume Visualization

The charts show how the key metrics move over the selected period:

Chart	Description
Call Volume	Number of calls per time bucket, stacked by outcome (Answered, Lost, Resolved)
Average Call Duration (ACD, sec)	How average talk time changes over time
Average Wait Time (AWT, sec)	How average wait time changes over time
Answer Rate (ASR %)	How the answer rate changes over time

Use the Hour / Day / Week / Month tabs above the charts to change the grouping — all charts update together. To zoom in on part of a chart, click and drag across the range you want to inspect.

User Statistics

The User Statistics tab compares your users side by side: how many inbound calls each one was offered and answered, and how many outbound calls each one made. Inbound activity is counted in offers — an offer is logged each time the phone system tries to deliver a call to a user, whether or not they pick up — while outbound activity is counted in calls the user started.

Filtering User Statistics

Filter	Description
Time range	Required. The range can cover at most the last 3 months
User	One or more users; leave it on Any to include everyone

Both filters apply to the Inbound Calls and Outbound Calls tables at the same time.

Inbound Calls

Column	Description
User	The user the calls were offered to
Total offers	Number of inbound calls offered to the user
Answered offers	Number of those offers the user answered
Average wait time	Average time callers waited before the offer reached its outcome
Average call duration	Average talk time per answered offer
Answer rate	Answered offers as a percentage of total offers

Outbound Calls

Column	Description
User	The user who placed the calls
Total calls	Number of outbound calls the user started
Answered calls	Number of those calls that were answered
Average wait time	Average time before the call reached its outcome
Average call duration	Average talk time per answered call
Answer rate	Answered calls as a percentage of total calls

Best Practices

1. Regular Monitoring

   • Check call statistics daily
   • Review lost calls promptly
   • Track performance trends
   • Monitor key metrics

2. Lost Call Management

   • Follow up on lost calls quickly
   • Document resolution attempts
   • Use automatic resolution when possible
   • Keep resolution notes updated

3. Performance Analysis

   • Monitor ASR for call quality issues
   • Track ACD and AWT for service levels
   • Analyze peak call times with the Hour and Day groupings
   • Use Routing Attempts to see where failed calls were sent before changing a call flow

tip

Use the filtering options to focus on specific areas of concern and identify patterns that may need attention.