The Analytics page provides a high-level snapshot of call activity across your organization. It helps administrators monitor inbound and outbound call volume, response behaviour, and performance across team members, departments, ring groups, and welcome menus.
Access Analytics in the Settings portal
You must have an Admin login to access data from the analytics section in the Settings portal.
- From the browser or desktop app, click your profile icon.
- Click either Company Settings or Admin Settings.
You will be redirected to a new browser tab.
Example: The Sync browser app with the right slideout menu open, and both “Company Settings” and “Admin Settings” jumplinks are highlighted. - From the left navigation menu, click the Analytics icon.
Understand the summary metrics
By default, the Analytics page will never refresh; to automatically refresh the Analytics section:
- Click the Refresh dropdown menu.
- Select one of the time-interval options (five minutes, fifteen minutes, or thirty minutes).
Date Range and Refresh Controls
At the top of the page, you can filter analytics data by time range:
- Today
- 7 Days
- 14 Days
- Month
- Custom date selection
Analytics data does not refresh in real time. The Refresh indicator shows when data was last updated.
Summary Metrics
The top summary panel displays aggregate call metrics for the selected date range:
- Outgoing – Total outbound calls placed.
- Incoming – Total inbound calls received.
- Answered – Calls successfully connected.
- Missed – Calls not answered.
- Average Duration – Average length of answered calls.
- Average Response – Average time before a call was answered.
Special Extensions are excluded from performance metrics
Calls involving special extensions (for example, fax or virtual fax lines) are excluded from Analytics. These extensions do not represent live call handling and are omitted to preserve accurate performance metrics.
Call Distribution Section
Below the summary, call activity is broken down by routing type.
Department Calls – Shows call activity routed through departments.
Ring Group Calls – Shows call activity handled by ring groups.
Welcome Menu Calls – Shows call activity entering through welcome menus (auto-attendants).
If no calls have been made via the selected routing type during the specified time period, the section will display a message such as "No Calls Have Been Made Yet."
Team Members Stats
This table shows call activity per user, including:
- Calls
- Incoming
- Outgoing
- Answered
- Missed
- Response time
- Duration
Only users who are assigned numbers or extensions, or who participate in call handling, will appear in this table.
Departments Stats
This section displays aggregated call metrics for each department, including:
- Total calls.
- Answered vs missed.
- Average response.
- Average duration.
Ring Groups Stats
The Ring Groups section shows performance data for ring groups. If no ring groups exist in the account, this section displays a message such as “No Ring Group Created.”
Welcome Menus Stats
This section displays call activity per welcome menu, including:
- Incoming calls.
- Answered vs missed.
- Response and duration metrics.
