Read workspace analytics
The Analytics page derives its displayed metrics in the browser from the active workspace's call and contact records. Use the time-range and agent filters to narrow both datasets.
Time ranges
| Range | Display |
|---|---|
| 24h | Hourly buckets for the previous 24 hours. |
| 7d | Daily buckets for the previous seven days. |
| 30d | Daily buckets for the previous 30 days. |
| All | Up to 90 days beginning with the oldest call in the loaded data. |
The All chart is capped at 90 days even if older records exist. Treat it as a rolling visual horizon, not a lifetime archive chart.
KPI definitions
| KPI | Calculation |
|---|---|
| Total interactions | Number of filtered call-list items. This can include asynchronous usage events displayed as pseudo-calls. |
| Total contacts | Number of filtered contact records. |
| Total conversions | Calls whose outcome is booked or intake, or whose status is booked. |
| Conversion rate | Total conversions divided by total interactions. |
| Average length | Sum of stored call durations divided by total interactions, rounded to seconds. |
An asynchronous ledger event has no duration but can still increase the interaction denominator because analytics consumes the same combined call-list response. Keep this in mind when reconciling low-volume workspaces with standalone tool activity.
Charts
Interaction volume compares call items with conversions by hour or day. Outcome distribution groups each item by outcome, then status, then unknown. Agent performance lists calls, booked or intake outcomes, and the resulting rate for each selected agent.
These calculations are operational indicators, not immutable financial reports. In particular:
- conversions depend on stored statuses and AI-derived outcomes;
- contacts and calls are separate counts;
- late post-call analysis can change a recently completed call's outcome; and
- deleting an agent removes the underlying calls and contacts from these views.
Validate a metric
- Select the same time range and agent in Analytics.
- Open Call Logs and filter to that agent.
- Inspect the records contributing to the metric.
- Validate booked, intake, or transferred results in the connected destination.
- Use the usage ledger-backed cost breakdown for credit reconciliation rather than inferring cost from Analytics counts.