Measure channel performance: VoiceUpdated an hour ago

The Voice tab measures phone support: how many calls you took, how many you missed and why, how long callers waited, and how each agent handled their queue. It's the one channel tab built around calls rather than tickets, so it carries its own metrics — and a full call list with recordings you can play back.

Open the Voice tab

Voice is the fourth tab of the Channels report.

1. From your helpdesk, click Analytics in the product switcher at the top of the left sidebar.
2. In the Analytics sidebar, click Helpdesk performance to expand the section.
3. Click Channels.
4. At the top of the page, click the Voice tab.

Read the call volume metrics

Each metric card on this tab shows the value for your date range, a badge comparing it to the previous period of equal length, and a small chart over time.

Voice tickets created is the number of tickets created from phone activity during the period. Total calls counts every distinct inbound and outbound call, each call once regardless of how many agents it rang. Inbound calls and Outbound calls split that total by direction, and Inbound answered counts the inbound calls an agent picked up.

Read the unanswered call metrics

This tab doesn't just tell you a call went unanswered — it tells you why. Unanswered calls is the total of every inbound call that ended without being answered, and it equals the sum of the four metrics below, so don't add those four on top of it.

• Missed calls — the caller waited, but nobody picked up before the call rang out or the system ended it. Calls sent to voicemail count here, as do calls an agent declined that nobody else answered. Calls forwarded to an external number where nobody answered also count.
• Abandoned calls — the caller waited at least 10 seconds and hung up before any agent's phone rang.
• Cancelled calls — the caller hung up in under 10 seconds, before any agent's phone rang.
• Callback requested calls — the caller chose a callback instead of continuing to wait.

Once a call is answered, it counts as answered. If an agent answers and then transfers the call to someone who doesn't pick up, it still counts as answered.

These four metrics have matching percentage cards (% Missed calls, % Abandoned calls, % Cancelled calls, and % Callback requests), which are hidden by default. All four use total inbound calls as their denominator, not just unanswered ones. To show them, click Edit metrics above the cards and toggle them on.

Read the handling and SLA metrics

Average talk time is the average time agents spent talking to customers across answered inbound and outbound calls. Hold, mute, and transfer ringing time all count as talk time, and for a transferred call, the assigned agent gets credit for the full talk time.

Average wait time measures how long inbound callers waited before an agent answered or the call ended. It includes time spent in IVR menus and recorded messages before the queue. For unanswered calls, the wait runs until the caller hung up, reached voicemail, or requested a callback.

Inbound transfers counts inbound calls an agent transferred to another agent, a queue, or an external number, credited to the agent who started the transfer. Inbound declined counts calls an agent actively rejected. A decline is deliberate, but a declined call can also count as a miss (see the FAQ).

The SLA metrics are Achievement rate, Calls with achieved SLAs, and Calls with breached SLAs. Voice SLA is measured per queue exposure: one call passing through one queue. A call routed through several queues generates several exposures, each evaluated on its own.

Use the charts

Voice ticket status and performance metrics offers two Sankey (flow) diagrams:

• Call outcome splits Total calls into Inbound and Outbound. It then splits Inbound into Answered and Unanswered, and Unanswered into Missed, Abandoned, Cancelled (labeled "Canceled" in the chart), and Callback requested.
• Voice ticket status shows how Voice tickets moved through their statuses.

Voice metrics over time plots Total calls, Average talk time, Average wait time, Inbound transfers, Achievement rate, and a combined Achieved and breached calls view. View it Overall or split it By call direction, By store, or By SLA status.

Use the performance breakdown tables

The Performance breakdown section holds four tables. Use the buttons above the table to switch between them.

Agent compares each agent on Total calls, Inbound answered, Inbound missed, Inbound transferred, Inbound declined, Outbound, and Average talk time. Use the search box to find a specific agent.

In this table, a call counts toward every agent it rang. Inbound answered credits only the agent who picked up. Inbound missed counts each inbound call that rang an agent and that they didn't answer, even if a teammate answered it. In a team that rings every available agent at once, one call answered by one agent shows as a miss for everyone else it rang, so an agent's Inbound missed can be much higher than the tab's Missed calls card.

SLAs reports Achievement rate, Calls with achieved SLAs, and Calls with breached SLAs for your account's Voice SLA policy.

Store compares your connected stores on Voice tickets created, Total calls, Average talk time, Average wait time, Outbound calls, Inbound calls, and Unanswered calls.

Call list is the row-level view: every individual call with its activity, status, integration, queue, date, SLA status, recording, duration, wait time, and a link to its ticket. Filter it by call direction, by status, or by whether a recording exists. That makes it the place to go when you need to listen back to the calls behind a bad week.

• Activity shows the call's direction and who was on each end. For an inbound call, it shows the caller and, if someone answered, the agent. Callers appear by their customer profile name, or by phone number if the number isn't saved to a profile. Calls flagged as likely spam carry a Maybe spam tag.
• Status for inbound calls is Answered, Missed, Abandoned, Cancelled, or Callback Requested, matching the metrics above. Outbound calls show Answered, Unanswered, or Failed (the call couldn't connect). A call still in progress shows Ringing or In Progress.
• Recording plays the call recording, or the voicemail if the caller left one. Recordings appear only if call recording is turned on in that phone integration's settings, where inbound and outbound recording are set separately. You can play them here, but to download one, open the ticket.

Filter the report

Date and Aggregation are always visible. The range can span up to 365 days and can't start before 1 January 2024.

Click Add Filter to narrow by Integration, Tag, Agent, Queue, Business Hours, Store, or Custom Field. Queue and Business Hours are specific to this tab — together they answer whether your misses are concentrated in one queue or simply happening outside the hours you staff.

Save a combination with Save Filters and reapply it from Apply Saved Filter.

Export the data

Use Export at the top right of the report to download the tab as CSV or PDF. Individual charts and tables have their own Export as CSV action in the three-dot menu, which also offers Add to dashboard.

FAQ