Metrics come from recorded call activity
Calls taken, missed calls, duration, and linked bookings reflect the available logs and associations. A booking count depends on a job being linked to the call.
Can I see how each call center and agent is handling incoming calls?
Review answered calls, missed calls, and agent performance
Yes. In Messages → Calls, the dashboard summarizes recorded call activity and lets authorized staff review call-center and agent views. Choose the date range, inspect calls taken or missed and linked bookings, then open the call records behind the numbers.
Review answered calls, missed calls, and agent performance
Open the Calls dashboard
Go to Messages, select Calls, and open Dashboard. Choose today, a recent date range, or custom dates for the review.
Review the overview
Inspect the call totals, result breakdowns, trends, and recent calls. Read the selected scope: administrators can see the permitted company-wide view, while other staff see their own call context.
Choose a call center
Authorized staff can select the Call Centers view and a department. Review its member agents and the recorded call activity associated with that team.
Compare the agents
Use Agent Comparison to inspect taken and missed calls and jobs linked to call records. Check the time range and the agent/call-center mapping before comparing people.
Open the records and follow up
Inspect the underlying calls, customer context, and linked job where available. Start an appropriate customer message or review a missed call to decide the next action.
Visibility follows the user’s scope
Company and department comparisons require the relevant call-center access. Personal call views do not expose another staff member’s private direct-line calls.
Before you get started
Questions about this workflow
Can I compare agents inside one call center?
Authorized staff can use Agent Comparison and select the call center to review its member agents.
Can I see which calls became jobs?
The analytics use linked job IDs from call records. Complete the originating-call association during booking for those outcomes to appear.
Does every staff member see company-wide results?
No. The dashboard distinguishes authorized administrative visibility from a staff member’s own call scope.
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