Analytics
The One Voice provides three analytics views: standard reports, a real-time supervisor wallboard, and quality-of-service (QoS) monitoring.
Reports
Go to Reports in the left navigation. The page has three tabs:
Queue Performance
Metrics for each call queue over the selected time period:
| Metric | Description |
|---|---|
| Total Calls Offered | All calls that entered the queue |
| Calls Answered | Calls picked up by an agent |
| Calls Abandoned | Callers who hung up before an agent answered |
| Abandonment Rate | Abandoned / Total Offered (%) |
| Average Wait Time | Mean time from queue entry to answer |
| SLA % | % of calls answered within your target wait time |
| Average Handle Time | Mean talk time per answered call |
| Agent Utilization | % of time agents were on a call vs. available |
SLA threshold is configurable per queue — set your target in Call Queue settings (e.g., "80% of calls answered within 30 seconds").
Agent Performance
Metrics per agent for the selected period:
| Metric | Description |
|---|---|
| Total Calls | Inbound + outbound |
| Answered | Calls the agent picked up |
| Missed | Calls that rang and were not answered |
| Avg Handle Time | Mean talk duration per call |
| Avg Call Score | Mean AI call quality score (if scoring enabled) |
| Total Talk Time | Sum of all call durations |
Click any agent row to drill down to that agent's individual calls for the period.
Call Volume
Volume trends over the selected time period:
- Hourly bucketing — bar chart of call volume by hour of day
- Daily bucketing — bar chart of call volume by day
- Peak Hours Heatmap — 24-hour grid showing the hottest call periods (darker = more calls)
- Direction split — inbound vs. outbound totals
The Peak Hours Heatmap is especially useful for staffing decisions — it shows at a glance when you need more agents available.
Date Presets and Custom Ranges
All reports support:
- Today / Yesterday
- Last 7 Days
- Last 30 Days
- This Month / Last Month
- Custom date range (calendar picker)
Exporting Reports
Click Export CSV on any report tab to download the data. The export includes all table rows regardless of the current page (no pagination limit on exports).
Supervisor Wallboard
Go to Wallboard for a real-time operations display designed for a TV monitor or large screen.
The wallboard auto-refreshes every 10 seconds and shows:
Queue Health Strip
A horizontal bar at the top showing the status of each queue:
- Green — SLA healthy; wait times within target
- Yellow — wait times elevated; approaching SLA threshold
- Red — SLA breach; immediate attention needed
Agent Presence Grid
All agents displayed as cards with their current status:
| Badge | Meaning |
|---|---|
| 🟢 Available | Ready to receive calls |
| 🔵 On Call | Currently on an active call |
| 🟡 Away | Temporarily unavailable |
| 🔴 DND | Do Not Disturb |
| ⚪ Offline | Not logged in |
Click any agent card to view their current call details.
Active Calls Table
Live table of all active calls with caller ID, agent, duration, and queue/hunt group. Duration counts up in real time.
QoS Dashboard
Go to QoS Dashboard for network quality metrics on your calls.
| Metric | Good | Warning | Poor |
|---|---|---|---|
| MOS Score | > 4.0 | 3.5–4.0 | < 3.5 |
| Packet Loss | < 1% | 1–3% | > 3% |
| Jitter | < 30ms | 30–60ms | > 60ms |
| Round-Trip Latency | < 150ms | 150–300ms | > 300ms |
MOS (Mean Opinion Score) is the standard VoIP quality metric. Scores below 3.5 result in noticeable audio degradation.
The QoS Dashboard shows:
- Per-call QoS details (expandable)
- Historical QoS trends
- Problematic calls flagged automatically
- Per-agent QoS summary (useful for identifying agents with persistent home network issues)