Missed calls become a number, not a feeling
Answered, missed and abandoned calls are counted per day, per queue and per number, so “we think we are busy at lunch” turns into something you can act on.
Call Analytics
Stop guessing how many calls you are missing.
Answered, missed and abandoned calls, wait times, busiest hours and which advertised number the caller dialled — reported by team, queue and number, and exportable when you want it in a spreadsheet.
- Missed and abandoned call reporting
- Hourly volume for staffing
- Per-number marketing attribution
Example
Calls by hourToday
96%Answered
0:42Avg. wait
7Missed
3%Abandoned
791113151719
Peak at 9–10 a.m. — add one agent
3CTel Call Analytics reports on what happens to your business calls: how many were answered, missed or abandoned, how long callers waited, when volume peaks by hour and day, and which number or campaign each call came through. Reports cover queues, ring groups, teams and locations, can be filtered by manager, and export to CSV. It measures traffic and outcomes, not the content of conversations.
What changes for your business.
Staffing matches the actual call pattern
Hourly and day-of-week volume shows where the peaks really are, so you schedule coverage against demand instead of habit.
You know which marketing actually rings the phone
Give each campaign, listing or location its own number and the report tells you which one produced the calls.
Supervisors see the queue in real time
A wallboard shows callers waiting, longest wait and agent status now — not in a report someone reads tomorrow.
Core capabilities.
Answered, missed and abandoned
Every call classified and counted, with abandoned calls separated from calls that reached voicemail or an after-hours message.
Wait time and time to answer
Average and longest wait, time to answer, and how many callers hung up before the threshold you care about.
Volume by hour and day
Call volume broken out by hour of day and day of week, so you can see the Monday morning spike and the quiet Friday afternoon.
Queue and ring group reports
Per-queue performance: offered, answered, abandoned, service level and how work was distributed across the team.
Per-number attribution
Inbound volume by DID, so a campaign number, a location number and a toll-free number each report separately.
Supervisor wallboards
A live view for a screen on the floor or a supervisor’s second monitor: calls waiting, longest wait, agents available and on call.
Per-user and per-team activity
Inbound and outbound counts, talk time and handled calls by extension, team or location for coaching conversations.
Scheduled and exportable reports
Send a daily or weekly summary to the people who need it, and export the underlying detail to CSV for your own analysis.
Common use cases.
Front desk that keeps missing calls
A clinic finds that most abandons happen in a twenty-minute window after opening, and moves one person’s start time to cover it.
Marketing spend you cannot justify
Separate numbers on each ad and listing show which channel produced calls that were actually answered, not just clicks.
Support queue with a service-level target
Supervisors watch the wallboard during peaks and use the weekly queue report to decide whether the target is realistic.
Multi-location business comparing sites
One report compares volume, answer rate and wait time across locations so a struggling site gets help instead of blame.
AI optimization recommendations from your reports
AI communication optimization reads the same call data as your reports and recommends routing changes, staffing by hour and callback thresholds, each with an estimated cost and quality effect that a manager reviews and approves before it is applied.
Setup and migration.
Analytics is configured with the call flow it measures, so the reports match how your business is actually organized.
Decide what you need to know
We start from the questions — are we missing calls, when are we busy, which ads work — and choose the reports that answer them.
Structure queues, teams and numbers
Reporting is only as clear as the setup underneath it. Queues, ring groups, teams and campaign numbers are named and grouped for reporting.
Set up wallboards and scheduled reports
Supervisor views are configured for the screens you use, and recurring summaries are scheduled to the right inboxes.
Review the first month with you
We walk through the first weeks of real data together and adjust the routing or the staffing plan based on what it shows.
AI in this product
AI on your call analytics
Dashboards show what happened; AI explains why and proposes what to change, applied only with your approval.
Plain-language explanations of changes
When answer time, abandonment or volume shifts, the AI explains the likely driver, such as a staffing gap or a menu change, instead of leaving you to compare charts.
Staffing by hour recommendations
Demand per queue by hour and day is compared with the agents logged in during those periods to recommend where coverage should move, naming the hour, the queue and the number of people.
Recommendations tracked to outcome
Each proposed change records the evidence behind it, your decision to approve, defer or decline, and the measured effect after it was applied, all reviewed with a specialist on a monthly cadence.
Common questions, answered directly.
What questions can call analytics answer for a small business?
The practical ones. Are we missing calls, and at what times? How long do people wait before hanging up? Which advertising numbers produce calls that were actually answered? Which location or team needs help? Reports show volume by hour and day, answer and abandon rates, wait times and per-number counts, so staffing and marketing decisions rest on numbers rather than impressions.
How is a missed call different from an abandoned call?
A missed call rang a person or group and was not picked up, then followed the fallback path such as voicemail. An abandoned call is one where the caller hung up while waiting in a queue or hearing ringing before anyone answered. Reporting keeps the two apart so you can tell a staffing problem from a routing problem.
Can managers see reports for only their own team or location?
Yes. Reporting views are assigned by role. A branch manager can be limited to the queues, ring groups and numbers for their site, while head office sees every location side by side. Filters cover queue, team, extension and number, and any view can be exported for a spreadsheet or a reporting tool where an integration is scoped.
Learn more
- Call queueCallers wait in order and are delivered one at a time to the next free agent.
- Customer serviceThe phone workflow behind a support desk that answers, follows up and improves.
- Ring groups vs call queuesTwo ways to share incoming calls, and the team size where one turns into the other.
- Call routingThe rules that decide where each incoming call goes and what happens when nobody answers.
Learn more
Works with the tools you already use.
Integrations are scoped during planning based on your systems; availability is confirmed before activation.
- Microsoft 365Productivity
- Google WorkspaceProductivity
- HubSpotCRM
- SalesforceCRM
- Zoho CRMCRM
- Webhooks & APICustom
Related products.
Contact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreBusiness Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistBusiness Phone Numbers
Local, toll-free and campaign numbers that all land in one system.
Learn more: Business Phone NumbersFrequently asked questions.
A caller who hangs up while waiting in a queue or ringing, before reaching a person. It is reported separately from calls that were routed to voicemail or an after-hours message, so the two are not confused.
Historical retention depends on the plan configured for you. We confirm the retention window during planning so it matches how far back you actually need to compare.
Yes. Reports can be filtered by queue, ring group, team, extension or number, and a manager can be given a view limited to their own location.
Yes. Reports export to CSV, and where an integration is available call records can be pushed into your CRM or a reporting tool scoped during planning.
Call analytics measures traffic — volumes, timings and outcomes — not conversation content. Call recording is a separate feature, and AI transcription is scoped separately where it applies.
No. Reporting works on a standard business phone setup. Contact centre adds deeper queue management and supervisor tooling on top of the same data.
Build a setup you can actually measure.
Answer a few questions and we will map the call flow and the reports that go with it.