Call Statistics section allows you to analyze all calls in Bitrix24. You can do reports on the total number of calls, as well as track the work of your operators.
Call statistics includes all calls - both via the built-in Bitrix24 telephony and calls made via REST- and SIP-integrations.
How to work with call statistics
All charts are formed with the help of filters by period, by employees, by connection or by number.
If you put the arrow on the chart marker, you will see summary information for the item, for example, the number of calls on a certain date.
If you click the marker, it will open a list of calls included in this chart by this filter.
A general summary table of calls for a particular element is placed under the chart.
Columns can be moved, and you can change the order of the elements. All elements in cells are interactive - you can click the numbers in a cell and a window opens with a list of data included in that cell.
The previous period is automatically calculated for the same period before the reporting period. For example, if you are looking at data in the reporting period "last month", the previous period will also be selected as "the month before the reporting period". In some charts, the previous period can be set manually.
Call summary
In this block, there is the analysis of calls: the number of incoming, outgoing, missed, time of calls, the dynamics compared to the previous period, etc.
Call statistics
It shows the number of incoming, outgoing, missed and return calls for a specified period. Call statistics shows the percentage difference in the total number of calls in the reporting period from the same previous period.
For example, you select the period for the last week in the filter. Then the call statistics will be calculated as the difference between the total number of calls for the last week and the total number of calls for the previous week.
Compare time periods
This section contains the total number of calls for 2 periods: the reporting period is selected first, and the previous period is set automatically, but it can be changed.
In the filter, you can select both the total number of calls and separately by type: incoming, outgoing, missed and return calls.
Column Dynamics shows the percentage difference in the number of calls in the reporting period from the same previous period.
Missed calls
This section contains information about missed calls. For example, a client called - a deal was created - the call was missed - an operator did not call the client back.
Call density
Call density shows the time when most calls come in and how managers handle the calls: how many calls are answered and missed. The statistics can be viewed by days and hours.
If you select a particular number in the filter, the green bar on the horizontal scale will appear. It shows the working time of the number. If more than one number is selected in the filter, the bar will show the working time of each number.
Employee performance
In this block, the work of managers is analyzed. You can see their call load and efficiency.
Employee involvement
In this section, the statistics on incoming, outgoing and missed calls for each employee is shown.
To change the scale of the diagram by employees, use a special slider.
Call duration
This chart shows how much time managers talk with clients, spend on incoming and outgoing calls.
Missed call reaction
This chart shows how many missed calls were in the reporting period, how many times the manager called back and how quickly he called back - the average time to answer a missed call is counted.
Average call duration
This chart shows the average time of each manager's conversation with a client and call statistics compared to the previous period. There is no division into incoming and outgoing calls.
