Insights and reporting

Insights in the sidebar breaks down your call and message volume. Switch between Daily and Hourly, filter by channel, change the date range, and Export when you need the numbers elsewhere.

The four cards

• Messages — split into inbound and outbound.
• Calls — split into Answered, AI Handled, and Missed. This is the one to watch: AI Handled is the volume you’d otherwise have taken yourself, and Missed is the work still leaking out.
• Unique conversations — distinct people, not total interactions. Ten texts from one caller is one conversation.
• Time on calls — total talk time across the period.

Each shows the change against the previous period, so you can tell a busy week from a growing one.

Activity by user

The table underneath breaks the same numbers down per person, with your AI assistant listed as its own row. It’s the clearest view of the split between what your agent absorbed and what reached your team.

What to look at, and when

In your first week, watch Missed. Calls still going unanswered usually mean an unforwarded number or a call flow that isn’t sending everything to your agent.

Once you’re settled, watch the AI Handled share and your time on calls together. Both moving in the right direction means your agent is taking real work off your desk, not just adding a step before you pick up.

When something changes — you edit the greeting, add rules, switch on booking — note the date and compare the weeks either side.

Home also shows a seven-day summary of the same figures, with View insights to jump here.