In this article, you will learn how the Calls report works in order to understand the volume and performance of WhatsApp calls your team is handling.
The Calls report is available under the Analytics section. Clients under the Plus plan can filter the data by date, agent, team, and channel using the filters at the top of the page.
Summary metrics
At the top of the report, you will find five key metrics giving you a quick overview of your team's calling activity for the selected period:
- Total outbound calls — the total number of calls initiated by your team (answered and not answered).
- Total inbound calls — the total number of calls received from customers (completed and missed).
- Average call duration — the average length of all connected calls.
- Outbound missed (%) — the percentage of outbound calls that were not answered by the customer.
- Inbound missed (%) — the percentage of inbound calls that were not answered by your team.
Calls over time
This chart shows the daily volume of calls over the selected period. You can toggle between All, Inbound, and Outbound views to focus on the direction you need. The chart breaks down each bar by call status:
- Inbound answered/not answered
- Outbound answered/not answered
This makes it easy to spot days with a high volume of missed calls or periods of lower activity. The data can also be exported to CSV.
Calls by hour & day
This heatmap shows call volume distributed across hours and days of the week, helping you identify your team's peak calling times. Darker areas indicate higher call volume.
You can switch between Inbound and Outbound views to see when customers tend to call you versus when your team is placing calls. This is especially useful for optimizing staffing and ensuring your team is available during the busiest hours.
| Note: When selecting a date range longer than 7 days, the values shown in the heatmap represent the sum of all days included. To ensure accurate comparisons, make sure your selected time periods include the same number of each weekday. |
Agents performance
This table breaks down call performance per agent, allowing you to evaluate how each team member is handling calls. You can switch between Outbound and Inbound views. The table includes the following columns:
- Outbound / Inbound answered — number of calls successfully connected.
- Outbound / Inbound not answered — number of calls that went unanswered.
- Missed (%) — percentage of calls not answered.
- Avg duration — average duration of connected calls.
- Total time — total time spent on calls.
Note: Missed inbound calls are attributed to the agent assigned to the chat. However, for answered inbound calls and all outbound calls, the metric is attributed to the agent who performed the action — regardless of who the conversation is assigned to.
Teams performance
Similar to the agents table, this section shows the same call metrics aggregated by team rather than by individual agent. Switching between Outbound and Inbound views allows you to assess how each team is performing across both call directions.
Calls log
At the bottom of the report, the Calls log provides a full record of every individual call, with the following details:
- Timestamp — date and time the call took place.
- Contact name — the customer associated with the call.
- Status — whether the call was answered, missed, or had no answer.
- Direction — inbound or outbound.
- Duration — length of the call.
- Agent — the agent who handled or placed the call.
- Team — the team the call was assigned to.
- Channel — the WhatsApp number used for the call.
The log can be exported to CSV to keep a detailed record of your team's calling activity.