Skip to main content

Call Volume By Day Report

The Call Volume By Day report provides a daily breakdown of all call activity, categorizing calls by direction (inbound/outbound), answer status, and queue activity. Each row represents one day within your selected date range.

Call Volume By Day Report

Report Columns​

ColumnDescription
DateThe calendar date
Total CallsTotal number of calls on that day
Failed CallsCalls with a status of "failed" (did not connect)
OutboundNumber of outbound (agent-initiated) calls
Outbound AnsweredNumber of outbound calls that were answered
InboundNumber of inbound (customer-initiated) calls
Inbound AnsweredNumber of inbound calls that were answered by an agent
Queue CallsNumber of inbound calls that entered the call queue
Queue AnsweredNumber of queued inbound calls that were answered
Answer TimeAverage time (in seconds) from when an inbound call entered the queue until it was answered
Handle TimeAverage time (in seconds) from when an inbound queued call was answered until the call ended
HangupsNumber of inbound queued calls that were not answered (caller hung up while waiting)
CompletedNumber of calls with a status of "completed"
TransfersNumber of calls with a status of "transfer"
VoicemailsNumber of calls that resulted in a voicemail

How the Numbers Are Computed​

Total Calls​

Count of all calls (inbound and outbound) on that day.

Failed Calls​

Calls where call_status = 'failed'. These are calls that did not connect due to technical issues.

Outbound / Outbound Answered​

  • Outbound: Calls where direction = 'outbound'
  • Outbound Answered: Outbound calls where answered_at is set

Inbound / Inbound Answered​

  • Inbound: Calls where direction = 'inbound'
  • Inbound Answered: Inbound calls where answered_at is set

Queue Calls / Queue Answered​

  • Queue Calls: Inbound calls where queued_at is set, meaning the call entered the queue system
  • Queue Answered: Inbound calls that were both queued (queued_at set) and answered (answered_at set)

Answer Time / Handle Time​

  • Answer Time: Average seconds from queued_at to answered_at across all inbound queued calls that were answered that day. Measures how long callers waited in the queue.
  • Handle Time: Average seconds from answered_at to end_time across all inbound queued calls that were answered that day. Measures how long the agent spent on the call.

Hangups / Completed / Transfers / Voicemails​

  • Hangups: Inbound calls that entered the queue but were never answered
  • Completed: Calls with call_status = 'completed'
  • Transfers: Calls with call_status = 'transfer'
  • Voicemails: Calls that resulted in a voicemail (identified by an associated voicemail record)

Timezone Handling​

Dates are grouped after converting call timestamps to your selected timezone. This ensures calls that occurred late at night are attributed to the correct local date.

Totals Row​

The Totals row at the bottom sums all columns across all days.

Report Filters​

Date Range​

  • From/To: Select the date range for calls to analyze
  • Example: Jan-01-2026 to Jan-31-2026

Timezone​

  • Purpose: Determines how calls are grouped into days
  • Options: Select from available timezones (e.g., Central, Eastern, Pacific)

Understanding the Results​

Example Row​

DateTotal CallsFailed CallsOutboundOutbound AnsweredInboundInbound AnsweredQueue CallsQueue Answered
Jan 6, 202650114000

This shows:

  • 5 total calls on January 6th
  • No failed calls
  • 1 outbound call that was answered
  • 4 inbound calls, none of which were answered by an agent
  • No calls entered the queue system that day

Days With No Calls​

Days with zero calls within your date range will not appear in the report. Only days with at least one call are shown.

Use Cases​

Staffing Planning​

  • Identify busiest days of the week or month
  • Plan staffing levels based on daily call patterns
  • Spot trends in call volume growth or decline

Service Level Monitoring​

  • Compare inbound calls vs inbound answered to track answer rates by day
  • Monitor queue answered rates to ensure service levels
  • Identify days with high unanswered call rates

Campaign Correlation​

  • Correlate call volume spikes with marketing campaigns
  • Track outbound calling activity by day
  • Measure the impact of promotions on inbound volume
  • Call Volume By Hour: Same metrics broken down by hour
  • Call Volume Stats: Same metrics grouped by brand
  • Call Inbound Source Totals: Inbound calls by phone number and source