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Call Volume Stats Report

The Call Volume Stats report provides a high-level overview of call activity grouped by brand. It gives you a single summary row per brand, making it easy to compare call performance across your brands at a glance.

Call Volume Stats Report

Report Columns​

ColumnDescription
BrandThe brand name associated with the phone number that handled the call
Total CallsTotal number of calls across all directions and statuses
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​

All columns are computed identically to the Call Volume By Day report, with the difference being that data is grouped by brand instead of by date.

Brand Assignment​

Each call is associated with a brand through its phone number. The call's number_id links to a phone number, which in turn links to a brand via brand_id. Calls on phone numbers not assigned to a brand will appear with a blank Brand column.

Answer Time / Handle Time​

  • Answer Time: Calculated as the average of answered_at - queued_at across all inbound queued calls that were answered. This measures how long callers waited in the queue before an agent picked up.
  • Handle Time: Calculated as the average of end_time - answered_at across all inbound queued calls that were answered. This measures how long the agent spent on the call after picking up.

Both values are only computed when there are answered queue calls (uses NULLIF to avoid division by zero).

Hangups​

Inbound calls that entered the queue (queued_at is set) but were never answered (answered_at is null). These represent callers who hung up while waiting.

Voicemails​

Calls that have an associated voicemail record, identified by a LEFT JOIN to the voicemails table.

Totals Row​

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

Report Filters​

Date Range​

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

Understanding the Results​

Example Rows​

BrandTotal CallsFailed CallsOutboundOutbound AnsweredInboundInbound AnsweredQueue CallsQueue Answered
Dev30102121
10503728685135

This shows:

  • The Dev brand had 3 total calls: 1 outbound (unanswered) and 2 inbound (1 answered, both queued, 1 queue answered)
  • 105 calls were on phone numbers without a brand assignment, with 37 outbound (28 answered) and 68 inbound (5 answered)

Use Cases​

Multi-Brand Management​

  • Compare call volume and performance across brands
  • Identify which brands drive the most call traffic
  • Monitor answer rates by brand

Resource Allocation​

  • Determine if specific brands need more agent coverage
  • Compare inbound vs outbound activity by brand
  • Track queue performance to ensure service levels per brand

Performance Benchmarking​

  • Set and monitor KPIs per brand
  • Compare answer rates across brands
  • Identify brands with high failure rates that may need technical attention
  • Call Volume By Day: Call metrics broken down by day
  • Call Volume By Hour: Call metrics broken down by hour
  • Call Inbound Source Totals: Inbound calls by phone number and source