Call Analytics and Reporting

How many calls you get, how many you miss, and when. Most businesses are guessing at all three, and the guess is usually optimistic.

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The number that settles arguments

The question "are we missing calls?" is answered by opinion in most businesses. Someone thinks the phones are busy at lunchtime; someone else thinks the problem is Monday mornings; nobody knows how many callers rang, waited and gave up, because an abandoned call leaves no trace unless something is counting. Reporting turns that into a number, and the number is nearly always higher than the estimate.

What makes it useful is the pattern rather than the total. Missed calls cluster — at lunch, at the start of the day, on one day of the week, or in the fortnight when two people are on holiday. Knowing where the cluster is turns a vague staffing worry into a specific change: cover the lunch hour, add a second person to the group on Mondays, set an overflow after twenty seconds. Those are cheap fixes that only get made when somebody can point at the data.

Live wallboards are a related but separate thing, and worth being honest about. In a genuine contact centre, a screen showing calls waiting and longest wait time changes behaviour usefully. In a twelve-person office, it mostly makes people anxious. The historical report is the part that earns its place for most businesses; the live display is for teams whose entire job is answering the phone.

What gets measured

Calls answered and missed

The count that ends the argument, including callers who waited and gave up before anyone picked up.

Time and day patterns

Missed calls cluster. Knowing whether it is lunchtimes or Mondays turns a worry into a specific fix.

Wait before answer

How long callers hold. The average is less useful than knowing how many waited longer than a minute.

By team and by person

Where calls actually land, which is often not where people assume they land.

By number

Which advertised number generated which calls — the practical way to see if marketing is working.

Live wallboards

Calls waiting and longest wait, on a screen. Genuinely useful in a contact centre, rarely in an office.

Who we work with

We are independent of any single network or vendor, so the recommendation follows the requirement.

Telephony platforms

Hosted, on-premise or Microsoft Teams — the right answer depends on the building, not on what we prefer to sell.

Network and vendor names and logos are the trademarks of their respective owners, shown to describe the services SCG Solutions supplies.

What businesses do with it

Cover the lunch hour, once the data shows that is where the misses are
Add a second person to a hunt group on the one busy day, not all week
Set an overflow after twenty seconds, having seen how long people actually wait
Prove whether an advertised number is generating calls at all
Settle whether the team is understaffed or the routing is wrong — they look identical without data
Stop guessing at a number that is usually worse than the estimate

Call Analytics and Reporting — Common Questions

Can we see calls we missed?

Yes, including callers who waited in a queue and gave up before anybody answered — which is the group nobody can see without reporting, because an abandoned call leaves no trace. It is almost always a larger number than the business estimates, and it is usually the reason people switch reporting on.

Do we need a wallboard?

Only if answering the phone is the team’s whole job. In a genuine contact centre a live display of calls waiting changes behaviour usefully. In a twelve-person office it mostly creates anxiety without changing anything, and the historical report is the part that actually earns its place.

Can we tell which advertised number generated a call?

Yes, provided each campaign or channel uses its own number. This is the most practical way to find out whether an advert, a directory listing or a vehicle livery is producing calls, and it works without any tracking on the caller’s side. It needs planning before the number is advertised rather than after.

Does this show individual staff performance?

It can, and it is worth being careful with. The data is legitimately useful for spotting where calls actually land versus where people assume they land. Using it as a per-person league table tends to change behaviour in ways that are not helpful — people answer and transfer rather than answer and resolve.

How far back does the data go?

Reporting covers a rolling historical period, which is enough to see seasonal and weekly patterns rather than just this week. That matters because the useful finding is nearly always a pattern — a day, an hour, a holiday fortnight — rather than a single busy afternoon.

Is this included or extra?

Basic reporting — calls in, answered, missed, and by whom — comes with a cloud phone system. Deeper reporting, per-number attribution and live displays are typically an addition. It is worth starting with what is included, since for most businesses the basic numbers reveal the pattern that needs fixing.

Find out how many you miss

Most businesses guess low. The report takes no effort on your part once it is switched on, and it tends to pay for itself the first time it shows a pattern nobody had noticed.

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