What is Insights?

Insights - It's BI Without the Know-How

Insights is our new reporting interface designed to give you powerful business intelligence at a glance – without needing to be a BI expert. It provides a clear, visual dashboard where you can explore call activity, performance trends, and team leaderboards, helping you make informed decisions faster.

At-a-Glance Metrics

• Call Handling Overview – Instantly see total calls, answered calls, unanswered calls, and voicemail volumes.

• Inbound vs. Outbound Trends – Compare inbound and outbound call distribution by hour or day of the week.

Leaderboards

Gain visibility into performance across your organisation:

• Extensions

  • Individual user leaderboard

  • Department aggregate leaderboard

  • Location aggregate leaderboard

• Groups

  • Per-group leaderboard

  • Department-focused leaderboard

  • Location-focused leaderboard

Time-Based Insights

• Call Handling by Hour and Day – Track when calls are being answered, missed, or sent to voicemail.

• Ring Time Analysis – Scatter plots showing how long phones rang before being answered or missed.

• Talk Time Analysis – Scatter plots for both inbound and outbound conversations.

Flexible Filters

• Apply filters such as Location and Department to tailor dashboards to your needs.
• Save and share filter sets so teams across your organisation can access consistent, quick insights.

What’s Next?

The first release of Insights focuses on high-level visibility. In future updates, we plan to introduce more filter options, as well as drill-down capabilities, allowing you to explore the detail behind each visual.
Your feedback will shape these enhancements, so please share your requests and ideas with our team!