Analytics gives everyone in your workspace a clear picture of calling and texting activity. Open Analytics in the sidebar.
The header reads "Calls & messaging over the last N days" with the dates covered. Choose 7d, 30d or 90d. The default is 30 days.
The numbers at the top
| Tile | What it shows |
|---|---|
| Total calls | All calls in the period, split into inbound and outbound |
| Answer rate | The share of calls that were answered. It turns amber below 70%. |
| Talk minutes | Total time on answered calls, with the average per answered call |
| Messages | Texts received and sent |
Charts
- Call volume: calls per day across the period.
- Busiest times: a heatmap of calls by weekday and hour, in your own time zone. Use it to plan staffing and lunch cover.
- Call outcomes: how calls ended, with counts and percentages, plus By direction: inbound, outbound and internal.
- Messaging: texts received and sent each day, with Delivered, Failed, Segments, Inbound, and Top contacts: the five numbers with the most texts.
A long text is sent as more than one segment, and texting is usually counted in segments.
Export to CSV
Select CSV to download the daily figures for the period. The file is named with the date range
(analytics-<from>_<to>.csv) and has these columns:
| Column | Meaning |
|---|---|
date | The day |
calls | Calls that day |
talk_minutes | Talk minutes that day |
sms_inbound | Texts received |
sms_outbound | Texts sent |
Very busy workspaces
If a period contains a very large number of calls, you'll see "Large range — results were capped. Narrow the dates for exact figures." Choose a shorter range for exact totals.
Ask AI about your numbers
When AI is on, ask plain-English questions about the last 30 days, such as "Which day of the week do we miss the most calls?" or "Did outbound calling go up this month?"
- Questions can be up to 500 characters.
- Answers always cover the last 30 days, whichever range the page is showing.
- "Answers are AI-generated from your last 30 days of metrics and may not be perfect. No call recordings or message contents are sent."
What the AI sees: call counts by direction and outcome, talk minutes, calls per day for the last two weeks, text message counts, and your five most-dialed numbers. It doesn't see recordings, transcripts or the content of your texts.
Turn AI on for your workspace
AI features are off until an owner or admin turns them on. The switch is in Ask AI about your numbers on this page.
Turning AI on makes these available across your workspace:
- Live transcripts, Assist and call notes
- AI transcripts of call recordings
- AI: suggest a reply in Messages
- Quality and compliance review
- The AI receptionist
- Build with AI in the Visual Flow builder
- Ask AI about your numbers
Voicemail transcripts work whether or not this switch is on.
If the Ask AI about your numbers section doesn't appear at all, AI hasn't been enabled for your account yet. Contact intSignal.
Other reports
| You want | Go to |
|---|---|
| Every call, with filters, recordings and CSV export | Admin → Settings → Billing and Usage → Call logs. See Call recording & call logs. |
| Spend and usage against your plan | Admin → Billing. See Billing & usage. |
| Queue performance: service level, wait times, abandoned calls | Contact center → Wallboard. See Wallboard & callbacks. |