The whole company's call history — calculated, clickable and ready to send as a report.
Full visibility of your company's calls
How many people called yesterday — and did everyone get an answer? When in the day is the pressure highest? What are customers actually calling about? Statistics & Insights gathers the answers in one place: the company's entire call history, calculated and clickable, from the big picture down to the individual call.
The tool is built to be easy to ask. Pick a period, and every figure and chart updates instantly. Click a queue and the whole page zooms in on it. Wondering what a figure means? Just hover over it. And the analysis you build can be saved, shared with a link — or emailed by the tool as a finished report every week.
Where do I find the tool?
Statistics & Insights opens from the portal menu and is shown to company administrators with statistics access. Can't see the menu item, or want more people in the company to have access? Contact support and we'll help you get started.
Get started in a minute
Pick a period — Yesterday, Last 7 days or any date range you like. Everything on screen recalculates instantly.
Drill down — a queue in the table, an agent, a single call. The answer to the next question is always one click away.
Share or save — Copy link gives a colleague exactly the view you see, and the saved-report picker keeps your favourite analyses for next time.
Home greets you with the current state of your PBX, the week's key figures and highlights — a ready-made morning check before you have even picked anything.
A view for every question
Home — the morning check: the current state of your PBX, the week's figures and highlights, and the top lists of queues and agents.
Queues → Overview — the whole call flow on one screen: answered, missed, answer rate, waiting times and SLA, with charts showing when it happens.
Queues → Per agent — how the work is shared across the team: who answers, how long calls take and where the load is heavy.
Queues → Availability — the staffing behind the answer rate: how much of the time agents were ready to take calls, colour-coded against your target.
Queues → Call log — every single call with waiting time, talk time and outcome, for when you need to get to the bottom of something.
Queues → Call tags — calls with transcription can be tagged automatically with what the customer called about, so you can see why customers get in touch. The feature requires transcription with tagging. Want to get started? Get in touch and we'll help you.
Key Selection (IVR) — where callers go in your menus, and where they give up.
Users — calls outside the queues, per user or group.
Reports — build the analysis once and let the tool send it: every morning, every Monday or every month.
Ask the way you think: period and filters
One click, one period — the presets cover the usual (Yesterday, Last 7 days, This month …) and the date fields take any range you like. Periods follow your PBX's time zone, so you see the same day wherever you sit.
"Include today" — curious how the day is going? Extend the period to right now and follow the figures as they grow.
"Compare with previous period" — did it get better or worse? Every key figure gets an arrow against the previous period.
Office hours, evening shifts or the night before Saturday — the time filter also handles windows across midnight, and your default hours can be saved so they are always preselected.
Reports that take care of themselves
Anything you see can become a report. Download gives you the file straight away — Excel, PDF or CSV. Send now emails it to the recipients at once. And if you schedule it, it arrives by itself: daily, weekly or monthly, to up to ten recipients, in Swedish or English — you choose the report's language per report, independently of your own.
Reports are stored centrally and follow you between computers. Colleagues with statistics access see the same list, so the team's reports live in one place. Need to pause a mailing over the holidays? It takes one click — the schedule and recipients stay put and wait.
What access is needed to use the tool?
Statistics & Insights is shown by default to users in the access group Pbx Admin, which has all the permissions the tool needs. If someone should use the tool without being an administrator, for example a team leader, you can give a group of your own the permissions that control each part. You find them on the Company card under Company › Show advanced menu › Users › Access:
Queue statistics › Read is needed for the queues' statistics. Anyone with this permission sees the statistics for all of the company's queues.
PBX Ivrs › Read is needed for Key Selection (IVR).
Users › Read is needed to see colleagues' calls in the Users view.
Company › Update is needed to save the company settings.
Report administration is needed to save views and reports and to schedule mailings. Read is enough to see the list of reports. Create, Update and Delete are needed to save and change them. The company also needs the Report licence. Downloading what you see works without both the permission and the licence.
A change can take up to ten minutes to take effect. Open the tool in a new tab, or log out and back in. If the menu item or the licence is missing, contact support and we'll help you.
More help
The ? icon at the top right opens help for the view you are on, with searchable sections for every page and a glossary of the terms — everything from how SLA is calculated to how night shifts are counted. And if you get stuck, support is always close at hand.