---
description: Track and analyze call performance across your Workspace.
title: Reports: Calls
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

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4. Reports: Calls

# Reports: Calls

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg)

Joshua Lim

· 04 Dec 2025

2 min read

## What are Call Reports?

Call Reports provide visibility into your call activity — helping you monitor total call volume, response rates, and average duration. These reports help you answer key questions like:

* How many calls are being answered or missed?
* Which channels or agents handle the most calls?
* When are your peak calling hours?

Use these insights to optimize agent staffing, improve answer rates, and monitor performance trends over time.

## Getting Here

1. Navigate to the **Reports** module.
2. Click **Calls** in the left-side menu.

## Filters

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/F12743j9MjlD3jssKbqAC/c3b1735f7926c6e9e95a989cecabd690/filters.png?fm=jpg&q=80&w=1200&fl=progressive)

Use filters to customize the data shown in your reports.

* **Date Range:** Choose a time range such as _Today_, _Last 7 Days_, or set a custom range.
* **+Add Filter:** Filter by:  
   * Channel  
   * Contact  
   * User  
   * Call Event (e.g., Answered, Missed, No Answer)

> If a selected filter doesn’t apply to a certain chart, or returns no results, a message will indicate this.

## Report Components

### Basic Metrics

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/482dQ8WAvWLmbDqE2FwPWL/cc3d3873d461b67e4d34ae79211b38d3/basicmetrics.png?fm=jpg&q=80&w=1200&fl=progressive)

These high-level metrics summarize overall call activity within the selected period.

* **Total Incoming Calls:** All answered and missed calls received.
* **Total Outgoing Calls:** All answered and no-answer calls made.
* **Average Call Duration:** Average length of all answered calls.

Each card includes a comparison to the previous period (trend up, down, or unchanged).

### Call Breakdown Charts

Visualize trends in your incoming and outgoing call performance.

### Incoming Calls

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/7ho3zI98Nzgr7iO3mWPaKl/a3aa7dfe19a8278489eec0a23f1b760c/incomingcallsreport.png?fm=jpg&q=80&w=1200&fl=progressive)
* **Stacked Bar Chart:** Shows answered vs missed calls per day.
* **Donut Chart:** Displays overall proportion of answered vs missed calls.

### Outgoing Calls

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5vpOwzPESRcVLJ8ov9nMAd/ede9e2551175258f437afb8b8cb9364f/outgoingcallsreport.png?fm=jpg&q=80&w=1200&fl=progressive)
* **Stacked Bar Chart:** Shows answered vs no-answer calls per day.
* **Donut Chart:** Displays overall proportion of answered vs no-answer calls.

### Grouping Options

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/46HVUWYdroZMaKBwRmGaPK/164610d13a5b33fec58a99f5cdd50c9e/grouping.png?fm=jpg&q=80&w=1200&fl=progressive)

Use the **Group by** dropdown to change the data grouping:

* **Call Status** (default): Answered, Missed, No Answer
* **Channel:** WhatsApp, Messenger, etc.

### Call Heatmaps

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4SvElHLeNj43ynDYH6W7Wo/63abeaf02eb9e8789ac342406b6e4219/heatmap.png?fm=jpg&q=80&w=1200&fl=progressive)

Identify peak hours and days for your team’s calling activity.

* **Incoming Calls Heatmap:** Orange-colored cells represent the volume of answered and missed incoming calls.
* **Outgoing Calls Heatmap:** Green-colored cells represent answered and no-answer outgoing calls.

Darker shades = higher call volumes. 

Each call is logged based on its start time only.

### Call Log

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5Upm05X8VfMnMornH1Xeij/259b37ef92d9e55fa8c116ea5276ce47/calllog.png?fm=jpg&q=80&w=1200&fl=progressive)

Get a detailed view of all calls made or received.

**Column Descriptions:**

* **Contact:** Clickable name linking to the conversation.
* **Call Event:** Incoming or Outgoing.
* **Call Status:** Answered, Missed, or No Answer.
* **Channel:** Platform used (e.g. WhatsApp).
* **User:** The agent who handled the call.
* **Call Duration:** Time spent on the call. Not shown for unanswered calls.
* **Timestamp:** Start time of the call or end of the attempt.
* **Call recording**: Playback link to the audio file (if available).
* **Call transcript:** Download link for the text transcript (if the call was transcribed).
* **Call summary:** Preview of the AI-generated summary, with full content available on hover (if enabled).

You can sort the log by **Call Duration** and **Timestamp**. Use pagination to browse through more entries.

## FAQ and Troubleshooting

### Why are some calls not showing up?

Only calls made during the selected date range and matching filters will be shown. Try expanding your filters.

### Why is Call Duration missing?

Call duration is only shown for answered calls. Missed or no-answer calls will show “–”.

### Can I export this data?

Not at the moment. For exporting call-related data, use the **Data Export** module. However, you can **download each individual chart** as a **PNG**, **SVG**, or **CSV** file for your own reference.

### What does “Calls is disabled” mean?

Your Workspace hasn’t enabled the Calls feature yet. Click **Go to Channels** in the callout to enable it.

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## 

Related articles 👩‍💻

* [Reports: Lifecycle Discover how Lifecycle Reports tracks leads from new to paying customers, measuring conversions, drop-offs, and time metrics for an optimized funnel. ](/help/dashboard-reporting/reports-lifecycle)
* [Reports: BroadcastsView the delivery rates of broadcasts to gain insights into the performance and delivery data of the broadcasts. ](/help/dashboard-reporting/reports-broadcasts)
* [Reports: UsersThe Users reports tab consists of all the metrics and information related to Users. ](/help/dashboard-reporting/reports-users)
* [Reports: LeaderboardInstantly identify and analyze top performing users and teams in the Workspace. ](/help/dashboard-reporting/reports-leaderboard)
* [Reports: AssignmentsView the Contact assignment activity on the platform. ](/help/dashboard-reporting/reports-assignments)

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2025-12-05T03:58:00.834Z

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