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Understanding Your Results

Use this guide to read Analytics, call details, Agent Scorecards, and Campaign Wallboards.

CallOps turns every call into operational data. This guide explains each number and where to find it.

Where to find it

Page Sidebar link What it's for
Analytics Analytics Your main results dashboard — totals, trends, charts, agent leaderboard
Calls Calls Every individual call, with filters, drilling into full call detail
Agent Scorecard Open an agent → Scorecard button One agent's lifetime quality report
Campaign Wallboard Open a running campaign → Wallboard button A big-screen live view of one campaign in progress

The Analytics page — top numbers

At the top of Analytics you'll see seven number tiles. Here's exactly what each one means:

Tile What it means How it's calculated
Calls Total call attempts in the date range Every call record, regardless of outcome
Connect rate Percentage of calls where someone (or a voicemail system) actually picked up Calls with status "completed" ÷ total calls
Conversion Percentage of connected calls that ended in a booking Calls with outcome "booked" ÷ connected calls
Booked Raw count of calls marked "booked" —
Cost / booking Your average spend per booked meeting Total spend ÷ number of bookings
Spend Total wallet spend in the date range Sum of billed amounts on every call
Avg call Average length of calls that actually connected Average duration across calls with a duration greater than zero

How these metrics are calculated:

  • Connect rate is about the call status, not the outcome. A call is "connected" if it reached status completed — meaning the call ran and ended normally (someone or a voicemail box answered and the call proceeded). It does not require a human to have spoken.
  • Conversion is booked ÷ connected. It measures bookings among calls that reached completed status.
  • Cost / booking and Conversion show a dash (—) when there's no denominator yet (no connected calls, or no bookings) — that's not a zero, it's "not enough data."
  • Avg call only counts calls with a nonzero duration, so it isn't dragged down by instant no-answers.

Date ranges

Use the range switcher at the top-right of Analytics to view 7 days, 30 days, 90 days, or 1 year. Every tile, chart, and the agent leaderboard update to that window. The default when you land on the page is 30 days. Ranges are calculated in whole days ending right now — so "7 days" is the last 7×24 hours, not the last 7 calendar days on a Monday-start week.

The charts

Call volume & bookings (left, large) — an area chart with two overlaid lines: total calls per day and bookings per day, across your selected range. Use this to see whether volume is climbing and whether bookings are keeping pace with volume, or falling behind it.

Outcome mix (right) — a donut chart of every call's outcome (Booked, Interested, Callback, Not interested, No answer, Voicemail, Opted out, Transferred, Other), with a count badge under each.

Calls by hour of day — a bar chart showing what hour of the day (in your server's local time) your calls happen. Use this to find your busiest calling windows and to spot if you're dialing outside the times when people tend to pick up.

Calls by weekday — a horizontal bar list, Sunday through Saturday, showing call volume by day of week. Useful for noticing if certain weekdays are dead weight.

Agent leaderboard — a table ranking every agent that took at least one call in the selected window, sorted by call volume, showing calls, connect rate, bookings, and spend per agent. Each agent name links to that agent's full Scorecard (see below).

Sentiment breakdowns appear on each Agent Scorecard.

CSV exports

Two exports are available directly from the Analytics page toolbar, plus two more elsewhere in the app:

Export Where to get it What's in it
Calls CSV Analytics page → "Calls CSV" button Every call in the selected date range: timestamp, direction, status, outcome, sentiment, duration, cost, contact name/phone, agent, campaign, and summary
Leaderboard CSV Analytics page → "Leaderboard CSV" button The agent leaderboard table for the selected date range: agent, calls, booked, connect rate, spend
Contacts CSV Contacts page → "Export" button Every contact in your account: name, phone, email, consent status, consent source, timezone, source, tags, date added
Campaign contacts CSV Open a campaign → "Contacts CSV" button Every contact in that one campaign: name, phone, email, dialing status, attempt count, last outcome, exclusion reason, next attempt time, date added

Exports respect the selected date range and include only your workspace data. Practice exports are labeled so they stay separate from phone-call exports.

Reading a call's full detail

Click any row on the Calls page (or any date link from a chart drill-down) to open the full call record.

Recording & summary. Completed phone calls can include a Play recording button. Practice calls do not include audio. A call summary appears below when one exists.

Transcript. The full text transcript of the conversation, turn by turn.

AI analysis. If the agent has post-call analysis fields configured, this card shows each extracted field (for example: "Interested?", "Best callback time," or whatever custom fields the agent was set up to capture) with its value pulled straight from that call. If a field was later removed from the agent's configuration, older calls still show it under its original name.

Outcome. A dropdown lets you classify how the call ended: Booked, Interested, Callback, Not interested, No answer, Voicemail, Opted out, Transferred, or Other. This value feeds the charts and exports above.

Opted out. Saving this outcome immediately:

  • Removes that contact's phone number from all active and future campaigns
  • Adds the number to your do-not-call list
  • Logs the change as a compliance event

The number remains blocked from future outbound calls.

Details panel. Shows the linked contact, agent, campaign, phone number, call reference, and start/end times.

Sentiment. Where available, a small badge next to the call status (Positive / Neutral / Negative) shows the AI's read on how the conversation went overall. Not every call has a sentiment reading — only calls that went through post-call analysis will show one.

Agent Scorecard

Open any agent and click Scorecard to see that agent's entire lifetime performance, independent of date range:

  • Total calls, Booked, Avg handle time, Cost / booked — the same style of KPI tiles as Analytics, but scoped to this one agent across all time.
  • Sentiment mix — a set of horizontal bars showing the share of this agent's analyzed calls that came back Positive, Neutral, or Negative. Only calls with a sentiment reading count toward this.
  • Outcome breakdown — the same donut-chart treatment as Analytics' outcome mix, scoped to this agent.
  • 14-day call trend — a simple daily call-count chart for the last two weeks, so you can see if this agent's volume is trending up or down recently.

If the agent has no calls, the Scorecard links to a test call or campaign activity.

Campaign Wallboard

Open a campaign and click Wallboard for a big, auto-refreshing view meant for a shared screen. It updates itself roughly every two seconds without you touching anything and always identifies the current runtime mode:

  • A status pill at the top: Practice running or Dialing live. The total contact count appears beside it.
  • Four big counters: Active (currently calling or queued), Completed, Booked, and Opted-out / failed.
  • A donut chart breaking down every contact's current dialing status (pending, queued, calling, completed, failed, max attempts reached, excluded).
  • A "Latest outcomes" list showing the 10 most recently updated contacts and what happened to them, newest first.

This view reflects the current state of one campaign. Use Analytics for historical reporting.

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