Guides / Account, billing, and compliance

How to see call analytics and build custom call reports

Call analytics shows how your lines are doing: how many calls came in, how many were missed, how fast your team answers, your busiest hours, and who answers the most. Custom reports let you build your own tables from templates and pin them to the analytics page. This guide shows account admins how to filter analytics, read each card, see the calls behind a number, and make, edit, and pin a report.

Web app Updated November 6, 2026

Before you start

You need to be an account admin on a plan with call analytics. Other plans see what it adds, with a button to switch.

Step 1. Open Call analytics and filter it

Step 1.a Click your initials at the top right of the screen, then click Call analytics.
Step 1.b Choose a Line, or All lines.
Step 1.c Click 7 days, 30 days, 90 days, 6 months, or 12 months, or click Custom dates, pick a start and end, and click Show.
Step 1.d Click Customize to choose and order the cards on this page.

The Call analytics page with the Line filter, the 7, 30, and 90 day buttons, Custom dates, Custom reports, and Customize. — **Line** (1.b), the date buttons (1.c), and **Customize** (1.d).

Step 2. Read the cards

Step 2.a Read the totals at the top, Incoming calls, Missed, Time to answer, and Outgoing calls.
Step 2.b Read Incoming calls per day for the trend, and Busiest hours for the weekday and hour with the most calls.
Step 2.c Read Who answers for each person's answered calls, their share, and how fast they answer. Click a column heading to sort it.
Step 2.d Double-click any number to see the calls behind it.

The totals and the Incoming calls per day chart on Call analytics. — The totals (2.a) and **Incoming calls per day** (2.b).

The Busiest hours heatmap and the Who answers table on Call analytics. — **Busiest hours** (2.b) and **Who answers** (2.c).

Step 3. Make a custom report

Step 3.a Click Custom reports at the top of Call analytics.
Step 3.b Under Start from a template, click a template such as Missed rate by line, weekly, or click Blank report.
Step 3.c Give it a Report name, choose whether it Reports on calls or texts, pick what to Measure, and choose Show counts as numbers or percentages.
Step 3.d Choose the Rows, what to Split into columns by, the Dates, and any More filters. The Preview on the right updates as you go. Save the report.
Step 3.e On the reports list, click Pin to show a report on Call analytics, Unpin to take it off, or Edit to change it.

The Custom reports page with saved reports, their Pin and Edit buttons, and the report templates. — Saved reports with **Pin** and **Edit** (3.e), and the templates (3.b).

A new custom report started from the Missed rate by line template, with its name, rows, columns, dates, and filters. — **Report name** (3.c), with **Rows**, columns, and **Dates** (3.d).

Questions and answers

What counts as a missed call?

An incoming call nobody picked up, including calls that went to voicemail. The missed rate is missed calls divided by incoming calls.

How is time to answer measured?

From when a call starts ringing your team to when someone answers. The cards show the median, so one long wait doesn't skew it.

Which time zone do busiest hours use?

Each line's own time zone, set in its business hours.

Can I export a report?

Reports are on the page. For your own spreadsheets, use the API or Zapier to send calls to them. See API, Zapier, and AI assistants.

Who can see analytics?

Account admins.

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Getting started

Create a login and pick a plan. Checkout saves a card for the 7-day free trial, and nothing is charged until it ends.
Confirm your business and its 911 address, and get a local number on the spot. Bringing your own number? You answer on a temporary one while it moves over, for free.
Choose where calls ring, write what callers hear, invite your team, and register for texting. Then answer in the browser, the iPhone and Android apps, or a desk phone. How it works has the details.

Screens change as we improve Onyx Phone; we last checked this guide on November 6, 2026. The screenshots show a made-up business. Markdown version · All guides · Contact us