Analytics

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Overview

Quo Analytics provides comprehensive insights into your team’s communication patterns and performance. Track call and text volume, identify peak activity times, monitor team performance, drill into charts to see the activity behind a metric, and export detailed reports for deeper analysis.

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Accessing analytics

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Getting to the dashboard

To view analytics:

1. Click Analytics in the left sidebar (web and desktop only)
2. Select time period and filters
3. Review metrics and export data as needed

Platform availability:

• Available on web and desktop applications
• Mobile app support coming soon

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Analytics dashboard overview

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Key metrics displayed

Summary statistics:

• Total outgoing and incoming messages
• Total outgoing and incoming calls
• Total unique conversations
• Talk time distribution (calls grouped by length)

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Team performance breakdown

User activity analysis:

• Individual team member call and message volumes
• Performance comparisons across team
• Activity trends over selected time periods

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Activity heat map

Peak activity identification:

• Visual representation of busiest times by day and hour
• Helps optimize team scheduling and coverage
• Identifies communication patterns

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Talk-time distribution

In addition to total time on calls, the dashboard breaks calls down by how long each call lasted:

• 0–10 seconds (typically misdials or immediate hangups)
• 10–30 seconds
• 30 seconds – 2 minutes
• 2 – 10 minutes
• 10 – 30 minutes
• 30 minutes+

Use this to spot patterns like a spike in very short calls (which can indicate IVR or routing friction) or to confirm that meaningful conversations are happening at the length you’d expect.

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AI call tags

If your workspace uses AI call tags, Analytics surfaces tag volume directly in the dashboard:

• See which tags are applied most often across the selected time range
• Compare tag volume trends over time
• Click into a tag to see the underlying calls

This makes it easy to track the topics your team handles most — e.g. “billing question,” “appointment booking,” “support escalation” — without leaving the dashboard.

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Agent vs. teammate attribution

Calls handled by AI agents are reported separately from calls handled by teammates, so workload and outcome metrics aren’t mixed together. Filter the dashboard to one or the other to see where AI is deflecting volume and where your team is spending its time.

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Filtering and customizing data

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Available filter options

Time period filters:

• Predefined ranges: Today, yesterday, last 7 days, 4 weeks, 3 months, 12 months
• Business periods: Month-to-Date (MtD), Quarter-to-Date (QtD), Year-to-Date (YtD)
• Custom date range selection

Data granularity:

• Day view for detailed daily patterns
• Week view for broader trends

Phone number filtering:

• Filter by specific phone numbers
• Analyze individual number performance
• Compare performance across different numbers

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Data export and reporting

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CSV export process

To export analytics data:

1. Apply desired filters and time range
2. Click Export CSV in upper right corner
3. Report will be emailed to your Quo account email
4. Download and analyze in spreadsheet application

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Export data points

Included in CSV exports (24+ data points):

• Team member assignment for calls and messages
• Call duration and timing details
• Caller and message sender phone numbers
• Timestamp information for all activities
• Status breakdowns for calls, messages, and voicemail
• Direction indicators (incoming vs outgoing)

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Understanding status indicators

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Call outcome definitions

Analytics classifies every call by what actually happened, not just whether it connected. Incoming and outgoing calls use different outcome sets because the failure modes are different. Incoming call outcomes:

• Answered by teammate — connected to a member of your team
• Answered by AI agent — connected to an AI agent and held a meaningful conversation (10 seconds or more of talk time)
• Agent abandoned — reached an AI agent but the caller hung up in under 10 seconds (often indicates the caller wanted a human)
• Forwarded — routed to an external number
• Voicemail — the caller left a voicemail
• Abandoned — the caller hung up before anyone or anything answered
• Missed — rang through but was never picked up

Outgoing call outcomes:

• Connected — the recipient answered
• No answer — rang but went unanswered
• Busy — the line was busy
• Canceled — your teammate ended the call before it connected
• Failed — the call could not be placed (e.g. invalid number, carrier rejection)

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Messages

Messages are reported by direction, not by delivery status:

• Messages received — total inbound messages
• Messages sent — total outbound messages

Each shows the total for the selected range, the percentage change against the previous period, and a comparison line for that previous period on the chart.

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Drilling into the underlying activity

From any chart or metric tile in the dashboard, you can click a bar, segment, or tile to open a side panel listing the individual calls and messages behind the number. Each row shows the contact, the inbox the activity happened in, a preview of the call or message, the teammate who handled it, and when it occurred. This makes it easy to:

• Spot-check a metric that looks off
• Pull up the exact calls that were tagged a certain way
• Investigate a spike in missed or abandoned calls
• See which inbox specific calls or messages came through

Click a row to open that conversation and jump straight to the call or message it refers to. You can open conversations in inboxes you’re a member of. Activity from inboxes you’re not a member of still appears for context, but you can’t open it. The drill-down view honors the same filters you have set on the dashboard (time range, phone number, etc.), so you stay in context as you investigate.

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Common use cases

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Performance optimization

Team management

• Identify top performers and training opportunities
• Balance workload distribution across team members
• Set performance benchmarks and track improvements
• Monitor response times and call completion rates

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Operational insights

Business intelligence

• Optimize staffing during peak communication times
• Identify customer contact patterns and preferences
• Track service level agreements and response metrics
• Analyze communication trends for business planning

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Reporting and compliance

Documentation purposes

• Generate reports for management and stakeholders
• Track compliance with communication policies
• Maintain records for audit and review purposes
• Export data for integration with business intelligence tools

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FAQs