> ## Documentation Index
> Fetch the complete documentation index at: https://support.quo.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Analytics
> Track team performance, call volume, and communication patterns with Quo, formerly OpenPhone, Analytics
## 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.
Analytics is available on Business and Scale plans. Data from Starter plan usage becomes available when you upgrade.
## Accessing analytics
### 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
Owners and Admins can view analytics for all numbers. Members can only view analytics for numbers they're assigned to.
***
## Analytics dashboard overview
### 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)
### Team performance breakdown
**User activity analysis:**
* Individual team member call and message volumes
* Performance comparisons across team
* Activity trends over selected time periods
### Activity heat map
**Peak activity identification:**
* Visual representation of busiest times by day and hour
* Helps optimize team scheduling and coverage
* Identifies communication patterns
### 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.
### AI call tags
If your workspace uses [AI call tags](https://support.quo.com/core-concepts/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.
### Agent vs. teammate attribution
Calls handled by [AI agents](https://support.quo.com/core-concepts/ai/sona) 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.
***
## Filtering and customizing data
### 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
***
## Data export and reporting
### 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
### 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)
***
## Understanding status indicators
### 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)
### 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.
Use the "direction" data point in exports to distinguish between incoming and outgoing communications.
***
## 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.
***
## Common use cases
### Performance optimization
* 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
### Operational insights
* 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
### Reporting and compliance
* 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
***
## FAQs
Analytics is available to users on [Business and Scale plans](https://support.quo.com/core-concepts/administration/billing/pricing).
* **Owners and Admins** can view analytics for all phone numbers.
* **Members** can only view data for numbers they’re assigned to.
Yes! If you upgrade from the [Starter plan to the Business plan](https://support.quo.com/core-concepts/administration/billing/pricing), Analytics will show historical data from the entire time you’ve had your Quo account, including when you were on the Starter plan.
CSV exports include 24+ data points such as call duration, timestamps, message and call status, direction (incoming vs outgoing), and team member assignments.
After clicking **Export CSV**, the report is sent to your email where you can download it.
Not yet, **Analytics** is currently available on web and desktop only.
The heat map shows your busiest days and hours at a glance. Use the darkest cells to align your business hours, staff for peak windows, and spot gaps where call volume is high but coverage is low.
Not directly. The Analytics dashboard filters by phone number, so if you use ring groups on a shared number, all activity appears together. As a workaround, export the CSV and filter by the "team member" column, which reflects who handled each call. For deeper call-level analysis, combine this with call views filtered by team member and date.
Yes. Calls handled by [AI agents](https://support.quo.com/core-concepts/ai/sona) are reported separately from calls handled by teammates, so totals, talk time, and outcome breakdowns don't mix the two. Use the dashboard filters to view one or the other in isolation.
If your workspace uses [AI call tags](https://support.quo.com/core-concepts/ai/call-tags), the **AI call tags** section of the dashboard ranks tags by volume over the selected time range. Click a tag to see the underlying calls.
The talk-time distribution chart breaks calls down by how long each call lasted. A spike in 0–10 second calls is usually one of three things: misdials, callers hanging up during your IVR or greeting, or callers reaching an AI agent and immediately hanging up because they wanted a human. The "agent abandoned" outcome specifically tracks that last case, so you can tell them apart.
Analytics data goes back to the date your workspace was created, with no rolling cutoff. Use the custom date range selector to pull any window within that history. Your data is retained for the life of your active workspace, so if you ever plan to close your account, export anything you need beforehand.
Check your spam or promotions folder first. The export goes to your Quo account email, so confirm that's the address you're checking. If the email arrived but the download link isn't working, it may have expired (links are valid for 72 hours). Just re-run the export from the Analytics dashboard to get a fresh one.
* **Analytics CSV** (from the Analytics dashboard) exports performance metrics: call volume, message counts, timestamps, and team activity. Analytics doesn't include message content or call recordings. If you need that, use Data Export.
* **Data Export** feature (Settings > Export) exports raw workspace data including contact lists, message logs, and call logs for compliance or backup. Only workspace Owners or Admins can run a full data export, while Owners and Admins can export analytics.
The statusDetails column helps you understand what happened on specific calls, the values include:
* **Team member:** Call was answered by a person
* **Sona:** Call was handled by Sona
* **Abandoned:** The caller hung up before anyone answered
* **Unanswered:** The call rang to the end of your call flow without being answered
The column is blank for **message** rows.
The **Status** column covers both calls and messages.
* **Call statuses include**: completed, missed, cancelled, in-progress, forwarded, and ringing.
* **Message statuses include**: received, delivered, undelivered, and sent.
Use the **Direction** column (inbound/outbound) and adjacent columns to determine whether a status applies to a call or a message.
If you're filtering your CSV for **Calls not answered by a person**, filter **statusDetails** for both Abandoned and Unanswered. Using only one will undercount missed calls.