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Analytics shows how your agents are doing, on calls and chats together. Every number is live, straight from your real conversations.

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Choose what to look at

Pick the period (7, 30 or 90 days, or all time), then narrow it to one agent, one channel, or calls in one direction. Numbers are in your own time zone, and each one is compared with the period before.

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What you’ll see

Handled by agents

How many conversations your agents finished on their own, how many were handed to a person, and how many were missed.

Booked

Appointments and bookings your agents made, and how many conversations turned into a real lead.

Mood

How customers felt: positive, neutral or negative.

Reply speed

How quickly your agents answer, on calls and in chats.

Why chats were handed over

The most common reasons conversations went to a person, with an example.

Worth a look

A short list of conversations to check: failed calls, unhappy customers, chats waiting on a person, slow replies.
You’ll also see when customers reach you most, by weekday and hour, and how your tools and knowledge lookups performed.

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Save and share

  • Save a view of the filters you use often.
  • Weekly email. Get the same numbers in your inbox every week.
  • Share link. Send a read-only link to someone outside Kallabot, like a business partner. Share links never include minutes or billing figures.

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Who sees what

Members see their own calls, managers see their branch, and owners and admins see everything. Billed minutes only show for people who can see billing.