# Call Statistics

The **Call Statistics** page provides a high-level view of call performance for calls handled by **phone.systems(TM)**.
Use it to review total call activity, call outcomes, customer mood, duration-based metrics, and time-based trends for
the selected period.

Call Statistics are based on the final outcome of completed calls and aggregated over the selected time period and
filters.
Individual routing attempts are not displayed as separate records.

Important

The date and time shown in **Call Statistics** follow the time zone used by the interface on the device in use.

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## Filters

Use the filters at the top of the page to narrow down the displayed statistics.

| **Filter** | **Description** |
| --- | --- |
| **Time range** | Filter statistics by selecting a predefined period or setting a custom start and end date and time. |
| **Numbers** | Filter statistics for inbound and outbound calls by entering one or more phone numbers. For outbound calls, each entered number is matched against the source number. For inbound calls, each entered number is matched against the destination number. |
| **Source** | Filter by source type and value. Available source types are **User** and **Inbound trunk**. |
| **Destination** | Filter by destination type and value. Available destination types are **User**, **PSTN**, **Call Flow**, and **Call Pick-up**. |
| **Type** | Filter by call direction (**Inbound**, **Outbound**, or **Internal**). |
| **Source number** | Filter by the caller phone number. |
| **Destination number** | Filter by the callee phone number. |

Note

- Filters can be used individually or in combination. When multiple filters are applied,
  only statistics for calls that match all selected criteria are shown.
- If you do not see all available filters, click **More filters** and add the filters you need.
- The **Numbers** filter accepts multiple values separated by commas or spaces
  (for example, `12025550123, 12025550124` or `12025550123 12025550124`).
- The selected time range is retained when you navigate between **Call History**,
  **Routing Attempts**, and **Call Statistics**. It resets when you leave **Call Analytics**.
- The **Source** and **Destination** filters display additional fields based on the selected type:

  - Selecting **Source: User** shows a user selector.
  - Selecting **Source: Inbound trunk** shows an inbound trunk selector.
  - Selecting **Destination: User** shows a user selector.
  - Selecting **Destination: Call Flow** shows a call flow selector.

  Use these additional filters to select a specific user, inbound trunk, or call flow.

---

## Key metrics

The summary cards at the top of the page display the main metrics for the selected period.

| **Metric** | **Description** |
| --- | --- |
| **Total calls** | The total number of calls included in the selected period and filter set. |
| **Inbound calls** | The number of inbound calls included in the selected period. |
| **Outbound calls** | The number of outbound calls included in the selected period. |
| **Internal calls** | The number of internal calls included in the selected period. |
| **Total call duration** | The combined call duration of all calls in the selected period. |
| **Average call duration (ACD)** | The average call duration per call. |
| **Average wait time (AWT)** | The average time callers waited before the call reached its final outcome. |
| **Answer rate (ASR)** | The percentage of calls that were answered successfully. |
| **AI billing** | The AI billing amount for the selected period when AI-related billing data is available. |

[![Key metric cards in Call Statistics](../../_images/key-metrics.png)](../../_images/key-metrics.png)


**Fig. 1.** Key metrics

## Call outcomes

The **Conversations** summary groups calls by their final outcome:

- **Answered** - The call was successfully connected and media was exchanged.
- **Lost** - The call was not answered by the destination.
- **Resolved** - A call that was previously lost and was later resolved.

These outcomes are also used in the **Call Volume** chart.

[![Conversations summary showing answered, lost, and resolved call outcomes](../../_images/call-outcomes.png)](../../_images/call-outcomes.png)


**Fig. 2.** Call outcomes summary

---

## Overall customer mood

The **Overall customer mood** summary groups AI-analyzed calls by the detected
customer mood. Results are shown separately for inbound and outbound calls and
are classified as **Positive**, **Neutral**, or **Negative**.

This summary is shown only when AI Call Insights is enabled and available for
your account. The values reflect the selected time period and filters, and
only calls with available AI Call Insights are included. To configure which
recordings are analyzed, see [AI Settings](../ai/ai-settings.html#ps3-ai-settings-enable).

[![Overall customer mood summary showing positive, neutral, and negative inbound and outbound calls](../../_images/overall-customer-mood.webp)](../../_images/overall-customer-mood.webp)


**Fig. 3.** Overall customer mood

---

## Charts

The charts on the **Call Statistics** page visualize how key metrics change over the selected period.

### Chart navigation

Use the controls above the charts to change how data is displayed over time.

The available grouping tabs are:

- **Hour** - Groups values by hour.
- **Day** - Groups values by day.
- **Week** - Groups values by week.
- **Month** - Groups values by month.

Select a tab to update all charts to the chosen time grouping.

[![Time grouping tabs in Call Statistics](../../_images/time-grouping.png)](../../_images/time-grouping.png)


**Fig. 4.** Time grouping tabs

You can zoom in to focus on a specific time range. Click and drag across the chart to select the period you want to
view.

[![Zooming in on a time range in Call Statistics charts](../../_images/zooming-in.gif)](../../_images/zooming-in.gif)


**Fig. 5.** Zooming in on charts

### Available charts

| **Chart** | **Description** |
| --- | --- |
| **Call Volume** | Shows the number of calls over time, grouped by final call outcome. The chart displays **Answered**, **Lost**, and **Resolved** values for each time bucket. |
| **Average Call Duration (ACD, sec)** | Shows how average call duration changes over time. |
| **Average Wait Time (AWT, sec)** | Shows how average wait time changes over time. |
| **Answer Rate (ASR %)** | Shows how answer rate changes over time. |
| **AI Billing amount (USD)** | Shows AI billing values for the selected period when AI-related billing data is available. |

[![Charts shown in Call Statistics](../../_images/charts.png)](../../_images/charts.png)


**Fig. 6.** Available charts

On this page