The Numbers Nobody at the Firm Has
Ask a partner how many calls the firm missed last March and you'll get a feeling, not a figure. The feeling is usually low by a lot.
Volume by Hour, Day, and Season
The 8:30am wave and the March cliff show up in the data weeks before anyone at the front desk can describe them out loud.
Answer Times and Missed Calls
Average pickup, hold time, and the calls nobody got to. That last number is the one that quietly costs money.
Who's Handling What
Per-person and per-team call metrics, which is how you spot the person carrying too much before they come tell you.
Total Calls
1,247
+12%
Avg Response
8.3s
-23%
Missed Rate
2.1%
-45%
Call Volume by Hour
A Live View, and the History Behind It
The dashboard shows what's happening right now and what's been happening since January. Both matter, for different reasons: one tells you to move someone to the phones this afternoon, the other tells you whether to hire.
- Where Calls Land
Which departments and people take the volume, and where the overflow goes when they can't.
- Week Over Week
Compare periods to find out whether the change you made did anything. Most changes don't, and it's better to know.
- Live View
Active calls, queue depth, and who's available right now. Useful mainly on the days that go sideways, which is when you'll want it.
- Call Outcomes
Answered, missed, voicemail, transferred. Routing decisions get easier when you can see where calls tend to die.
Who It's For
Firms making staffing calls they'd rather not make on instinct alone
CPA Firms
Measure the filing-season spike in hours rather than impressions, and staff the hours that need it.
Legal Offices
Watch response times before a slow one turns into a complaint you hear about secondhand.
Multi-Location Firms
Compare offices honestly, then copy whatever the good one is doing.
Client Service Managers
Set a benchmark, track it, and report it in numbers a partner will read in under a minute.
Per-Person Numbers, Used Carefully
Answer rates, average duration, and outcomes by person. Used well, this finds the preparer who's been silently absorbing every overflow call since February. Used badly, it becomes a leaderboard, and then people start rushing clients off the phone to protect a number.
Export to CSV or PDF, or schedule the report to send itself. Monthly is usually the right cadence for a firm this size.
Team Performance — This Week
Frequently Asked Questions
What call metrics can I track?
Call volume, average answer time, hold time, missed-call rate, duration, calls per person, outcomes, and peak hours. Everything filters by date range, department, or individual. The filtering is the useful part, because a firm-wide average hides almost everything worth knowing.
Can I see analytics in real time?
Yes. The live dashboard shows active calls, queue depth, and who's available, and the historical reports update through the day instead of overnight.
Can I export reports?
Yes, as CSV or PDF. You can also schedule reports to email themselves daily, weekly, or monthly. We usually suggest monthly, because a weekly report nobody opens is just furniture.
How far back does the data go?
Twelve months on standard plans, twenty-four on Enterprise. Export any time if you want to keep it longer than that.
Can I compare performance across locations or teams?
Yes. Filter and compare by location, department, team, or person. It's the fastest way to learn that one office answers in six seconds and another takes forty, which is a conversation worth having.