How do I review call reports in Whippy?

Last updated: November 5, 2026

Use Call reports to track connected calls, missed calls, call time, busy periods, and call activity by user or channel.

Before you start

  • Choose the date range you want to review.

  • Decide whether you want to filter by user, channel, direction, or time grouping.

  • Use this report when reviewing call volume, missed-call trends, staffing needs, or channel performance.

Steps

  1. Open Reports.

  2. Select Calls.

  3. Choose the date range you want to review.

  4. Select a time grouping, such as day, if available.

  5. Apply filters for user, channel, or direction if needed.

  6. Review summary cards for total calls, inbound calls, outbound calls, call time, and missed calls.

  7. Review Calls by Day to compare inbound and outbound connected calls over time.

  8. Review Missed Calls by Day to identify missed-call trends.

  9. Open Calls by User to compare calling activity across team members.

  10. Open Calls by Channel to compare call activity across channels.

  11. Use heatmaps to identify busy call periods and missed-call patterns.

Tips

  • Compare Total Calls and Total Missed Calls to understand how many calls are connecting versus going unanswered.

  • Use Calls by User to review individual calling activity and average call duration.

  • Use Calls by Channel to see which phone channels are receiving or placing the most calls.

  • Review missed-call heatmaps when planning staffing, call routing, or business hours.

Troubleshooting

  • If Total Calls does not include missed calls, review Total Missed Calls and missed-call charts separately.

  • If a user does not appear in Calls by User, expand the date range or clear filters.

  • If a channel does not appear in Calls by Channel, expand the date range or clear channel filters.

  • If missed calls look high, check missed-call heatmaps and compare by channel.