Analytics

Choosing a period

Everything on the page obeys one date range: Today, This week, Month to date, Last 30 days, Year, or All time. Change it once and every card and chart re-reads against it.

Cards also show movement against the previous equivalent period, so a number tells you whether it is going the right way rather than just what it is.

The four cards along the top

The top row is four slots, and you choose what goes in each one. Click a card and pick a replacement from Choose a card. Out of the box they are total calls, average duration, average sentiment and action-item completion.

What you can put in a slot:

• Total calls, and total talk time.
• Average call duration and average sentiment.
• Action item completion — how much of what you promised got done.
• Missed vs answered, and the missed-call rate.
• Unique contacts and new contacts.
• New contacts by category and voicemails by category — these use your own categories, below.
• Peak call hour.
• First-touch resolution.
• Talk-to-listen ratio — how much of the call was you.

Your choice is saved to your account, not the browser, so it is there on your next sign-in. If you have the page open twice, changing a slot in one updates the other.

Charts

Below the cards, each chart slot can also be swapped, from Choose a chart: calls by hour, sentiment distribution, sentiment over time, inbound versus outbound, most-called contacts, and call volume across the range.

Custom categories

This is the part that makes the numbers yours. A category is a label plus a description — and, exactly as with a template field, the description is the instruction. It is what decides whether a call belongs in that category.

Label	Description you might write
New enquiry	A caller getting in touch about our services for the first time.
Complaint	The caller is unhappy about work already done or a missed commitment.
Quote follow-up	Chasing or discussing a quote that has already been sent.
Supplier	A call with a supplier or trade rather than a customer.

Calls are classified into your categories as they come in, and the category cards then break your numbers down the way your business actually thinks about them — not the way we guessed you might.

You can see which calls landed in a category, so a surprising number is something you can go and read rather than something you have to take on trust.

Archiving and deleting a category

Two different things, deliberately:

• Archive takes a category out of use while keeping it and its history. Use it when something stops being relevant. Archived categories can be restored, and Show archived brings them back into view.
• Delete forever removes it permanently. It asks you to confirm, and tells you what will be lost, because it cannot be undone.

Getting the numbers out

Export takes what is on screen out of Epocra, for a board pack, a spreadsheet, or anywhere else you would rather do your own arithmetic.