When it comes to assessing how a business is performing, Call Analytics are key to tracking what’s working and what’s not. The Call Leaderboard can help a business owner see how the company’s phone lines are being used by each user.

You can perform the following actions on the Call Leaderboard page:

• Search by User – Use the search box to find a specific user’s calling trends.
• Range – Use this menu to filter the data by a time range, like this week or this month.
• Actions – Use this menu to download a CSV of the Call Leaderboard information currently displayed.

The following metrics are currently available on the Call Leaderboard:

• Total – The total number of calls per displayed user.
• AVG. Duration – The average duration of all the user’s calls.
• Incoming – The total number of incoming calls the user received. Note: Only direct calls count in this metric; calls that are redirected from the Virtual Receptionist, a Ring Group, or a Call Queue are not counted in this metric.
• Missed – The total number of incoming calls the user did not answer or that rolled to the user’s voicemail. Note: Only direct calls count in this metric; calls that are redirected from the Virtual Receptionist, a Ring Group, or a Call Queue are not counted in this metric.
• Outgoing – The total number of outgoing phone calls the user made.
• Not Connected – The total number of outgoing phone calls that weren’t answered, even by the other party’s voicemail.
• Internal – The total number of internal calls the user made to another extension.

You can find Call Analytics for your account by logging in to office.ooma.com as an administrator and navigating to Dashboard -> Analytics -> Call Leaderboard.