Measure your team's performance

Answer rate, talk time, peak hours and results by agent.

Role : ManagerTeam and Business plansDuration : 3 minOn : Web, Mac

On this page

Before you start

6 steps, about 3 min

1
Open Analytics
10 s
In Administration, under Track, click Analytics: the “Team analytics” page opens.
Administration/Analytics
Open this screen in Callizy
2
Choose the period
10 s
From Today to Last 12 months, including This week or Last 4 weeks. Each number is compared with the previous period.
3
Read the cards
1 min
Total calls, Inbound, Outbound, Missed, Answer rate, Talk time, SMS sent, Appointments and VM heard. Click a card to see the details, row by row; only the answer rate has no details.
4
Compare your agents
1 min
Under Per-agent performance, one row per person, ranked by talk time. Click a column title to sort another way: Missed, Answer %, SMS…
5
Open an agent’s page
30 s
Click their name: their numbers, Compared to team and their Last 5 calls, with the recording to play. Back to Analytics takes you back, on the same period.
6
Find your busy times
30 s
At the bottom, Busy times shows calls by day and by hour. Switch to Missed: you see at what time calls slip through, so when you are short of people.

The answer rate counts the calls answered out of the calls that rang the team.
Only people active in the period show up, including the manager if they take calls.
Team analytics is included from the Team plan.

You can change them at any time, without reconnecting anything.

Refresh: The round button next to the period reloads the numbers without reloading the page.

Callizy shows “This feature is included from the Team plan.”

On the Solo plan, the page only shows a preview. Switch to Team: see Manage your subscription and invoices.

Callizy shows “No activity for this period. Try a wider time range.”

Callizy shows “Unable to load analytics.”

An agent is missing from the table

They did nothing in the period: no call, no text, no appointment, no voicemail heard.

Do my agents see these numbers?

No. Each person sees their own: see Track your own stats.

Is it included in my subscription?

Yes, in Team and Business, at no extra cost.

Updated October 29, 2026