# Measure your team's performance

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

- Role: Manager
- Team and Business plans
- Duration: 3 min
- On: Web, Mac
- Learning Centre: https://callizy.ca/en/apprendre/performance-equipe
- Open this screen in Callizy: https://app.callizy.ca/en/manager?view=analytics

## Before you start

- Be a manager of the Callizy account.
- The Team or Business plan. During the trial, everything is open.

## Step by step

6 steps, about 3 min.

Screenshots show Callizy in French. Button names are given in English.

### 1. Open Analytics (10 s)

In **Administration**, under **Track**, click **Analytics**: the “Team analytics” page opens.

Menu: Administration › Analytics

### 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.

## Key points

- 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.

## Settings

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

## Not working?

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

1. On the Solo plan, the page only shows a preview. Switch to Team: see [Manage your subscription and invoices](https://callizy.ca/en/apprendre/abonnement-factures).

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

1. Choose for example **Last 4 weeks** or **This month**.

### Callizy shows “Unable to load analytics.”

1. Click **Retry**.

### An agent is missing from the table

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

## Frequently asked questions

### Do my agents see these numbers?

No. Each person sees their own: see [Track your own stats](https://callizy.ca/en/apprendre/ses-chiffres).

### Is it included in my subscription?

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

Updated October 29, 2026.