Usage analytics

Usage analytics records your workspace's use of features that are counted by the minute. By default, this screen is open to the Owner, Admins and Billing Admins. Each tab appears only when your role has access to it, and most tabs also need the feature to be active in your workspace. If there's no tab you can open, the screen says so.

Choose a Period at the top. The period follows the calendar month in Western Indonesia Time (WIB), while times in the tables follow your own time zone.

The Calls tab

This tab appears when call analytics is active in your workspace.

Summary numbers:

• Calls — the number of calls, split into incoming and outgoing.
• Billed minutes — the total minutes counted, rounded up per call.
• Connected time — how long calls were connected, with the average per answered call.
• Answer rate — the share of calls answered versus not answered.

How it's counted: every call that connected is counted from the moment it connected, including one that dropped part-way, then rounded up to the whole minute per call. Calls that never connected aren't counted.

Filter the call list by Direction, Status, Pipeline, and Channel. Click a row to open Call details.

The Screen share tab

Summary numbers:

• Sessions — the number of screen-share sessions. Sessions still running are flagged and counted only once they end.
• Billed minutes — the total minutes counted, rounded up per session.
• Actual duration — the actual duration of ended sessions, to the second.

How it's counted: a session is one in which the customer's screen actually appeared, and it belongs to the month its screen first appeared. Duration runs from the first frame to the end of the session, pauses included.

Filter the session list by Pipeline and Channel.

The usage table

Both tabs use the same table: Time, the team member or call direction, Pipeline, Channel, Status, Duration, Billed min, and Thread. The Thread column takes you to the conversation where the call or session happened. The table shows 25 rows per page.