Call analytics that show your busy hours, wait times and missed calls instantly
Stop guessing when the phones get busy. See where callers wait and which calls you missed, then fix it before it costs you a customer.
- Busy hours
- Wait times
- Missed calls
See exactly when your phones are busiest
Every small box is half an hour on a weekday. The darker it is, the more happens then. Switch between calls and missed calls, and click any box. This is example data.
Know how long callers wait, and what fixes it
Add people to a busy shift and see the average wait fall. This is an illustration of the effect, not a promise of your results.
Never lose track of a call you missed
Every missed call is listed with when and why it happened. Filter the list, then mark each one as called back. It works, try it. The callers are examples.
- Maya Reynolds+1 (212) 555 0134 · Today, 12:14Everyone busy
- Unknown caller+1 (415) 555 0161 · Today, 8:02After hours
- Daniel Kim+1 (303) 555 0188 · Yesterday, 17:48Hung up
- Lena Fischer+49 30 555 0120 · Yesterday, 12:31Everyone busy
- Priya Nair+1 (650) 555 0140 · Mon, 17:55After hours
Six questions your call data answers
You already have the answers. Call analytics puts them where you can see them.
When are we busiest?
See which hours and days bring the most calls, so you can staff for them.
How long do callers wait?
See your wait times, and spot the moments when callers are kept waiting too long.
How many calls do we miss?
See every call that went unanswered, and when it happened.
Which hours are quiet?
Find the slow spots, so you can use your team's time better.
Who should we call back?
Get a clear list of missed callers to ring back first.
Is it getting better?
Compare days and weeks to see whether changes are working.
Spot it, decide, then fix it
Analytics only pay off when you act on them. Here is a simple loop.
1. Spot the pattern
Look at your busy hours, wait times and missed calls to see where the pressure is.
2. Decide what to change
Add people at the busy hours, tidy up the long waits, or add a safety net for after hours.
3. Act, then check again
Make the change and come back to the numbers to see if it worked.
All figures on this page are example data. Ask your MCM account team how reports are included on your plan.
Call analytics FAQs
What is call analytics?expand_more
Call analytics turns your phone activity into clear numbers and charts. You see how many calls you get, when you are busiest, how long callers wait and how many calls go unanswered.
What can I find out?expand_more
Your busy hours, your wait times and your missed calls, instantly. These answer the questions most teams ask: when do we need more people on the phones, and which callers should we ring back.
How does it help me staff the phones?expand_more
Seeing which hours and days are busiest tells you when to put more people on calls, and when you can safely stay lean. You stop guessing and plan from your own call data.
Can I see missed calls?expand_more
Yes. Missed calls are listed so you can see who tried to reach you and ring them back. Pair it with voicemail with transcripts and the AI receptionist to catch more of them.
Does it cover call queues and call forwarding?expand_more
Call analytics looks at the calls on your business line, including the ones that wait in a queue. Combine it with queues and forwarding to act on what the numbers show.
Where can I use it?expand_more
Your call data is available in the MCM apps and web dashboard. Ask your MCM account team how reports are included on your plan.
Can I offer call analytics under my own brand?expand_more
Yes. Partners launch MCM Cloud Phone under their own logo, domain and apps, and call analytics is part of what customers see. There is no license fee or setup bill, and MCM earns as you grow.
Ready to see what your phones are telling you?
Talk to our team about call analytics on MCM Cloud Phone, under your own brand.
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