Analytics
Heedify analytics provides 17 widget types (charts, tables and metric cards) and roughly 40 predefined queries via analytics.heedify.io, integrated with Microsoft Teams call activity, with drag-and-drop dashboards, per-widget filters, color thresholds from the Analytics Profile, and Excel/PDF export. Historical reporting covers call activity, service levels, abandons, flows, queues and agents. With the new portal.heedify.io, each Entity has its own customizable dashboard with drag-and-drop widgets and per-widget filters.
Historical data is retained for 365 days by default. If you need a longer retention period, contact sales@heedify.io.
Accessing Analytics
- Open Analytics from the main sidebar
- Pick an entity — each entity keeps its own layout
- Use the date range and filters at the top to narrow the reporting period
Dashboard tabs
Each entity comes with two system tabs that cannot be removed, plus optional preset tabs the admin can add as templates, plus any number of fully custom tabs.
System tabs
These two tabs ship with every Analytics entity and are always present:
| Tab | Purpose |
|---|---|
| Dashboard | Default overview of widgets — metrics, charts and KPI tables for the selected period |
| Calls List | Searchable list of individual calls for the selected period |
Preset tabs
Preset tabs are ready-made templates you can add from the + menu. They come pre-filled with a widget set focused on a specific reporting angle, and you can edit, rename or delete them like any custom tab.
| Preset | Focus |
|---|---|
| Service Level & SLA | Answer-time distribution against the configured SLA target |
| Abandons & Quality | Abandon rate and abandon-time distribution by bucket |
| Flows, Queues & Agents | Activity broken down per call flow, queue and agent |
| Volume & Trends | Historical volume and KPI trends over time |
Custom tabs
- Click the + icon next to the tab bar
- Pick Blank tab or one of the presets above
- Enter a tab name
- Click Create
- Add widgets from the widget catalog
Custom and preset tabs persist per entity and are preserved when default layouts are reset.
Widget catalog
Each widget renders one data source in a specific visual style. The catalog covers 17 widget types, grouped below.
Charts
| Widget | Use it for |
|---|---|
| Pie chart | Share of a total across a small set of categories |
| Donut chart | Same as pie, with the total displayed in the center |
| Bar chart | Compare values across categories (vertical bars) |
| Line chart | Trend over time |
| Area chart | Trend over time with the area below shaded |
| Scatter chart | Two-variable distribution (one point per record) |
| Radar chart | Multi-axis comparison of a small set of categories |
| Funnel chart | Stepwise drop-off through a sequence |
| Heatmap | Density across two dimensions (e.g., hour × weekday) |
Metric cards
| Widget | Use it for |
|---|---|
| Metric | Single KPI value with optional trend arrow and threshold color |
| Gauge | KPI value on an arc with target and max markers |
| Gauge (Fluent) | Fluent UI variant of the gauge |
Tables
| Widget | Use it for |
|---|---|
| Table | Generic tabular data with sortable columns |
| SLA table | Daily SLA breakdown with answer-time buckets and cumulative percentages |
| Abandon table | Daily abandon breakdown with wait-time buckets and abandon-rate columns |
Fluent variants
These widgets render the same data as the standard charts but use Microsoft Fluent UI styling for a closer match to the Teams visual language.
| Widget | Equivalent to |
|---|---|
| Bar (Fluent) | Bar chart |
| Donut (Fluent) | Donut chart |
| Horizontal bar (Fluent) | Bar chart, rendered horizontally |
Adding a widget
- Click Edit Layout
- Click Add Widget
- Pick a widget type from the catalog
- Pick the data source (see Available analytics data)
- Configure the widget — see Widget configuration
- Click Save Layout
Widget configuration
| Field | Description |
|---|---|
| Widget Name | Display title shown on the widget header |
| Assign to Tab | Which tab the widget lives on |
| Use Global Dashboard Filters | When on, the widget uses the dashboard’s date range and flow/queue/agent filters |
| Custom Period | When global filters are off, pick a period (Today, Last 7/30/90/365 days, etc.) |
| Widget Specific Filters | Optional flow, queue or agent overrides |
| Refresh Interval | How often the widget refetches data (seconds) |
| Display Format | Chart-specific rendering options (axes, legend, colors) |
Metric widget color indicator
Metric widgets (single number) automatically color the top accent bar based on the configured target and max thresholds from the entity’s Analytics Profile:
- Green — value is below the lower threshold (on target)
- Orange — value is between the lower and upper thresholds
- Red — value is above the upper threshold
Thresholds come from the entity’s Analytics Profile (see Analytics Profile).
Available analytics data
Each widget is bound to a data source — a pre-computed query that returns the rows the widget displays. The 40 sources below are grouped by reporting category. Pick the one closest to the question you want the widget to answer.
Call volume
| Data source | What it returns |
|---|---|
| Total Calls | Count of all calls in the period |
| Answered Calls | Count of calls that reached an agent |
| Abandoned Calls | Count of calls the caller dropped before answer |
| Outbound Calls | Count of agent-initiated outbound calls |
| Transferred Calls | Count and percentage of calls transferred to another agent or queue |
| Call Volume by Day | Daily call count over the period |
| Call Volume by Hour | Hourly call count over the period |
| Call Status Distribution | Breakdown of calls by final status |
Service level and answer rate
| Data source | What it returns |
|---|---|
| Service Level (SLA) | Percentage of calls answered within the SLA threshold |
| Answer Rate | Percentage of calls answered overall |
| SLA Trend | Daily SLA percentage over the period |
| Daily SLA Statistics | Daily breakdown with 0-15 / 15-30 / 30-45 / 45-60s buckets and cumulative SLA % |
| Calls Served by Time Ranges | Distribution of answered calls across wait-time buckets, by flow |
| Response Time Distribution | Answered calls categorized fast / standard / slow based on agent alert time |
Abandons and quick drops
| Data source | What it returns |
|---|---|
| Abandonment Rate | Percentage of calls abandoned by the caller |
| Quick Drops | Count of calls dropped before reaching the quick-drop threshold |
| Quick Drop Rate | Percentage of total calls that are quick drops |
| Max Abandon Time | Average wait time of abandoned calls |
| Daily Abandon Statistics | Daily abandon breakdown by bucket with cumulative % and redirected calls |
| Calls Abandoned by Time Ranges | Distribution of abandoned calls across wait-time buckets, by flow |
Overflow and routing
| Data source | What it returns |
|---|---|
| Queue Overflow Rate | Percentage of calls that overflowed from one queue to another |
| Queue Overflow Matrix | From-queue / to-queue matrix of overflow events |
| Top Queue Overflow Paths | Most frequent overflow chains across queues |
Wait, talk and handle time
| Data source | What it returns |
|---|---|
| Average Wait Time | Average time a caller waited before answer |
| Average Ringing Time | Average time an agent’s phone rang before answer |
| Average Call Duration | Average call duration across all calls |
| Average Inbound Call Duration | Average duration of inbound calls only |
| Average Outbound Call Duration | Average duration of outbound calls only |
| Average Handle Time | AHT — talk time plus hold time |
| Average Talk Time | Pure conversation time |
| Max Talking Time | Average call duration for answered calls |
| Max Waiting Time | Average wait time across all queued calls |
Peak hours and time-of-day
| Data source | What it returns |
|---|---|
| Peak Hours Analysis | Per-hour call count and average wait time |
Agent performance
| Data source | What it returns |
|---|---|
| Calls per Agent | Per-agent counts of inbound, outbound, accepted and RONA calls plus average ringing time |
| Average Agents Alerted per Call | Average number of agents who were rung before the call was answered |
Flow and queue breakdowns
| Data source | What it returns |
|---|---|
| Calls by Flow | Call count and average duration per call flow |
| Calls by Queue | Call count and average wait time per queue |
| Flow KPI Summary | KPI rows × flow columns summary table for the period |
Period summaries
| Data source | What it returns |
|---|---|
| Month-to-Date Summary | Same as Flow KPI Summary but scoped to the current month |
| All Calls List | Raw list of every call in the period for the Calls List tab |
Filters
The filter bar applies to every widget on the current tab that has Use Global Dashboard Filters enabled.
| Filter | Description |
|---|---|
| Date range | Start and end dates of the reporting period |
| Timezone | Timezone used to group daily and hourly data |
| Flow | Filter by one or more call flows |
| Queue | Filter by one or more queues |
| Agent | Filter by one or more agents |
Click the date range in the entity header to toggle the filter panel.
A widget with Use Global Dashboard Filters turned off uses its own period and filters instead — useful for comparison widgets (e.g., “last 7 days” next to “last 30 days”).
IVR & caller journey reporting
Analytics surfaces the caller path through each IVR (DTMF menu) defined in your call flows:
- Caller choices — counts per IVR option (which menu branches callers pick)
- Drop-off by step — where callers hang up in the menu tree
- Time-in-IVR — average time spent before reaching a queue
Add the relevant widgets from the catalog to any custom tab to build an IVR-focused dashboard.
Exporting data
Every widget exposes two exports from its menu:
- Export PDF — snapshot of the widget as rendered on screen
- Export Excel — raw data (table rows, chart series or the metric value) formatted with column headers and duration formatting where applicable
Related
- Analytics Profile — configure SLA, thresholds and KPIs per Entity
FAQ
Q: Can I export Heedify analytics to Excel? A: Yes. Every widget exposes Export PDF and Export Excel actions from its menu. Excel returns the raw data (table rows, chart series or the metric value) formatted with column headers and duration formatting.
Q: How long does Heedify keep analytics data? A: Historical analytics data is retained for 365 days by default. Contact sales@heedify.io for a longer retention agreement.
Q: Can I create my own dashboard in Heedify? A: Yes. Each Entity ships with two system tabs (Dashboard, Calls List) you cannot remove, plus optional preset tabs (Service Level & SLA, Abandons & Quality, Flows/Queues/Agents, Volume & Trends) and any number of fully custom tabs you build from the widget catalog.
Q: What metrics can I track with Heedify analytics? A: Heedify covers call volume, SLA, abandon rate, quick drops, overflow, peak hours, wait/talk/handle time, IVR caller journey and per-agent performance across roughly 40 predefined data sources rendered through 17 widget types.
Q: Where does the realtime data come from? A: Analytics is fed by analytics.heedify.io, the Heedify reporting backend that aggregates call activity for the tenant and exposes it as the data sources behind each widget.
Works with: Microsoft Teams, Teams Phone, analytics.heedify.io, Analytics Profile, Call Flows, Queues.