What Spoke Phone Analytics is

Spoke Phone analytics is the BI and reporting suite built into the Spoke Phone account portal. It gives managers a structured view of call volume, performance, cost, and response times. All built into the Spoke Phone manager portal without needing to export data or build reports from scratch.

The problem most phone systems create

A lot of phone systems simply tell you a call happened. They don't tell you whether it was answered, how long it waited, what it cost, or why it was missed. Getting a picture across hundreds or thousands of calls requires adhoc reporting and data experts. When something goes wrong, diagnosing it means pulling raw logs that take time to interpret. By then, the problem may have been running for days.

What Spoke Phone's Analytics and Reporting does

Most businesses know their missed call rate is too high. They don't know which team is responsible, which hours are the problem, or whether it's because no one was available or no one picked up. Those are different problems with different fixes — and without the right data, managers are guessing.

The Overview answers the first question every leader needs answered: is the business performing right now, or not? It shows the current period against the last, so a change in missed calls or average wait time is visible immediately rather than at the end of the month. Inbound and outbound are separated, because a problem on one side doesn't necessarily mean a problem on the other. Call group performance is broken out so the question shifts from "the business is struggling" to "that specific team is struggling" — which is the version of the answer a manager can actually do something about.

The Inbound report answers the follow-up questions. Which groups have the highest miss rate? What time of day is the queue worst? When calls go unanswered, is it because no one was available or no one picked up — because one is a staffing problem and the other is a behavior problem. Both are visible.

The Outbound report shows whether the team is making calls, when they're making them, and who is and isn't pulling their weight. Missed outbound calls are mapped by day and hour, so the pattern of where effort is dropping off is visible rather than something managers have to chase individually.

The Cost Management report shows what the phone system is actually costing — by user, by destination, and against the previous period. When a bill comes in higher than expected, the answer to why is already in the dashboard.

When a metric crosses a threshold that matters, KPI Alerts send an email automatically. The business doesn't need someone watching a dashboard; it watches itself.

Who it's for

Business owners use the Overview to see whether the business is on track. Line managers use Inbound and Outbound to find where calls are failing and who is responsible. Finance teams use Cost Management to track spend by user and destination. Analysts use Custom Reports to build the specific views their questions require.

The concrete outcome

A manager can open Spoke BI and see within seconds whether missed calls are up, which call group has the highest miss rate, what time of day the queue is longest, and what the period cost. With KPI alerts configured, they're notified automatically when something crosses a threshold — before a customer complaint arrives.

What you get

• Overview: call volume, unanswered rate, avg duration, total minutes — current vs. previous period; inbound and outbound split; call group performance by avg wait, answer rate, avg duration
• Inbound report: summary KPIs; call outcomes by day; unanswered reason breakdown; call group comparisons; busy hours and avg wait heatmaps; top inbound users table
• Outbound report: summary KPIs; call stats; volume by time of day; volume and missed call heatmaps; top callers table
• Cost Management: 6 headline KPIs; Top 10 by user cost and destination; cost breakdown by number
• Custom Reports: drag-and-drop builder, scheduled email delivery
• Custom Insights: extensive metric library, multiple chart types, user-defined calculations
• KPI Alerts: email notification when any metric crosses a configured threshold
• Filters: date range, company number, timeband hour, user name, direction, directory target type

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