Call Analytics shows how your team's outbound calling is performing: how many real dials you made, how many reached a person, and when those conversations happen.
Find it
Go to Analytics → Call Analytics.
Admins see the whole team and can pick reps from the All team menu. Reps see only their own calls.
Filter by Dial Mode (power dialing or one-off calls) and choose a date range.
Key metrics
Qualified dials: dials that had a real chance to reach someone. Failed and cancelled calls are left out, and parallel lines from one power dial count as one dial.
Connects: qualified dials where a real person picked up. Voicemail and answering machines don't count.
Connect rate: connects divided by qualified dials.
Conversations: connects that lasted a minute or longer.
What counts as a connect
Every call outcome is set to Connected or Not connected. When a rep logs an outcome, that setting decides.
If no outcome is logged, Symbo uses answering-machine detection. A call nobody answered never counts.
Admins can change this in Org Settings → Call outcomes: open an outcome and use the Connected call switch under Advanced settings.
What's on the page
Dials by Caller-ID Type: owned numbers vs local presence, each with its own connect rate.
Connect rate vs benchmark: your connect rate compared with the industry standard.
Local Presence & Rotation: how much each rep uses local presence, and how many numbers they rotate through.
Conversion Funnel and Dial Mode Comparison: qualified dials to connects to conversations, and power dialing vs one-off calls.
Best Time to Call: connect rate by hour, plus a day-by-hour heatmap, in the prospect's local time or yours.
Call Connection Trend: qualified dials, connects and connect rate over time.
Tips
Hover the info icon on any card for a quick definition, open Tips for ways to improve a number, and use Definitions for a glossary of every metric.
Connect rate also depends on the quality of the leads you call, so keep your lists accurate and up to date.