---
title: "Call Analytics"
description: "A short video and guide to Call Analytics: the key metrics, what counts as a connect, and what each chart shows."
url: https://help.symbo.ai/en/articles/10404584-call-analytics
collection: "Analytics"
updated: 2026-10-27
language: en
---

# Call Analytics

A short video and guide to Call Analytics: the key metrics, what counts as a connect, and what each chart shows.

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](https://app.symbo.ai/org-settings?type=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.