What this does

The weekly call report is the heart of Business Insights: one page a week that tells you what your callers wanted, when they rang, how your team and ring groups handled them, and what could be automated or improved. This article walks you through the sections so you know where to look.

What you’ll need

  • A Business Insights login.
  • At least one full week of calls analysed — reports run for Sunday-to-Saturday weeks and appear once the week has been analysed.

Steps

  1. Choose Weekly Call Reports from the top menu (or open a week from Recent reports on the dashboard). Each week is listed with its total calls, answered calls, answer rate, minutes and the credits that week used. Type a date into the search box to jump to a week.
  2. Click a week to open its report. Read it top to bottom:
  • Category Summary — the reasons people called, as a share of the week’s calls.
  • Sub-category Details — each category broken down one level further.
  • Hourly Distribution — when calls arrive across the day, so you can see your busy hours.
  • Sample Calls by Category — real examples from the week, so a category is never just a label.
  • AI & Automation Opportunities — the repetitive calls the analysis thinks could be handled by an AI Call Assistant or an automation, with an idea of the time involved.
  • Recommendations — the plain-language suggestions for that week.
  1. Below the recommendations, the operational dashboards:
  • Company Dashboard — the week’s volume, answer rate and minutes for the business.
  • Ring Group Dashboard — calls, missed and abandoned calls and minutes per ring group or queue.
  • Extension Leaderboard and Extension Scorecards — how each extension handled its calls.
  • Category Drill-down — the categories again, by ring group and extension.
  1. Use Back to return to the list of weeks.

What you should see

Charts and tables for every section, with the percentages in the category sections adding up across the calls that were categorised. A week with few calls has fewer samples and shorter recommendations — that’s normal.

Troubleshooting

  • The latest week isn’t there yet. Reports are produced after the week ends. If a week is more than a few days overdue, check your credit balance (see How do credits work in Business Insights?) — analysis pauses when credits run out — then contact us.
  • A week looks incomplete. Calls that arrived late can be picked up by Reprocess week on the dashboard (see What does the Business Insights dashboard show me?). Use it once; if the report is still short, contact us.
  • I want the report as a PDF or to email it. The report is read in the browser; there’s no download button today. Use your browser’s print function for a paper or PDF copy.
  • I don’t recognise a category. Categories are built from what callers actually said. Open Sample Calls by Category to see the calls behind it, or find them under Calls (see How do I find a call in Business Insights?).

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