The Call Analytics by Duration report allows you to analyze call performance based on call length. This report helps you understand caller engagement, identify high-intent conversations, and evaluate call quality across your tracking numbers.

You can use this report to determine how long callers stay on the line, compare engagement trends over time, and identify opportunities to improve answer rates and lead quality.

How to Access Call Analytics by Duration

1. Log in to your 800.com dashboard

2. Click Call Analytics in the left navigation menu

3. Select By Duration

The dashboard will display average call duration trends and duration breakdowns by tracking number.

Overview of the Dashboard

The Call Analytics by Duration report includes several components to help you evaluate engagement and call quality.

Performance Summary Cards

At the top of the report, you’ll see key performance metrics for the selected date range:

Calls
The total number of calls received.

Unique Callers
The number of distinct callers.

Missed Calls
The number of calls that were not answered.

Average Duration
The overall average call length.

These metrics provide a quick snapshot of engagement and performance.

Average Duration Trend Line

The line chart displays average call duration over time for the selected date range.

This allows you to:

• Identify spikes or dips in engagement

• Track performance changes day-by-day

• Detect anomalies in call quality

• Compare campaign performance over time

For example:

• Sudden drops in average duration may indicate low-quality traffic.

• Increases in duration may signal stronger engagement or higher intent.

Duration Breakdown Table

Below the trend graph, you’ll find a detailed breakdown by tracking number including:

• Tracking Number

• Total Calls

• Unique Callers

• Average Duration

• Calls >30 seconds

• Calls >90 seconds

• Calls >2 minutes

• Calls >5 minutes

This allows you to evaluate:

• Engagement quality by number

• Lead qualification thresholds

• Sales vs support call patterns

• Which numbers generate longer conversations

Understanding Duration Thresholds

The duration columns (>30s, >90s, >2m, >5m) help you measure call quality at different engagement levels:

• >30 seconds – Basic engagement

• >90 seconds – Likely meaningful interaction

• >2 minutes – High engagement

• >5 minutes – Deep conversation or sales interaction

Longer calls often correlate with higher lead intent, though this may vary by business type.

Using Filters to Refine Your Report

At the top of the page, you can filter by:

• Date range

• Tracking number

• Forwarding number

• Account

• Call direction

• Qualification status

• Tags

• Caller type

• Duration

• Answer status

Filters allow you to isolate specific campaigns, departments, or call types for deeper analysis.

How to Export Call Analytics by Duration

To export this report:

1. Click Export in the upper-right corner.

   

2. The system will generate your report.

3. You will receive a notification that the report will be emailed to you once it is ready.

Exports reflect your selected filters and date range.

How to Use This Report

Call Analytics by Duration helps you:

• Evaluate lead quality

• Identify low-engagement campaigns

• Measure sales team performance

• Optimize call routing

• Improve qualification thresholds

• Compare engagement across tracking numbers

For example:

• If one tracking number has many short calls, it may indicate misdirected traffic.

• If another consistently produces calls over 2 minutes, it may be generating higher-quality leads.

Best Practices

To get the most value from this report:

• Monitor average duration weekly

• Compare duration across campaigns

• Use duration thresholds to define qualified leads

• Investigate spikes in short calls

• Combine duration data with tags and qualification filters

Need help?

Our support team is available to assist with questions and troubleshooting. Reach out to us at support@800.com.