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The Call Analytics screen surfaces call volume trends, disposition breakdown, and recording coverage data. It is accessible at /ce/analytics/calls.

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Overview

The screen renders a CallAnalyticsDashboard component below a page header titled “Call Analytics” with the description “Call volume trends, disposition breakdown, and recording coverage.” An Export dropdown in the header is available to users with the ce.analytics.export permission. The dashboard content is rendered by CallAnalyticsDashboard.

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Who it’s for

Required permission: ce.analytics.view (route-level gate). The export action requires ce.analytics.export.

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Before you start

  • You need the ce.analytics.view permission.
  • Export requires the additional ce.analytics.export permission.

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Steps

1

Navigate to Call Analytics

Go to /ce/analytics/calls via the Community Engagement analytics menu.
2

Review call metrics

The dashboard shows call volume, disposition breakdown, and recording coverage. Apply any available date range or filter controls within the dashboard.
3

Export data

Use the Export dropdown in the page header to download a report. Requires ce.analytics.export permission.

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Key concepts

  • Disposition breakdown — SME: confirm available disposition categories (not determinable from page wrapper code alone).
  • Recording coverage — SME: confirm how recording coverage is calculated and what it represents.

Community Engagement

Community Engagement core overview.

Governance & parity

Documentation coverage and governance.
This page documents shipped product behavior. It is not medical, legal, or billing advice. Verify against your organization’s policies and applicable regulations before using it for clinical, compliance, or billing decisions. Protected health information (PHI) shown in the product is governed by your tenant’s access controls and is never exposed in this documentation.
  • src/routes/ce.tsx
  • src/cores/ce/pages/CallAnalyticsPage.tsx