# Call Statistics

This page provides detailed instructions on using the **Call Statistics** page. It presents key daily call metrics, including call volume, answered calls, and service performance indicators, enabling administrators to quickly monitor overall operational trends.

### Overview

The **Call Statistics** feature aggregates call data by day for the entire call center or within the user's authorized scope, providing a high-level view of key performance metrics. This page enables users to evaluate daily call volume, agent performance, and line quality, making it easy to identify abnormal trends, such as a sudden decrease in the answer rate, without reviewing individual call records.

### Accessing the Feature

After logging in to the Call Center platform, navigate to **Calls** > **Call Statistics** (or **Reports** > **Daily Overview**) to open the statistics page.

### Feature Description

#### View Call Statistics

At the top of the page, the filter bar provides the following search option:

* **Date Range:** Required. Select a start and end date (for example, **Last 7 Days**, **This Month**, or a **Custom Range**).

After configuring the search criteria, click **Search**. The statistics list is refreshed immediately to display the results for the selected period.

The statistics list includes the following fields:

* **Date:** The reporting date in **YYYY-MM-DD** format. Records can be displayed in ascending or descending order.
* **Total Calls:** The total number of calls initiated on the selected date, including inbound calls, outbound calls, and internal calls. All initiated calls are counted, regardless of whether they were answered.
* **Answered Calls:** The total number of successfully connected calls that generated talk time, including calls answered by agents, customers, IVR, or voicemail.
* **Unanswered Calls:** The total number of calls that were not successfully connected, including busy, no answer, caller hang-up, system failures, and other unsuccessful call outcomes.
  **Total Calls = Answered Calls + Unanswered Calls**
* **Answer Rate:** A key performance indicator used to evaluate call connectivity and agent efficiency. The calculation is:
  **(Answered Calls ÷ Total Calls) × 100%**. The result is typically displayed with two decimal places (for example, **95.20%**).

**Note:** If **Total Calls** is **0**, this field displays **"-"** or **"0%"**.