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Stats Studio

Stats Studio 2.0 release

Author Ellinor Niklasson

Last updated: 24.06.2026 by Ellinor Niklasson

Introducing Stats Studio

Stats Studio offers a simple, yet powerful platform for achieving a comprehensive understanding of your organization's communication usage.

Gain perspective through both real-time monitoring and historical analysis. Regardless of your role whether in Sales, Support or Administration, Stats Studio empowers you to make smarter, data-informed decisions based on clear and reliable metrics.

General description

What is included in the Stats Studio Product?

A tool that gives you instant visibility into your entire communications system. No technical expertise is needed. By clicking “Go to stats” in the Web or Desktop app you can instantly view real-time and historical data through pre-built, intuitive dashboards and widgets.

You are just "one click away" from your favorite reports.

What is not the Stats Studio Product?

It is not a tool that provides raw data for export or integration with third-party environments. If that is your goal, you should use our other product, Studio API, which provides WebSocket real-time information and historical GraphQL data.

Requirements

Administrators
No specific add-on is needed, you only need to have the Administrator permission.

Create reports 
The Administrator must have the the add-on "Stats Report Management".

To track/receive data on users
The user must have the add-on "Stats Tracked User". 

Access and visibility

Administrators 
Access to Stats Studio via the Web and Desktop app. 
Access to edit in the Stats Studio environment.

Users with no Administration rights
No access to Stats Studio and the "Got to Stats" tab in the Web and Desktop app.

Stats Tracked User add-on (User level)
User will be tracked in the report.

Target groups

  • All Customers and Partners
  • All countries
  • Product is white labeled

Supported apps

  • Web and Desktop app

Click on the tabs below to learn more about how to install and use Stats Studio:

Installation guide 

Click on the tabs below for a step-by-step guide on how to add the features with Flow and Bundle packaging. If you're unsure which packaging model you have, please contact your Key account manager.

Flow

The following add-ons must be assigned on the users.


Open Stats Studio

Only Administrators can access Stats Studio from the Web and Desktop app.

  1. Log in to the Web or Desktop app.
  2. Navigate to Settings. 
  3. Scroll down and then click on "Go to Stats".

     
  4. This will open a new tab, a 7-day free trial activates automatically on first access which begins tracking all agents, calls and profiles.

Add Stats Tracked User 

Once the trial ends, the user must proceed via the Admin portal. To receive data, follow these steps to add the Stats Studio feature to the user's account:

  1. Log in to the Admin portal.
  2. Navigate to the Users section.
  3. Select the specific User you wish to add the feature on.
  4. Navigate to Additional services.
  5. Add Stats Tracked User to the users account.

Add Stats Report Management

For an administrator to be able to create reports in Stats Studio, the Stats Report Management add-on must be enabled.

  1. Log in to the Admin portal.
  2. Navigate to the Users section.
  3. Select the specific User you wish to add the feature on.
  4. Navigate to Additional services.
  5. Add Stats Report Management to the users account.

Delete

Bundle

The following add-ons must includeded in the users license.


Open Stats Studio

Only Administrators can access Stats Studio from the Web and Desktop app.

  1. Log in to the Web or Desktop app.
  2. Navigate to Settings. 
  3. Scroll down and then click on "Go to Stats".
  4. This will open a new tab, a 7-day free trial activates automatically on first access which begins tracking all agents, calls and profiles.

Add Stats Tracked User 

Once the trial ends, the user must proceed via the Admin portal. To receive data, the Stats Studio add-on must be includes in the user's license.

Add Stats Report Management

For an administrator to be able to create reports in Stats Studio, the Stats Report Management add-on must be included in the license.

Delete

For Administrators

For more information on how to create and assign licenses to a user, please refer to our article User Creation & License Management.

Delete

Getting started with Stats Studio

When you open Stats Studio through the web or desktop application, this is the first page you will see. 

The Reports sidebar

On the left side of your screen, you will find the Reports navigation sidebar. This is your central hub for managing reports.


From the sidebar you can:

  • Access all your default and custom reports.
  • Organize them for a clear structure.
  • Use the built-in search feature to quickly find any report by name or keyword.

The sidebar is divided into two sections:

  • Starred & Default Reports - contains your favorites and most frequently accessed reports for quick access, and the full list of available standard reports
  • Design Reports - reports you have created yourself

How to hide and show the sidebar

  1. Click the Sidebar Toggle icon located next to the Reports header.
  2. The sidebar will collapse, giving you more space for the report view.
  3. To bring it back, move your mouse to the far left side of the screen.

How to search for a report

  1. Click the Search reports field at the top of the sidebar.
  2. The list filters in realtime, showing only reports that match your input.

How to star (favorite) a report

  1. Hover over a report name to reveal the Star icon.
  2. Click it to add or remove the report from the Starred section.

Note

The Starred section can never be empty - there will always be at least one pinned report.

How to set a default landing report

The landing report is the dashboard that loads automatically when you open the application.

  1. Hover over a starred report.
  2. Click the Home button that appears.
  3. That report is now assigned as your default landing page.

How to reorder reports in the sidebar

  1. Click and hold the Drag Handle (the six-dot icon to the left of the report name).
  2. Drag the report to its new position.
  3. Release to save.

How to view report details

  1. Hover over any report name.
  2. Click the "i" icon.
  3. A summary will appear showing what the report tracks, who originally created it, and who last modified it.

Create a custom report

To create custom reports, the Administrator must have the add-on "Stats Report Management". OBS! Log out and back in to Stats Studio once the add-on has been added.

How to create a new report

  1. Click New report in the sidebar.
  2. A new window opens where you can build your report. Start with give the report a Name and Description.
  3. Click Save Reportand toggle between two pages:
    1. View - see your widgets and statistics in real time
    2. Edit - see who created the report, make changes, and save your work

How to add widgets to a report

Widgets are the building blocks of a report - a report is a collection of widgets. 

Each widget has two parts:

Data source - the data that feeds the widget (can be drawn from different sources and even combined)

Chart - how the data is visualized, such as a pie chart, bar chart, or table

  1. Open the right side panel to browse available widgets.
  2. Drag and drop widgets onto the report canvas.
  3. To filter a specific widget, click the filter icon next to the trash can icon.
  4. In the pop-up, filter by Agent, IVR, Queue, and Perspectives.
  5. Click Filters in the upper right corner to filter by Date Range, Queues, IVRs, Agents, Perspectives, and to include Internal and External calls.

What are perspectives?

The same call can be viewed from different angles. Stats Studio organizes five data sources around three call perspectives (Agent Filters, IVR Filters and Queue Filters), plus two views of agent state. Choose the perspective that best matches what you are trying to analyze.


Example: One incoming call enters the IVR, lands in the first queue, is offered to Agent 1 (no answer), then Agent 2 (no answer), moves to a second queue, and is finally answered by Agent 3. How many records does this single call produce?

Perspective

Records

Detail

Call Overview

1

1 answered

Queue Overview

2

1 not answered (first queue), 1 answered (second queue)

Agent Overview

3

2 not answered (Agent 1, Agent 2), 1 answered (Agent 3)


Two additional data sources work differently:

  • Profile Live - fires one event per agent each time their status changes (e.g., Available, Lunch, In a call)
     
  • Profile History - one record per agent profile slot, summarized once per hour


How to hide the Widgets sidebar

  1. Click the Sidebar Toggle icon next to the Widgets header.
  2. The sidebar collapses, expanding your report canvas.
  3. To bring it back, move your mouse to the far left side of the screen.

Default reports

Stats Studio includes several built-in reports. Below is an overview of each one.

Agent Metrics

The Agent Metrics report gives you a clear picture of how each individual agent is performing. See how many calls they have handled, how many were answered or missed, and how long they have been on calls split by inbound and outbound activity.

Graphical view includes:

  • Total calls.
  • Total calls by agent.
  • Whether any agent is currently on a live call.

Table view:

  1. Filter between All, Inbound, and Outbound calls using the navigation tabs.
  2. Download the data by clicking the Export button next to the View settings tab.
  3. Click a column header to sort data in ascending or descending order.
  4. Click the Filter icon next to any column header to isolate specific data (e.g. filter by Agent name or Live Profile type).

Agent Profiles

The Agent Profiles report tracks what your agents are doing throughout the day. See which profile they are currently in - such as Available, Lunch, or Meeting - how long they have been there, and how team availability shifts over time.

Graphical view includes:

  • Total active agents - how many agents currently have an available profile
  • Profile Distribution - full team breakdown by profile type
  • Live Time in Profiles - which profile each agent is currently in and how long they have been there
  • Agent Time Distribution - how the team's profile distribution shifts throughout the day, useful for spotting peak Lunch, Meeting, or Busy hours

Click an agent's name in the table on the arrow button to switch the chart view to show only that agent's profile timeline for the selected period.

Call Inspector

The Call Inspector report lets you dig into the details of any individual call. Every interaction gets its own row, so you can trace exactly what happened - which IVR it came through, which queue it hit, who answered it, and how long each stage took.

Graphical view includes:

  1. Total calls.
  2. Answered vs. unanswered calls.
  3. Daily call volume.
  4. Option to select which call types to display in the charts.

Table view:

  1. Download the data by clicking the Export button next to the View settings tab.
  2. Click a column header to sort data in ascending or descending order.
  3. Click the Filter icon next to any column header to isolate specific data (e.g. filter by Agent name or Live Profile type).

IVR Performance

The IVR Performance report shows you how well your phone menus are working. Track how many calls are coming in through each entry point, how many are answered, how long callers are waiting, and where calls drop off.

Graphical view includes:

  1. Total calls.
  2. Answered vs. unanswered calls.
  3. Total calls by IVR.
  4. Live calls right now.

Table view:

  1. Filter between All, Inbound, and Outbound calls using the navigation tabs.
  2. Download the data by clicking the Export button next to the View settings tab.
  3. Click a column header to sort data in ascending or descending order.
  4. Click the Filter icon next to any column header to to filter by specific IVRs.

Queue Traffic

The Queue Traffic report gives you a health check on each of your queues. See how many calls are coming in, how many agents are available, how long callers are waiting, and how many calls are being answered versus missed.

Graphical view includes:

  • Total calls.
  • Answered vs. unanswered calls.
  • Total calls by queue.
  • Live longest call time in queue.

Table view:

  1. Download the data by clicking the Export button next to the View settings tab.
  2. Click a column header to sort data in ascending or descending order.
  3. Click the Filter icon next to any column header to to filter by specific IVRs.

The Time Trends report helps you spot patterns in your call volume over time. See when your busiest hours are, how many agents were available during those peaks, and how answer rates shift throughout the day - great for planning staffing and capacity.

Graphical view includes:

  • Total calls.
  • Answered vs. unanswered calls.
  • Daily call volume.
  • Option to select which call types to display in the charts.

Table view:

  1. Filter between All, Inbound, and Outbound calls using the navigation tabs.
  2. Download the data by clicking the Export button next to the View settings tab.
  3. Click a column header to sort data in ascending or descending order.
  4. Click the Filter icon next to any column header to to filter by specific IVRs.

Aggregation options:

You can choose how you want your data aggregated directly within the report. Group by Month, Week, Day, or Hour depending on the level of detail you need. Each time the grouping changes, the Period column updates its format accordingly.

Filtering report data

The Filter panel allows you to refine the data displayed across an entire report. You can filter by Date Range, Agents, Queues, and other metrics. 

There are two ways to filter report data.

Option 1: Filter the entire report

This affects all charts and data tables within the current report.

  1. Click the Filters button in the upper-right corner of the dashboard.
  2. A panel will slide out from the right, displaying all available filter categories.
  3. Use the Date Range dropdown to select Today, Yesterday, Last7days, Last30days etc - or enter a custom start and end date.
  4. Use the other dropdown menus to filter by specific categories (e.g. Agents or Queues).
  5. Type in the search bar within any dropdown to find items quickly.
  6. You can select multiple items per category at the same time.
  7. Click Apply Filters at the bottom of the panel to update the report.

Option 2: Filter a single table

Table filters only affect the table they belong to - not the other widgets in the report.

  1. Find a table column that supports filtering - it will display a filter icon.
  2. Click the icon to open filter options.
     
  3. Choose your filter method:
    1. Search - filter by typing any text
    2. Options - filter by selecting values from a list

Column Data

In the report you can customise your columns and select exactly what you want to measure and display in the table view.

  1. Click on the View tab in the upper right corner of the table view.
  2. Then click on Columns.


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