If your team spends hours on sales or support calls, you already know: what gets measured gets managed. But in reality, most “call analytics” dashboards just collect dust. If you’re using Justcall and want to actually improve team performance—not just stare at charts—here’s the no-nonsense guide.
This is for team leads, managers, or anyone who wants straight answers on what to track, how to set it up, and what to ignore. Let’s get practical.
1. Get Your Justcall Account Set Up Right
Before you can make sense of analytics, you need to cover the basics. If your call flows, user roles, or integrations are a mess, your data will be too.
Checklist: - Make sure everyone’s using their own login—not shared accounts. Otherwise, you can’t track individual performance. - Confirm your team is making/receiving calls through Justcall, not their cell phones or external apps. - Connect your CRM if you want real context (e.g., Salesforce, HubSpot). Otherwise, your call data is just floating in space. - Set up call tagging and disposition codes. These labels help make sense of outcomes later.
Pro tip: Don’t overcomplicate tagging. Start with just a handful of clear categories (e.g., “Demo booked,” “Voicemail,” “Wrong number”).
2. Know What to Track (and What to Ignore)
Not all call metrics are useful. Here’s what actually matters for team performance—and what’s just noise.
Metrics Worth Your Time
- Number of calls made/received: Obvious, but still the baseline.
- Answer rate: Are prospects/customers even picking up?
- Average call duration: Short calls aren’t always bad—context matters.
- Talk time vs. hold time: If agents are putting folks on hold a lot, dig into why.
- First call resolution: Did you solve the problem or book the meeting on the first try?
- Call outcome tags: Use these to track real results, not just activity.
Metrics to Ignore (Most of the Time)
- Total minutes spent on calls: Longer isn’t better. Focus on outcomes, not time logged.
- Inbound vs. outbound split: Unless your strategy depends on it, don’t obsess here.
- Call volume per hour: Watch for burnout, but don’t micromanage every spike and dip.
Honest take: Vanity metrics (like “average ring time” or “calls per hour”) might look good in a report, but they rarely help you coach your team or improve outcomes.
3. Explore the Justcall Analytics Dashboard
Justcall’s analytics are split between high-level dashboards and more granular reports. Here’s how to navigate them without getting lost:
Where to Find the Good Stuff
- Dashboard: Quick view of total calls, answered/missed, and performance by user.
- Team Analytics: See how different reps stack up—calls made, outcomes, average duration.
- Call Logs: Drill down into individual calls for context (listen to recordings, read notes).
- Tags/Dispositions Reports: Track specific outcomes over time.
How to Use It
- Filter by date range, user, or team. This helps you spot trends and outliers.
- Export data if you want to do custom analysis in Excel or Google Sheets.
- Set up scheduled reports to land in your inbox—so you don’t forget to actually look.
Pro tip: Don’t just look at weekly numbers. Compare this month to last month, or this team to another, to spot real changes.
4. Turn Analytics Into Action
Data is useless if you don’t act on it. Here’s how to actually use your findings to coach, fix problems, and get results.
Step 1: Spot Patterns, Not Just Outliers
- If one rep always has shorter calls but better outcomes, figure out what they’re doing differently.
- If your answer rate is tanking, check if it’s a bad time of day, wrong list, or lousy call script.
- High hold times? Maybe your team needs more product training or better resources at hand.
Step 2: Focus Coaching Where It Matters
- Use call recordings for real coaching, not just “gotcha” moments. Pick a few calls each week to review together.
- Set clear, specific goals: “Increase demo bookings by 10%,” not “Make more calls.”
Step 3: Share Wins and Fixes
- Celebrate when analytics show improvement—public shoutouts work.
- If you spot a problem, fix the root cause (bad process, unclear script, lack of info), not just the numbers.
What doesn’t work: Weekly meetings where you just read out the dashboard. People tune out. Make it actionable.
5. Avoid Common Pitfalls
Even good tools like Justcall can lead you astray if you’re not careful.
- Don’t drown in data. Pick 2–3 key metrics and stick to them.
- Don’t compare apples to oranges. Compare similar roles—SDRs to SDRs, not SDRs to Account Managers.
- Don’t ignore context. A drop in calls might mean more in-depth conversations, not laziness.
- Don’t micromanage. Analytics should help you coach and improve, not spy on every move.
Pro tip: If a metric isn’t helping you make a decision or take action, it’s probably not worth tracking.
6. Advanced Moves (If You’re Ready)
Once you’ve got the basics down, here’s how to get more from Justcall analytics—if you have the time and need.
- Integrate with your CRM: Pull call outcomes into sales reports or trigger workflows.
- Automate tagging with AI: Some plans offer AI-based call summaries—helpful, but review for accuracy.
- Set up custom dashboards: Use exports and business intelligence tools if you need to mix in other data.
Warning: Don’t let integrations or fancy dashboards become a project in themselves. Only go here if your basics are solid.
7. Keep It Simple. Iterate.
Most teams overcomplicate analytics and end up ignoring them. Start with the basics, focus on a couple of metrics, and actually use what you learn to coach your team. Review and adjust every month or so—don’t set it and forget it.
Remember: The goal isn’t to have the prettiest dashboard. It’s to help your team have more productive calls that drive real results. Keep it simple, tweak as you go, and don’t let the data distract you from what matters—talking to customers and improving every week.