What's actually happening on the phones.
Volume by user and department, missed-call-rate trended weekly, average call duration by team, peak hours heatmap, inbound vs outbound split. Built for the operator question "are we picking up enough calls?" — not for vanity metrics. CRM-correlated activity reports on Team Pro. Personal call analytics on Solo; team-level analytics on Team plans.
Analytics on Kelir.
Kelir analytics is the data view across the team's call activity. Volume metrics (how many calls), missed-rate metrics (how many didn't get answered, trended over time), duration metrics (how long calls last on average), and time-distribution metrics (when calls happen — by hour-of-day, day-of-week). The reports are designed for operator questions: "are we missing too many calls during the morning rush?", "is the support team handling enough volume to need another seat?", "which sales rep handles the most inbound this quarter?"
Three layers of access. Solo: personal call analytics — your own line's history, your own missed-rate, your own duration distribution. Useful for solo professionals tracking their own work pattern. Team Starter: team-level analytics — volume, missed-rate, peak hours, and per-user / per-department breakdowns across the whole account. Team Pro: adds CRM-correlated activity reports — pipeline-stage call counts, account-level activity timelines, deal-velocity correlations on top of the same metrics.
Reports are accessible from the admin portal at app.kelir.io for Team plans (admin role required) and from the Kelir mobile app for personal analytics. CSV export is available on Team — useful for ingesting into a BI tool or running custom analysis. The data refreshes within minutes of call activity; analytics shows current-day data alongside historical trends.
RingCentral, Dialpad, 8x8, Vonage Business, and Nextiva all ship more elaborate analytics surfaces — many with real-time agent supervision dashboards, call-quality monitoring, and contact-center-style reporting. Kelir's analytics is intentionally focused on operational SMB use cases: volume, missed-rate, peak hours, per-user load. Not designed for 50-agent contact-center supervision; designed for 2-50-person teams asking small-team operational questions.
The metrics that matter most for SMB phone operations: missed-call rate (target <5% for service businesses), average answer time (target <20 seconds), peak-hour utilization (informs staffing), per-user volume distribution (informs hiring or training). All available out of the box on Team Starter; CRM correlation on Pro lets you add the "did the call lead to a meeting / a quote / a closed deal" dimension.
Setup walkthrough.
Configured from Admin portal at app.kelir.io. The setup below assumes a working Kelir account and an active eSIM.
- 1
Open app.kelir.io as an admin and navigate to Analytics.
- 2
Pick a date range — last 7 days, last 30, last 90, custom range.
- 3
Select the dimension: by user, by department, by hunt group, by inbound number.
- 4
View the call volume chart (daily or hourly granularity) for the selection.
- 5
View the missed-call rate trend — line chart over the date range, with weekly markers.
- 6
View the average duration by user / department — useful for spotting reps with unusually short or long calls.
- 7
View the peak hours heatmap — by-hour-of-day × day-of-week grid showing where call volume concentrates.
- 8
Export CSV: tap Export, pick the columns you want, download for further analysis.
- 9
On Team Pro, navigate to CRM Activity for pipeline-correlated reports — calls by deal stage, by account, by owner.
Where analytics earns its keep.
Are we missing too many calls during morning rush?
Pull up the missed-call rate by hour-of-day. See if 8–10am is meaningfully worse than the rest of the day. If yes — staff up, configure call queuing, or add an after-hours forward to an answering service for the morning surge.
Sales rep performance comparison
Per-user breakdown over the quarter — calls per rep, average duration, missed-rate. Useful in 1-on-1 reviews and for spotting reps whose call patterns suggest they're doing things differently from the team norm.
Capacity planning
Volume trended over 6 months. If support team's volume is growing 15% quarter-over-quarter, plan for the next hire before the missed-rate climbs.
Marketing campaign attribution
Run a campaign with a unique inbound number. See volume on that number alongside the campaign's other-channel attribution. Useful for tracking how phone-friendly the campaign is.
CRM-correlated pipeline view (Pro)
"How many calls per deal in our pipeline this quarter?" Team Pro's CRM activity report joins call history to deal stages — see whether deals that close had more / fewer touchpoints than deals that didn't.
The same feature.A real cellular line.
Analytics is universal across UCaaS. Kelir's surface is intentionally narrower than enterprise contact-center platforms — focused on SMB operational questions rather than agent supervision.
- Personal call analytics included on Solo — your own line's data, no upgrade required.
- Team analytics on Team Starter — most softphone competitors gate team analytics behind their mid-tier business plan.
- CRM-correlated reports on Team Pro — pipeline-stage call counts, account-level activity timelines, deal-velocity correlations.
- Reports are operational — volume, missed-rate, peak hours, duration. Not designed as a real-time agent supervision dashboard.
- CSV export on every report; BI tool integration via the public API on Phase 3.
- Per-department breakdowns let you see Sales / Support / Finance separately without separate accounts.
- Refresh latency is minutes, not real-time — fine for the operational questions Kelir analytics is built for.
Common questions
Personal call analytics — own line's data — is included on Solo. Team-level analytics (per-user, per-department breakdowns across the whole account) require Team Starter or Team Pro because they're inherently multi-user.
Team Starter includes the full operational analytics surface: volume by user / department / hour, missed-call rate trends, average duration, peak-hour heatmaps, CSV export. Team Pro adds CRM-correlated activity reports (deal-stage, account-level, owner-level) on top — useful when you need to tie call activity to pipeline performance.
Refresh is minutes, not real-time. Current-day data updates throughout the day; the missed-rate from this morning shows up in the afternoon's report. For real-time agent supervision (live queue length, current handle time, agent state), Kelir doesn't ship a contact-center-style dashboard — that's deliberately out of scope.
Yes. CSV export from any report. For programmatic integration with a BI tool, the public API in Phase 3 will provide direct query access. Until then, scheduled CSV exports from the portal are the standard path.
Yes — message volume per user / department is in the same surface. Missed-message-rate isn't really a metric (messages don't have an answer/no-answer dimension), but volume trends, response-time medians (for two-way threads), and per-rep activity are all available.
Call quality (jitter, packet loss) isn't reported because Kelir runs on cellular VoLTE — call quality matches the carrier voice path, not a measurable VoIP transport. CSAT / NPS are out-of-scope; pair Kelir with a survey tool (Delighted, Wootric) and trigger via the webhook on call-end on Team Pro for post-call surveys.