Growth
Conversations handled with the change against the previous period.
Analytics
Show clients the hours their AI covered
Staff time handled shows each client the hours of work their AI took off the team, next to volume, outcomes and the busiest hours.
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| Week | Conversations |
|---|---|
| 18 Sep to 24 Sep | 332 |
| 25 Sep to 1 Oct | 333 |
| 2 Oct to 8 Oct | 320 |
| 9 Oct to 15 Oct | 334 |
Works with
A number that holds up in a client review
Staff time handled counts only conversations the AI resolved, with the method published. Your client sees the hours their team got back, and how they were counted.
Staff time handled, with the working shown
Calls count their talk time plus a minute of wrap-up, chats three minutes each. Short calls and voicemail don't count.
- A money estimate after 20 resolved conversations, reduced by 15% to stay conservative
- Staff cost defaults for the UK and US, editable per client
- Show or hide the money estimate per client
| Week | Conversations | Staff time (hours) |
|---|---|---|
| 18 Sep to 24 Sep | 332 | 14.5 |
| 25 Sep to 1 Oct | 333 | 14.6 |
| 2 Oct to 8 Oct | 320 | 14.2 |
| 9 Oct to 15 Oct | 334 | 14.6 |
Outcomes and the busiest hours
How conversations ended, after-hours answers, and when customers reach out, so clients can plan their team.
- Outcomes and sentiment over time
- Answered after hours
- When customers reach out, by day and hour
| Week | Conversations | Staff time (hours) |
|---|---|---|
| 18 Sep to 24 Sep | 332 | 14.5 |
| 25 Sep to 1 Oct | 333 | 14.6 |
| 2 Oct to 8 Oct | 320 | 14.2 |
| 9 Oct to 15 Oct | 334 | 14.6 |
| Completed | 1,306 (92%) |
|---|---|
| Voicemail | 45 (3%) |
| Failed | 72 (5%) |
| Phone | 1,284 (90%) |
| Web chat | 72 (5%) |
| 41 (3%) | |
| SMS | 26 (2%) |
More in Analytics
7, 14 or 30 days
Clients pick the range that suits their review.
Per agent
Conversations, success rate and after-hours answers for each agent.
After hours
How many conversations happened outside the client's opening hours.
Local settings
Country, currency and time zone per client workspace.
By channel
Conversations split by channel.
Questions agencies ask
How is staff time handled worked out?
It counts only conversations the AI resolved. Each successful call counts its talk time plus one minute of wrap-up, and a call handed to a person counts for half. Outbound calls, voicemail and calls under 15 seconds are not counted.
For the money estimate, we use the hourly staff cost you set for each client, plus employer costs and overheads, then take 15% off to stay conservative. The full method is in the staff time handled guide.
Can I hide the money estimate from a client?
Yes. Staff time handled always shows the hours. You choose for each client whether the money estimate shows, in that client's settings under Reporting.
The estimate only appears once a client has 20 qualifying conversations.
How do you count after-hours answers?
A conversation counts as after hours when it starts before 9:00 or at 19:00 or later, in the time zone set for that client's workspace.