Advanced analytics for your whole team

Open Analytics (Business plan, including the free trial; the owner and managers can see it). Pick 7, 30 or 90 days, or your own dates within the last year. At the top you get calls and texts, talk time, answer rate and your busiest hour, and "What this tells you" puts them into plain words. Each teammate has a card — click one to focus the whole page on them, and "Whole team" takes you back. Below: volume over time, how calls split, what happened to the texts you sent (delivery rate), your busiest days and hours, each line's calls and texts, and missed calls to call back. Only the owner sees Twilio spend — what Twilio charged your account, by channel, from Twilio's own usage report (it can run a few hours behind). "Export CSV" downloads the whole report.

It is the first page after you sign in — your workspace at a glance. Pick a period (Today, 7 days, 30 days or your own dates) and four cards count your calls, messages, missed calls and new contacts, with the change from the previous period; tap a card to open that page. On a computer, the Activity chart shows your calls and texts day by day, and Call breakdown splits your calls into outgoing, answered and missed, with your answer rate, busiest day and top contact. Recent Activity lists your latest calls and texts, with who it was and which of your lines it used.

Yes. For each agent you can toggle calling and texting on or off, choose whether they see the whole team's inbox or only their own conversations, set contact access to full, view-only, or personal-only, and choose whether they ring on incoming calls. You can also mark individual contacts as private so only you see them.