Your team's call handling can make or break customer relationships. dialnote's Team Reports page gives you clear visibility into how each person performs—response rates, call durations, trends over time, and coverage across your shared numbers.
To open it, go to Reports, then on the Analytics page find the Activities table and click View Detailed Report. Everything below lives on one scrollable page at /reports/team. Owners and admins see all numbers. Members only see calls on the phone numbers assigned to them.
Shared filters
The Date Range and Phone Numbers filters at the top apply to every section on this page. The Tags filter and Daily/Weekly granularity don't change these tables, since each one shows totals for the whole period. Change the date range to compare last 7 days versus last 30 days and spot trends.
At a glance#
Four summary cards sit at the top: Total Agents, Team Avg Response Rate, Team Avg Call Duration, and Shared Numbers. They give you the headline numbers before you read into the tables below.
Agent Performance#
The Agent Performance table shows individual metrics for every team member. For each person you'll see total calls broken down by inbound and outbound, their response rate (with a color-coded badge), average call duration, and current availability status. Response rate is answered calls divided by all calls in the period, including outbound calls and voicemails, not just inbound calls.
Response rates get visual indicators:
- Green (85%+): Excellent—this agent rarely misses calls
- Yellow (70-84%): Good, but room for improvement
- Red (below 70%): Needs attention—too many calls going unanswered
The status column shows whether each team member is currently Available, Away, or set to Do Not Disturb, so you know who's taking calls right now.
Team Comparison#
Want to see how your team stacks up? The Team Comparison table ranks everyone with medal badges (🥇🥈🥉) for the top three.
Ranking isn't a simple response-rate sort. dialnote uses a performance score that multiplies calls answered by response rate, so volume and quality both count—answering 33 of 51 calls outranks 1 of 1.
Each row shows:
- Rank with a medal for the top three
- Total calls with the previous-period count
- Response rate badge
- Trend arrow (up, down, or flat) versus the previous period
- Total talk time across all calls
- Missed calls count, highlighted red when it's over 20
This makes coaching opportunities easy to spot. If someone's trending down, you can step in early.
User Groups & Coverage#
When team members share a phone number, you need to know how well that line is covered. This section breaks it down for every number with at least one assigned member.
For each group you'll see member count, total calls, group response rate, average response time (the average length of answered calls, in seconds), coverage percentage, and the top contributor.
Coverage is based on how many members are assigned to the number (25% per member, up to 100%). Ratings work like this:
- Excellent (90%+): 4 or more members on the number
- Good (70-89%): 3 members on the number
- Needs Attention (below 70%): 1 or 2 members on the number
Low coverage alert
If a number shows "Needs Attention" coverage, add more members to that line. See phone number settings to manage who's on a shared number.
Shared Number Performance#
This table lists every number with at least one assigned member. For each line you'll see how many users share it, total calls, answered versus missed, the overall response rate, and the primary handler—who takes the most calls, with their share as a percentage.
It helps you answer questions like:
- Is call volume spread evenly, or does one person carry the load?
- Which shared numbers have the best answer rates?
- Are there lines that consistently underperform?
Try sample data
No call history yet? Team Reports doesn't have its own demo toggle, but you can add ?isDemo=true to the page URL (/reports/team?isDemo=true) to explore every section with realistic sample numbers (each shows a SAMPLE DATA badge). Exit demo mode anytime to return to your real data.
Exporting#
Team Reports doesn't have its own export button. To download a CSV, use Export CSV on the main Analytics page—it includes per-agent metrics and respects your current filters.
What's Next#
- Call reports — call volume, answer rates, and the Activities table
- AI agent reports — containment rate, handle time, and cost savings
- Disposition codes — call tags, first-call resolution, and follow-up metrics
- Analytics overview — how all the reports fit together
- Team management — invite members and set roles