This article highlights the latest enhancements to Analytics in Freshcaller, designed to help you explore call data more deeply and work more efficiently. With features like cross-module custom metrics, combo charts, and in-app downloads, you can customize reports, share insights, and uncover patterns across teams and time zones. These updates make it easier for call center teams to monitor performance, identify bottlenecks, and make faster, data-backed decisions.
New Homepage
With the improved home page:
You can quickly access your most recently viewed reports from the left sidebar. You’ll find the reports or widgets you've starred in the Favorites section. You can star them for quick access using just a few reports frequently. Additionally, you can add and reorder widgets to customize your view based on your needs.
The All Reports section displays all the reports you can access. You can sort these reports by the creator, the person who last modified them, the creation date, or the modification date. Additionally, you can filter them in either ascending or descending order.
You can access the Curated reports section and the legacy reports from here. We’ll cover the Curated reports only in this course. Curated reports are default and prebuilt reports that use helpdesk data to quickly give you a holistic view of your agent performance, ticket details, and more. You don’t have to build these reports from scratch or turn ON a setting in Freshdesk for this to work, as they automatically capture the details in Freshdesk.
Click Help Center on the right to learn more about Analytics in Freshdesk. You can read articles, watch videos, or click on the interactive tours section to be guided using specific Analytics module features.
Custom metrics and attributes
Create personalized business metrics tailored to your call center goals—such as tracking average call duration by team or missed calls by location. You can also define custom attributes to capture caller-specific details like customer type, priority level, or region. These custom metrics and attributes help you analyze call data in a way that reflects your business priorities and power automation or reporting that’s more relevant to your support operations.
Starting day of the week
You can define which day your reporting week begins on—for example, setting Sunday as the start of the week, which is common in the Middle East. This ensures all weekly metrics align with your local workweek and reporting practices.
Custom sorting
Custom sorting in Freshcaller reports lets you sort underlying data based on any field you add, not just default columns. For example, if you add a custom field like “Team Priority” or “Call Category,” you can sort the data accordingly to surface insights that matter to you. This flexibility helps tailor the data view to your specific reporting needs.
Favorite reports
Quickly access your most recently viewed reports from the left sidebar. The Favorites section shows reports or widgets you’ve starred for easy access—ideal if you rely on just a few frequently. You can also add and reorder widgets to tailor the view to your needs.
Interactive filter
Interactive filters as widgets help you quickly narrow down call data—such as unresolved calls by agent or missed calls by region—directly from the report dashboard. These filters appear as visual widgets (like dropdowns, sliders, or toggles) and can be configured to reflect key call attributes such as call direction, priority, or custom fields. You can place them alongside your charts, filter entire reports or specific pages, and style them to match your dashboard layout—making it easier to explore insights without switching filters repeatedly.
Cross-module custom metrics
Cross-module custom metrics allow you to use data from different modules, such as Contacts, Accounts, or Calls—when building a custom metric. This gives you greater flexibility to create metrics that reflect relationships across modules. For example, you can calculate the average number of calls per account or total call duration per contact.
Multiple schedules
You can create multiple schedules to automatically send different reports at varying times—for example, send a weekly performance summary to managers every Sunday and a daily call volume report to team leads every morning.
xls export
You can now export reports in .xls format, in addition to the existing .csv option, making it easier to work with formulas, formatting, and pivot tables in Excel.
unsaved filter
You can export reports even when filters are not saved. Whether you're using a saved filter or applying one on the fly, the export will reflect the current filtered view.
In-app download
In-app download in Freshcaller reports allows you to download report data directly within the analytics interface without switching tabs or navigating away. You can quickly export charts or tables in your preferred format for offline access or sharing. This makes it easier to capture and distribute insights with minimal effort.
last updated time
The date in the Data updated section in a report shows the exact moment when the data was most recently refreshed. This helps users know how current the information is, ensuring they’re making decisions based on the latest available insights. Having this timestamp visible adds transparency and confidence in the report’s accuracy.
Dynamic Timezone
Dynamic Timezone ensures that all time-based data in reports automatically adjusts to the viewer’s local timezone. Instead of relying on a fixed timezone, the report aligns timestamps with the user’s system or profile settings. This makes it easier for teams across different regions to view and interpret data accurately without manual conversions.
Combo charts- treemap
Combo charts with treemaps let you visualize call data—like volume by IVR options or agent groups—alongside other chart types in a single view. The treemap shows nested rectangles, making it easy to compare proportions, such as call distribution across teams. This helps identify high-traffic areas or overloaded groups, enabling better resource planning.