Call analytics dashboards and reports for call centers.
Call Analytics gives managers, supervisors, and admins the data they need to run a better phone operation. Real-time dashboards show what's happening right now; historical reports reveal what's been happening over time. Every metric is actionable — not just informational.
Measure, then improve
Every call and agent interaction is captured and measured automatically
Data surfaces in real-time dashboards visible to supervisors and managers
Historical reports and trend analysis reveal patterns for planning and coaching
Metrics that drive action
Real-time supervisor dashboard
Live dashboards display call volumes, queue lengths, agent statuses, and service levels as they happen — updating continuously so supervisors have an accurate picture of operations at all times. No refresh needed; data flows to the dashboard in real time.
Historical reporting
Historical reports cover call volumes, handle times, outcomes, abandonment rates, and service level performance across any date range. Trend analysis helps operations managers understand patterns, forecast demand, and make staffing adjustments before problems develop.
Agent performance metrics
Track individual agent metrics including calls handled, average handle time, first-call resolution, and after-call work time. Performance data is available at the agent level, team level, and across the entire contact center, giving managers the granularity they need.
Queue performance analytics
Queue metrics show wait times, abandonment rates, service level achievement, and overflow patterns. Identifying bottlenecks before they impact customers — or catching queues that are regularly understaffed — starts with accurate queue-level data.
Volume and trend analysis
Analyse call volume patterns over days, weeks, and months to understand when demand peaks and when capacity is underused. Volume trends are the foundation of informed scheduling and resource planning decisions.
Custom report builder
Build reports tailored to your team's specific operational questions — by agent, queue, time window, call type, or outcome. Saved reports run on schedule and can be distributed to relevant stakeholders without manual work.
What your team gains
Evidence-based staffing decisions
Volume trends and queue performance data provide the information needed to make staffing decisions based on actual demand patterns rather than estimates.
Accountability without micromanagement
Agent-level performance data creates a factual basis for performance conversations, reducing the need for supervisors to monitor every call manually.
Service level compliance tracking
Real-time and historical service level data gives operations managers visibility into whether the team is meeting its targets — and how to address gaps when they arise.
Explore the platform
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Frequently asked questions
Make every staffing and coaching decision with data.
Real-time dashboards and historical reports that are actually actionable.