Analytics & Reporting
Gain actionable insights from your call center data with our comprehensive analytics and reporting tools.
Data-Driven Decision Making
Our analytics platform transforms your call center data into actionable insights, helping you optimize performance, identify trends, and make informed business decisions.
- Real-time dashboards and historical reporting
- Custom KPIs and performance metrics
- Agent performance and productivity analysis
- Call quality and customer satisfaction tracking
- Campaign effectiveness and ROI measurement
Analytics Dashboard
Total Calls
1,284
+12%
Avg. Handle Time
3:24
-8%
Conversion Rate
24%
+5%
CSAT Score
4.7
+0.2
Call Volume Trend
Last 7 days
MonTueWedThuFriSatSun
Call Distribution
By department
Sales (50%)
Support (30%)
Billing (20%)
Top Performing Agents
View all
SJ
Sarah Johnson
78 calls
32% conv.
4.9 CSAT
MC
Michael Chen
65 calls
28% conv.
4.8 CSAT
DK
David Kim
59 calls
25% conv.
4.7 CSAT
Key Analytics Features
Real-time Dashboards
Monitor key metrics in real-time with customizable dashboards that provide instant visibility into call center operations.
Performance Metrics
Track agent performance, call volumes, handle times, and other critical KPIs to identify areas for improvement.
Call Distribution Analysis
Visualize call patterns by time, day, agent, or department to optimize staffing and resource allocation.
Trend Analysis
Identify long-term trends and patterns in your call data to anticipate customer needs and improve service.
Service Level Reporting
Monitor compliance with service level agreements (SLAs) and identify bottlenecks in your customer service process.
Team Benchmarking
Compare performance across teams, departments, or locations to establish best practices and drive improvement.
Custom Report Builder
Available Metrics
Call Volume
Average Handle Time
First Call Resolution
Abandonment Rate
Queue Time
Agent Utilization
Conversion Rate
Customer Satisfaction
Cost per Call
Transfer Rate
After Call Work
Service Level
Report Layout
Call Volume
Average Handle Time
Conversion Rate
Preview: Call Volume by Day
Preview: Agent Performance
Agent
Calls
Avg Time
Conv. Rate
Agent 1
45
3:24
24%
Agent 2
38
4:12
18%
Custom Reporting
Create tailored reports that focus on the metrics that matter most to your business. Our flexible reporting engine allows you to:
- Build custom reports with drag-and-drop simplicity
- Schedule automated report delivery to stakeholders
- Export data in multiple formats (CSV, Excel, PDF)
- Create role-based dashboards for different team members
- Set up alerts for critical performance thresholds