Analytics
Understand your call center performance with volume, duration, agent, and trend reports.
The Analytics section gives managers and administrators a data-driven view of call center performance. Instead of guessing how the team is doing, you can look at actual call volume, agent utilization, peak hours, and trend lines.
Analytics Modules
| Module | Description |
|---|---|
| Call Analytics | Volume, duration, direction, peak hours, and abandoned call metrics |
| Agent Performance | Per-agent KPIs including handle time, calls per hour, and availability |
What Analytics Cover
Analytics are built from real call data generated by the platform. Every completed, missed, or abandoned call contributes to the numbers you see in these reports.
Key areas:
- Volume trends — Are calls increasing or decreasing over time?
- Peak hours — When is the team busiest?
- Answer rates — What percentage of inbound calls are answered?
- Agent utilization — How much time are agents spending on calls vs. idle?
- Handle time — How long does the average call take from answer to wrap-up?
Data Scope
All analytics data is tenant-scoped. Each client company sees only its own metrics. Provider administrators have access to cross-tenant analytics through the provider dashboard.
Date Range Filters
Every analytics page supports date range filtering. Select a preset range (today, last 7 days, last 30 days) or define a custom date range. Reports update immediately when the range changes.
Combine analytics with Automations to trigger alerts when key metrics exceed thresholds. For example, send a notification when the abandoned call rate climbs above 10%.
Exporting Data
Analytics pages support CSV export so you can pull data into spreadsheets, BI tools, or external reporting systems.