About
Real Time & Historical Analytics
Our Real-Time & Historical Analytics platform empowers organizations with deep visibility into contact center operations, enabling data-driven decisions that improve performance, productivity, and customer experience. With dashboards that track live call activity and historical trends, supervisors can monitor KPIs such as call volume, response times, hold durations, and call abandonment. This continuous stream of insights helps you optimize staffing, streamline workflows, and uncover actionable trends in customer behavior. From operational oversight to long-term planning, our analytics suite is your command center for performance excellence.
Key Features
Real-Time Call Monitoring
Instantly track active calls, agent availability, and queue status to manage operations live.
01
Abandonment Rate Tracking
Monitor when and why customers hang up, and implement strategies to reduce lost opportunities.
02
Answer and Response Time Analysis
Measure the time it takes to respond to calls and optimize staff schedules for faster service.
03
04
Talk and Hold Time Metrics
Analyze engagement duration and wait times to improve customer satisfaction and workflow.
05
Outbound Call Volume Reporting
Track and evaluate outbound call efforts to improve productivity and follow-up rates.
06
Call Type Trend Analysis
Spot emerging issues and common customer needs through detailed trend breakdowns.
MNS
Case Studies From Challenge to Change
Real-Time Monitoring
Network Analysis
Gateway Integration
Hosting Solution
Management System
Data Recovery
Innovative Solutions
Risk Management
IT Success Stories
System Integration
