About
Real Time & Historical Analytics
Our Real-Time & Historical Analytics platform empowers organizations with comprehensive visibility into their contact center operations, enabling data-driven decisions that enhance performance, efficiency, and customer satisfaction. Through intuitive dashboards that provide both live call activity and historical trend analysis, supervisors and managers can track critical KPIs such as call volume, response times, hold durations, and call abandonment rates in real time. This continuous flow of actionable insights allows you to optimize staffing levels, streamline workflows, and identify patterns in customer behavior that drive strategic improvements. Whether you’re focusing on day-to-day operational oversight or planning for long-term growth, our analytics suite serves as your central command center—providing the tools and intelligence needed to improve service delivery, boost productivity, and create exceptional customer experiences at every interaction.
Key Features
Real-Time Call Monitoring
Instantly track active calls, agent availability, and queue status to manage operations live.
01
Abandonment Rate Tracking
Monitor why customers hang up, to create strategies that 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 and waiting time 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.
