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Unlock powerful insights with statistics and reporting

Published on December 16, 2024

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To constantly improve, minimize issues, and provide the best possible customer service, it is crucial to analyze performance and track key metrics. With the built-in statistics and reporting feature, included for everyone, you get real-time analytics and detailed reports that enable data-driven decisions. By tracking key metrics, monitoring performance, and analyzing trends, your team can improve efficiency, optimize operations, and deliver outstanding service every time.

Key features of statistics and reporting

The statistics and reporting tools provide your team with both real-time and historical insights to monitor and improve performance. From live dashboards to in-depth call analysis, these features help you stay informed and take action to deliver exceptional service.

Customizable dashboard and wallboard
Visualize real-time call data, including live queue status, call volumes, and wait times, all in one place. Dashboards provide managers with an instant overview of performance, while wallboards are designed to be displayed on large screens, keeping the entire team informed and aligned during busy periods.
Performance tracking
Gain insight into individual agent activity with detailed performance metrics, such as total calls handled, average handling time, and missed calls. These reports help identify strengths and areas for improvement, allowing managers to provide targeted coaching where it’s needed most.
Queue performance and scheduled reports
Evaluate queue efficiency by analyzing metrics like wait times and timeout calls. Combine this with scheduled reports to monitor SLA compliance and share regular insights with key stakeholders, ensuring continuous improvement across teams.
Call tagging for deeper analysis
Categorize customer interactions with custom call tags. Whether tracking common inquiries or analyzing customer pain points, tagging provides actionable insights that help refine processes and improve the overall customer experience.

Use cases: driving improvements with reporting and analytics

Here are a few ways the reporting tools can help your business improve service and efficiency:

Optimizing performance with real-time visibility
During high-demand periods, dashboards help managers monitor live call volumes and wait times. This allows them to reallocate agents to priority queues or adjust staffing levels in real time to prevent bottlenecks and improve response times.
Identifying recurring customer issues with call tagging
Call tags allow teams to categorize interactions by topic, such as technical support or product inquiries. By analyzing tagged calls, businesses can identify recurring issues and proactively resolve them, improving customer satisfaction and reducing call volumes over time.
Supporting team development with performance data
Agent reports provide managers with clear insights into individual activity, such as call handling times or missed calls. This data can be used to identify opportunities for targeted coaching and development, helping team members improve their performance while feeling supported in their growth.

Why reporting and analytics matter

The statistics and reporting tools empower businesses to:

Improve responsiveness

Live metrics allow real-time adjustments to ensure service levels remain high.

Make informed decisions

Historical data reveals trends that guide strategic improvements.

Foster team growth

Performance reports help managers identify strengths and provide constructive feedback where it’s most needed.

Ensure SLA compliance

Track and meet key service level agreements to maintain customer trust.

Learn more about reporting and analytics

Unlock the full potential of your communication systems by using reporting tools to drive smarter decisions and continuous improvements. Contact us to learn more, or dive deeper into the feature’s capabilities by exploring these user guides: