Real-time customer service monitoring, analytics, reports and Dashboards

Monitor your team and contact center in real time.

Help your team members improve their efficiency.

Monitor the incoming and outgoing calls of the entire customer contact center.

Check the current work status of agents.

Visualize the overall service quality through the number of calls answered, transferred, missed, or voice messages left.

Get alerts to unusual situations in the call center so you can take corrective measures.

Call traffic analysis

Better plan and manage the call center operation and resources with reports on call volume, traffic load and call disposition.

Analyze call volume and daily trends for inbound and outbound calls.

Overview

View call volume data within a specified time interval with weekly or daily statistics.

Analyze hourly call traffic per day or per week

Display hourly call volume statistics (average, maximum, or minimum) for each day or over a week to understand traffic distribution per hour

Examine the utilization rate of dedicated lines and agents. Save costs by reducing underutilized resources.

Overview

View resource utilization data within a specified time interval with weekly or daily statistics.

Analyze hourly call traffic per day or per week

Display hourly resource utilization statistics (average, maximum, or minimum) for each day or over a week to understand traffic distribution per hour.

View the disposition of incoming calls including answered, missed, hung up and missed messages. Add agents or additional dedicated lines if the number of missed calls or hangups is unacceptable.

Overview

View call disposition data within a specified time interval with weekly or daily statistics.

Analyze hourly call traffic per day or per week

Display hourly call disposition statistics (average, maximum, or minimum) for each day or over a week to understand traffic distribution per hour.

Caller experience analysis

Understand trends in answered, missed and hang up rates. High missed call rates indicate the need to add customer service agents.

View the time that customers stay in each call stage including IVR time, queue time, agent ring time, call time and other information. For example, an agent whose ring time has suddenly increased may need assistance or further coaching.

Overview

View call volume data within a specified time interval with weekly or daily statistics.

Analyze hourly call traffic per day or per week

Display hourly call volume statistics (average, maximum, or minimum) for each day or over a week to understand traffic distribution per hour.

View the customers who call most frequently to evaluate and make adjustments.

Additional helpful functions

Analyze subsets of data with comprehensive and intuitive filtering options.

Comprehensive filtering options

In addition to the basic date range and frequency, reports can be filtered by team, agent, ACD, etc.

Intuitive operation

Just click the icon to hide the corresponding data and graphics and click again to restore.

Custom reports

Custom report creation service available.

Create your own Dashboard

Add multiple commonly used reports to your work Dashboard for quick access to key statistics.

View the customer contact center operating status at a glance

Monitor your team and contact center in real time.

Call traffic analysis

Overview

Analyze hourly call traffic per day or per week

Overview

Analyze hourly call traffic per day or per week

Overview

Analyze hourly call traffic per day or per week

Caller experience analysis

Overview

Analyze hourly call traffic per day or per week

Additional helpful functions

Comprehensive filtering options

Intuitive operation

Custom reports

Create your own Dashboard

Data driven management

Digitally transform your business to stay competitive

View the customer contact center operating status at a glance

Monitor your team and contact center in real time.

Call traffic analysis

Overview

Analyze hourly call traffic per day or per week

Overview

Analyze hourly call traffic per day or per week

Overview

Analyze hourly call traffic per day or per week

Caller experience analysis

Overview

Analyze hourly call traffic per day or per week

Additional helpful functions

Comprehensive filtering options

Intuitive operation

Custom reports

Create your own Dashboard

Data driven management

Digitally transform your business to stay competitive

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