Call Analytics provides details ranging from near-time metrics for individual phone numbers to account-wide historical trends and aggregates to assist in marketing campaign performance, call handling reports, and identifying emerging trends.
These insights enable you to have an end-to-end knowledge of call trends, no matter how the call is made or received and help with marketing campaigns and staff performance insights.
Understand how total calls, unique callers, regions, and device type impact call trends. Segment marketing campaigns and call completion statistics to quickly appreciate your performance.
Get data most conveniently for your team. Visualise quality metrics in the Call Analytics dashboard or integrate Voice Insights into your own dashboards using Segment or Pickle’s REST API.
Slice and dice data the way you want. Look through a summary of calls and segment by campaign, area code, customer types, or dive into the details of a single call.
Use call completion metrics and “who hung up” metrics to troubleshoot lost call issues and improve analytics about agent performance in a contact centre.
Put yourself in the caller’s shoes. Call setup events and performance metrics are broken out by each call participant, providing a complete picture of the caller’s experience.
Historical data is a valuable asset for long-term planning. New product release on the horizon? Examine data from the last two years release to help prepare.
Advanced analytics not only help you identify bottlenecks and other call handling issues but understand your callers from marketing campaigns and see what’s working.
Make our dashboards yours and provide them to your teams or clients. They’ll be able to follow their lead’s journey from the marketing initiative that sparked their interest and through to the phone call and beyond.
Lots of metrics for your call activity. Reports include time and date, caller ID, number dialed, duration, call type, and more. You can view all calls or narrow your search to only include specific information.