Call Analytics
Gain deep insights into call performance and customer interactions
Monitor key metrics, understand trends, and optimize your voice operations with comprehensive call analytics. Track call volumes, durations, agent performance, sentiment, system health, and more.
Key Highlights
Discover what makes this feature stand out
Volume & Timing Analysis
Track daily/hourly call counts, peak times, call duration trends, and distribution to understand traffic patterns.
Agent Performance Metrics
Monitor calls per agent, handling efficiency, pickup/answer rates, hold times, and escalation rates to optimize workforce performance.
Call Outcome & Quality Insights
Analyze call success rates, failure/disconnection reasons, and user sentiment trends (positive/neutral/negative) for quality assurance.
System Health Monitoring
Keep track of critical system performance indicators like latency trends and API response times.
Benefits
See how this feature can transform your business
Optimize staffing based on peak hours and call volume
Improve agent training and call handling efficiency
Enhance customer experience by tracking sentiment and hold times
Increase call success rates by identifying failure points
Ensure platform stability through system performance monitoring
Make data-driven decisions for operational improvements
Use Cases
Explore how this feature can be applied in different scenarios
Performance Optimization
Identify areas for improvement in call handling, agent training, and system configuration.
Quality Assurance
Monitor call outcomes, sentiment, and agent efficiency for quality control.
Resource Planning
Use call volume and peak hour data for effective staff scheduling and resource allocation.
System Monitoring
Track latency, response times, and failure rates to ensure platform stability.
How It Works
Get started with this feature in a few simple steps
Access Dashboard
Navigate to the dedicated analytics dashboard within the VoiceInfra platform.
Select Metrics & Filters
Choose the specific metrics, date ranges, agents, or call types you want to analyze.
Visualize Data
View trends and distributions through interactive charts and graphs.
Analyze Insights
Interpret the data to identify patterns, measure performance against goals, and pinpoint areas for action.
Export Reports
Generate and export customized reports for offline analysis or sharing with stakeholders.
Frequently Asked Questions
Find answers to common questions about this feature
Sentiment analysis is performed by processing call transcriptions through natural language processing models to identify positive, negative, or neutral language cues and overall tone.
The platform typically allows extensive filtering and data export (e.g., CSV). Specific custom report builders or dashboard customization options may vary.
Data refresh rates can vary. Call detail records might appear quickly, while aggregated metrics or sentiment scores may update hourly or daily. Refer to documentation for specifics.
Analytics often categorize failures (e.g., busy, no answer, network error, system error) and disconnection reasons (e.g., user hang-up, agent hang-up, transfer) to aid troubleshooting.
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Schedule a demo to see how our solutions work for your industry.