Voice Analytics Reporting
data into action.
Establish benchmarks and stay ahead of your business performance with integrated voice analytics and call reporting. Data-backed insight is the only way to be sure that you’re moving towards success.
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Business Intelligence Reports
Empower Better Performance and Growth With Detailed Call Analytics
Understand how your team is performing.
Critical key performance indicators
Get to the bottom of your most important call metrics, including total calls, average talk time and call outcomes, by team or agent.
Maintain service level agreements
Set goals and monitor your team’s progress according to your service level and custom benchmarks.
Analytics at a glance
See both historical and real-time reports, providing you the data needed to reallocate resources where necessary - in an instant.
Get greater visibility into your network voice quality.
Measure call quality
Proactively track packet loss, jitter and MOS activity through filter options that help you make the most of your business objectives.
Discover and address
Identify audio trends, drill down into end-to-end infrastructure performance and send quality of support (QoS) requests with one click.
Put your data to use
Use your call quality metrics to drive valuable decision-making solutions that fuel growth.
Keep an eye and ear on the conversation.
Never miss a word
Record, playback and review your team’s business calls to ensure accurate and consistent service under fully-compliant regulations.
Get the full picture
Measure the quality of the conversation, call duration, call status and more to see the full picture of your team’s performance.
Improve service quality
Use the recordings to provide training and address communication gaps when engaging with customers.
Keep your team and leadership on the same page.
Schedule and share insights within your organization to improve collaboration and optimization.
Make data-backed decisions
Increase agent productivity, improve transparency and make recommendations based on comprehensive analytics.
Share actionable insights
Easily automate and send custom reports from your voice analytics dashboard, any time.
Guide Your Team With Targeted Support
Simplified Agent Coaching
Live Monitoring & Coaching
Instill confidence into your agents when they need assistance. Listen in, join the conversation and provide coaching on the spot with call monitoring software that puts the conversation back on track and builds long-term success.
Set Goals & Benchmark
Set Goals & Benchmark Success
Monitoring service level enables you to improve your business’s customer satisfaction targets and hold your teams accountable. Set goals and benchmark your KPIs against your service level agreement (SLA) to ensure expectations are consistently met.