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Overview

The platform provides comprehensive analytics capabilities through a real-time dashboard that tracks call performance, costs, trends, and system metrics.

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Dashboard Analytics

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Real-time Metrics

The main dashboard displays key performance indicators:
  • Active Calls: Current number of ongoing calls
  • Total Calls: Overall call volume statistics
  • Today’s Calls: Current day call activity
  • Call Success Rates: Percentage of successful call completions
  • Average Call Duration: Mean length of calls across time periods
  • Total Costs: Running cost totals and expense tracking
  • Call Trends Chart: Visual representation of call volume over time
  • Trend Analysis: Historical patterns and volume changes
  • Time-series Data: Configurable time periods for analysis
  • Performance Tracking: Success rates and completion metrics over time

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Call Analytics

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Call Volume Tracking

  • Inbound/Outbound: Separate tracking for call directions
  • Call Status Distribution: Breakdown by queued, completed, failed, etc.
  • Phone Number Performance: Individual number statistics and comparisons
  • Agent Performance: Call handling metrics by agent

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Performance Metrics

  • Duration Analysis: Average, minimum, and maximum call lengths
  • Success Rate Monitoring: Call completion and connection rates
  • Error Rate Tracking: Failed call analysis and troubleshooting
  • Cost Analysis: Per-call costs and total expenditure tracking

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Cost Analytics

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Expense Tracking

  • Real-time Cost Monitoring: Live tracking of call expenses
  • Cost Per Call: Individual call cost analysis
  • Total Expenditure: Running totals and budget tracking
  • Cost Trends: Historical spending patterns and projections
  • Budget Management: Monitor expenses against targets

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Cost Distribution

  • By Phone Number: Cost analysis per phone line
  • By Agent: Expense tracking per agent configuration
  • By Call Type: Cost comparison between phone and web calls
  • By Time Period: Daily, weekly, monthly cost analysis

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Phone Number Analytics

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Individual Number Performance

Based on the platform’s phone management system:
  • Call Volume: Calls handled per phone number
  • Performance Metrics: Success rates and connection quality
  • Cost Analysis: Expenses associated with each number
  • Assignment Tracking: Agent assignments and utilization

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Comparative Analysis

  • Performance Comparison: Side-by-side number performance
  • Utilization Rates: How effectively numbers are being used
  • ROI Analysis: Return on investment for each phone line
  • Optimization Opportunities: Identify underperforming numbers

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Agent Analytics

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Agent Performance Tracking

  • Call Distribution: Calls handled by each agent
  • Performance Metrics: Success rates and quality scores
  • Response Times: Agent efficiency and speed metrics
  • Quality Scores: Integration with QA system ratings

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Agent Comparison

  • Performance Benchmarking: Compare agents against standards
  • Utilization Analysis: Agent workload and capacity
  • Quality Trends: Performance improvement or decline patterns
  • Training Opportunities: Identify areas for improvement

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Time-based Analytics

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Historical Analysis

  • Custom Date Ranges: Flexible time period selection
  • Trend Identification: Long-term patterns and changes
  • Seasonal Analysis: Recurring patterns and cycles
  • Growth Tracking: Business development metrics

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Period Comparison

  • Month-over-Month: Compare current and previous months
  • Year-over-Year: Annual performance comparison
  • Custom Periods: Flexible comparison timeframes
  • Performance Changes: Identify improvements or declines

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Export and Reporting

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Data Export

  • CSV Export: Spreadsheet-compatible data downloads
  • Report Generation: Formatted analytics reports
  • Custom Reports: Tailored analysis based on specific criteria
  • Scheduled Reports: Automated report delivery

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Integration Capabilities

  • API Access: Programmatic access to analytics data
  • Third-party Integration: Connect with external analytics tools
  • Dashboard Embedding: Include metrics in external systems
  • Real-time Data Feeds: Live data streams for monitoring

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Performance Monitoring

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System Health

  • Call Processing: Monitor system performance and capacity
  • Error Tracking: Identify and track system issues
  • Response Times: Monitor system responsiveness
  • Uptime Monitoring: Track system availability

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Alert System

  • Performance Alerts: Notification for performance issues
  • Cost Alerts: Budget and spending threshold notifications
  • Quality Alerts: Notifications for quality score changes
  • System Alerts: Technical issue notifications