Call center software with statistics

Track the performance of your call center. CloudTalk is a truly data-based system. Complex statistics on calls, agents and call queues all in one place. Make smart decisions based on relevant data.

Historical metrics provided by our call center software can help you optimize your contact center and active call center activities. Statistics allow you to identify gaps in team efficiency and reduce costs. You can also leverage statistical data to:

  • identify optimal times to reach out to clients
  • identify busy periods of high call volume
  • identify average speed to answer time and wait time
  • configure maximum call duration
  • etc.

This allows you to optimize agent productivity and ensure sufficient staff coverage.

Comprehensive metrics available directly in CloudTalk

Our call center software displays real-time call center metrics and historical metrics since the day your CloudTalk account was opened. This can help your call center managers to increase the quality of services. In call centers, the term quality of service does not just mean how satisfied the customer was with the agent's advice but also how quickly the call was answered.

Call center software provides clear and comprehensive statistics so that all necessary data are always at your disposal:

Call statistics filtered by a date range of your preference display:

CloudTalk - View the average call length graph that you have with call center software

  • total number of inbound and outbound calls combined
  • total number of inbound calls
    total number of outbound calls
  • total number of unanswered calls
  • number of voicemails
  • service level (number of attended inbound calls compared to a designated threshold)
  • average call duration
  • average speed to answer and wait time
  • call history overview - customer's name and phone number, agent and call duration

Agent statistics filtered by a date range of your preference include:

  • total number of inbound and outbound calls
  • total number of inbound calls
    total number of outbound calls
  • average call duration
  • total call duration

Real-time dashboard

Our real-time dashboard shows you real-time statistics. Tracking real-time call center status allows you to make immediate informed decisions to increase your call center efficiency and improve customer satisfaction (e.g. transferring agents from a less busy call queue to a more busy one).

  • number of callers waiting to be connected with a live agent
  • average wait time
  • maximum wait time
  • average abandoned call rate
  • active calls
  • call queue statistics (each of the above-mentioned metrics displayed by call queue)
  • agent status (agent's name, call queue, current call duration, time of the last call, total number of calls)

All statistics can be filtered by:

  • agent
  • client's phone number
  • selected timeframe

Export your call center metrics

If you want to analyze your results in other systems, no problem. CloudTalk allows you to quickly export historical statistics into an xlsx file. With data analysis in hand, you can create measures and workflows to help you improve results and customer satisfaction and increase your business potential.

Knowing and using metrics is essential for continuous improvement of the quality of your service and overall team productivity.

Do you want to learn more about the Call statistics feature?

Please fill in our free trial form bellow and try CloudTalk today. Do you need a help from our experts? Call us at +1 888-487-1675 or write us an email at [email protected].

Improve your call center with CloudTalk

Try CloudTalk for free. Fill in the form and start improving your customer interactions with intuitive and simple cloud call center solution.

Improve your call center with CloudTalk