Call centre metrics and advanced statistics to track your performance
Call centre metrics deliver essential information on your teams’ activity and performance in clear, easy-to-use tables for your call centre reporting. Leverage call centre statistics to improve customer satisfaction and your bottom line.
Monitor every last detail of your activity
Manage your telephone activity in detail
Wait time, average call length, pick-up rate, service quality level, missed calls processing, etc.
This access to relevant indicators enables you to assess your team’s performance efficiently. You’ll easily exclude calls that aren’t useful or that interfere with the analysis (internal calls, calls outside of business hours, etc.).
You can also monitor time spent on other tasks
Clearly identify what your employees are doing when they’re not on calls through real-time insights into agent unavailability and the reasons as to why they’re not available.
View the essential information on your SMS
Access relevant data on all your SMS messages, including total volume sent, average response time, number of unread SMS messages, etc.
Take control over your teams’ performances
Analyse your activity through precise filters
Filter your statistics based on call type, by user, by group, or even by number.
Easily monitor the essential KPIs of your salespeople or analyse the performance of your customer support (how long your callers spend in the queue, how many calls take too long to be answered, and more).
Anticipate resource requirements in the blink of an eye
View your hourly activity and service level over the week, presented in a clear, easy-to-interpret heat map. Easily identify any spikes in activity by displaying data in the form of bar charts and curve graphs. Analyse and anticipate your resource requirements to make sure you maintain your service quality.
Create your own reports
Export or use the Ringover API to gather your data and process it in your internal tools.
