Modern call center software providers will offer an integrated analytics tool in their service package. The scope of the analytics available depends on the provider and your chosen subscription plan.
At Aircall, we distill your call data into beautifully presented, easily understandable, and actionable analytics.
Aircall’s integrated analytics tool pulls together all the aggregated details of your team’s calls to generate visual and interactive graphs that highlight fundamental call center KPIs and call trends. These call tracking metrics include:
- Call volume
- Call duration
- Call handling time
- Missed call rate
- Agent response time
- Caller wait time
- Percentage of callers leaving a voicemail
- Indications about most queried subjects (thanks to conversation tags)
These call metrics are available on the Advanced Analytics level, included in Aircall’s Professional Plan. Beyond this, the Analytics+ feature includes even more granular analyses for companies that need to really deep dive into their call data. Analytics+ offers access to stats such as percentage of missed inbound calls not called back, time data, percentage of calls answered within the SLA, average time the caller spent in the IVR, call transfer rate, etc. Click here to read more about the different layers of data analytics accessible by each subscription plan at Aircall.
With Aircall, the performance of your entire call center is managed through a single, intuitive interface, and custom filters are available so that you can home in on what’s important to you. Filter by teams, individuals, call tags left by your agents, date range, and more.
A step further in call center analytics is live data reporting. Aircall enables live feed monitoring to track trends in real time, as well as offer the possibility to export and download stats of interest.