VoIP Resources VoIP Fundamentals Introduction to Business VoIP

Call Center Analytics You Need to Know About for Your Business

by Joe DeBari

Learn about important call stats and other call center analytics that will help your business provide a better experience for callers.

Monitoring call analytics is an important part of the job for a call center supervisor. The data found there will help you to make fact-based decisions about staffing, training your call agents, and improving your callers’ experience.

Where can you find these analytics, and what type of call metrics do they track? We’ve compiled the answers to those questions below.

Call Center Metrics Dashboard

There are many types of business calling analytics that a call center (and any company, for that matter) can track. Typically, they’re neatly compiled in a web browser-based or desktop application dashboard, with call metrics and stats that update in real-time.

These dashboards are connected to ACD queues, an inbound calling feature that funnels callers to reps and holds callers in line if all reps are busy on calls. The call center metrics dashboard displays how callers are interacting with the queue as well as how agents are handling calls.

In addition to seeing real-time queue data, supervisors can also download reports for user-selected dates. These reports assemble KPIs for the selected time period and help supervisors discover and track call patterns. Reports are typically made available as CSV or XLS files.

Screenshot of the call queue dashboard in the OnSIP app.
Supervisors will know exactly where callers are in a call queue when using OnSIP's queue dashboard.

OnSIP’s Enhanced Queue Dashboard is found within the OnSIP app. A call center supervisor can log into the web browser or desktop application version of our app to view the dashboard and keep tabs on their queues throughout the day. In addition to the real-time overview and historical reports sections of the dashboard, supervisors can also use call monitoring features like monitor, whisper, and barge to aid agents on calls and provide a second level of support for callers.

Common Call Center Analytics

You’ll find a wide variety of calling stats and figures in queue dashboards. Here are a handful of key metrics and what they mean for your business:

Number of Callers Waiting in the Queue

This stat is the number of calls that are currently waiting in the queue to be answered by your call agents.

Call With the Maximum Wait Time

This stat displays the call, currently on hold in the queue, that has been waiting the longest. A running timer lets you know how long the call has been on hold.

Number of Calls That Are Currently Being Answered by Agents

This shows the number of callers that are currently in conversations with call agents.

Number of Calls That Were Abandoned

This stat tells you the number of callers who ended their calls (i.e., hung up the phone) while they were waiting on hold and before agents had a chance to answer.

Screenshot of call center analytics in OnSIP's queue dashboard.
Uncover key call stats by running reports on specific months in OnSIP's queue dashboard.
Average Wait Time

After a supervisor selects a specific time period, this figure shows you the average amount of time a call was on hold before an agent answered it.

Maximum Wait Time

After a supervisor selects a specific time period, this number is the max amount of time a call was on hold before an agent answered it.

Busiest Time of Day

After a supervisor selects a specific time period, this piece of data tells you the time of day (usually in hour increments) when the greatest number of calls to the queue was received.

Most Abandoned Time of Day

After a supervisor selects a specific time period, this stat tells you the time of day (usually in hour increments) when the greatest number of callers in the queue hung up their calls before agents had a chance to answer.

Average Call Time With Agent

After a supervisor selects a specific time period, this shows the average length of time that it took for agents to complete calls with callers.

Average Abandoned Wait Time

After a supervisor selects a specific time period, this number is the average amount of time that callers were waiting on hold before they hung up their calls.

Calls to Failover

After a supervisor selects a specific time period, this stat is the total number of calls that went to your queue’s failover destination (a voice mailbox, a supervisor’s phone, an attendant menu, etc.) instead of being answered by agents.

Further Reading: Related Blog Posts

How can you use call center analytics like the ones mentioned above to benefit your business? Discover the answers in these other blogs:

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