Analytics & Insights
Comprehensive performance metrics and business intelligence
+12.5%
12,847
Total Calls
+2.1%
94.2%
Answer Rate
-8.3%
4:32
Avg Duration
+0.3
4.7/5
Customer Satisfaction
+18.2%
$247K
Revenue Impact
+4.6%
87.1%
First Call Resolution
Call Volume Trends
0:00
1:00
2:00
3:00
4:00
5:00
6:00
7:00
8:00
9:00
10:00
11:00
Total Calls
Answered
Performance Breakdown
Answered Calls94.2%
Missed Calls5.8%
Avg Response Time12.3s
Queue Wait Time2.1m
Call Sentiment Analysis
67%
Positive
28%
Neutral
5%
Negative
Department Performance
| Department | Calls | Answer Rate | Avg Duration | Satisfaction | Status |
|---|---|---|---|---|---|
Sales | 3,847 | 96.2% | 5:42 | ★4.8 | ↗Rising |
Support | 2,934 | 94.1% | 4:18 | ★4.6 | ↗Rising |
Technical | 1,823 | 91.5% | 6:34 | ★4.4 | ↘Declining |
Billing | 1,456 | 97.8% | 3:22 | ★4.9 | ↗Rising |
General | 2,787 | 89.3% | 4:05 | ★4.2 | →Stable |
Live Call Activity
+1 (555) 123-4567
Sarah Chen
+1 (555) 987-6543
Mike Johnson
+1 (555) 456-7890
Queue
+1 (555) 111-2222
Emma Davis
Top Performing Agents
SC
Sarah Chen
47 calls • ★4.9
94%
Efficiency
MJ
Mike Johnson
41 calls • ★4.7
91%
Efficiency
ED
Emma Davis
38 calls • ★4.8
89%
Efficiency
AR
Alex Rodriguez
35 calls • ★4.6
87%
Efficiency