Call volume by hour and day
Where the peaks actually are, rather than where everyone assumes they are.
Intelligence
Understand your calls.
See when you are busy, what you are missing and how long people wait, in plain language rather than raw call logs.
Call logs tell you what happened. Reports tell you what to do.
Every phone system records calls in and calls out. That is not the hard part. The hard part is turning thousands of rows into three or four sentences that change a decision: put someone else on the phones at eleven, stop losing the Monday morning rush, prove to a client that you answer inside the time you promised.
That is what these reports are for. They are written to be read by whoever runs the place, not only by whoever runs the network.
What you see
One screen for the shape of your week: when calls come in, how many were answered, how long people waited, and what is getting missed.
What gets measured
All of it available by day, by week, or by whatever period you need to report on.
Missed and abandoned calls
How many gave up, when they gave up, and how long they had waited first.
Queue wait times
Average and longest waits, and how many were answered inside your target.
Agent and team activity
Calls handled, talk time and availability, per person or per team.
Service levels
The percentage answered within the time you have committed to.
Exportable reports
Scheduled by email or downloaded as a spreadsheet for your own analysis.
What people actually use it for
Three questions that come up in nearly every review meeting.
"Do we have enough people on the phones?"
Staffing usually matches the working day rather than the calling day. Once you can see the real peaks, you can put people where the calls are instead of spreading them evenly and missing both.
"How much business are we missing?"
Abandoned calls are the ones nobody hears about. Seeing how many there are, and at what times, usually turns a vague worry into a specific, fixable half-hour.
"Can we prove we answered?"
If you have promised a response time to a client, a funder or a regulator, the reports show what you delivered, with the numbers to back it.
Want to see what your call data would show?
We can walk you through the reports using your own system rather than a demo.