Call analytics: the metrics that matter
What call analytics shows
Call analytics turn the phone system's logs into numbers you can act on. The basics are call volume, answered and missed calls, how long callers wait, how long calls last and how each call ended.
Metrics worth knowing
- Service level and average speed of answer (ASA). How quickly calls are picked up. See service level vs ASA.
- Abandon rate. The share of callers who hang up before reaching anyone.
- Average handle time (AHT). Talk plus hold plus wrap-up time, the main input to staffing. See AHT explained.
- Occupancy and utilisation. How much of agents' time is spent on calls.
- Outcomes. For sales teams, dispositions and conversion by list, rep or number.
Real-time and historical
Real-time views show the queue as it is now, so a supervisor can move people before service level slips. Historical reports show trends by day, hour, agent, queue and number, and feed your staffing plan.
Going further
Some products add AI call scoring, sentiment, keyword tracking and call summaries, often as a paid add-on. They can save managers time, but start with the basics, and check how long the history is kept and whether you can export it.
What to look for
- Reports by agent, queue and number.
- Scheduled exports or an API if you use a BI tool.
- History length. Some plans keep call logs for a month, others for longer.
- Dashboards your supervisors will actually open.
Turn the numbers into a staffing plan with the Erlang C calculator and the shrinkage calculator.
Which apps list call analytics and reporting
From each provider's own pricing page. “Check” means the page doesn't say, or we haven't verified that app yet.
| App | Status | What the provider says |
|---|---|---|
| CallHippo | Some plans | Basic reports on Starter; reports and analytics from Professional. |
| CloudTalk | Included | Analytics and dashboards on every plan. |
| JustCall | Included | Team performance analytics on Team; advanced analytics and reporting from Pro. |
| KrispCall | Check | Not verified yet. |
| PhoneBurner | Included | Call tracking, dial session reports and custom reports on every plan. |
| Quo | Some plans | Business and Scale. |
| Readymode | Included | Listed as Reporting & Insights. |
FAQ
Which call center metrics matter most?
Service level and average speed of answer show the caller's experience, and abandon rate shows lost callers. Average handle time and occupancy drive staffing, and outcome or conversion rates show whether calls achieve their goal. Pick a few and track them consistently.
What is the difference between real-time and historical reports?
Real-time views (wallboards) show what is happening now, such as callers waiting, so a supervisor can react. Historical reports summarise past periods for staffing, coaching and trends.