Improved call quality
Real-time and historical data on call quality helps you identify and fix issues that impact call.
Better customer experience
Monitor and improve customer experience by identifying issues like long wait times, dropped calls.
Data-driven decision making
Insights into usage patterns, call volumes, and performance metrics help you make data-driven decisions.
Increased productivity
Identify areas where your team can work more efficiently, such as call routing, call handling times, and response rates.
Take your VoIP system to the next level with our performance reports!
Average Talking Time
Provides insights into how long callers and agents spend on calls, on average. Average talking time reports can help you identify areas where callers may be spending too much time on hold or where agents may need additional training to more efficiently handle calls.
Call Distribution
Provides an overview of call volumes and how they are distributed across different departments, agents, and locations. Call distribution reports can help you optimize call routing workflows to improve efficiency and customer satisfaction, as well as identify areas where additional resources may be needed to handle high call volumes.
User Activity Reports
Provides insights into user activity, such as the number of calls made, received, and missed, as well as call duration and wait times. User activity reports can help you identify trends and patterns, such as peak call times, and optimize call handling workflows for better efficiency.
Queue Callbacks Report
Insight into the number of callers who opt for a callback instead of waiting on hold. Queue callback reports can help you optimize your call routing workflows to provide a better customer experience, reduce wait times, and increase customer satisfaction.
Queue Answered Calls by Wait Time
How long callers are waiting in a queue before their calls are answered, and how many calls are answered within certain wait time thresholds. This report can help you identify areas where callers may be waiting too long, and optimize your call routing workflows for better efficiency.
Team Queue Calls
Data on the number of calls received by each team or department, as well as the number of calls answered, abandoned, and transferred. Team queue call reports can help you optimize your call routing workflows, balance call volumes across teams, and improve overall call centre performance.
Extension Statistics Reports
Provides detailed information about extension usage, such as the number of calls made, received, and missed, as well as call duration and average talk time per extension. Extension statistics reports can help you identify areas where specific extensions may need additional training or support, or where you may need to adjust call routing workflows.
All the Features that you need
Live reports
We offer live reporting as a powerful analytics feature to help you monitor your communication performance in real-time. With live reports, you can keep track of key metrics and make data-driven decisions to improve your communication effectiveness.
Performance reports
With performance reports, you can gain valuable insights and take action to optimize your communication processes for maximum impact.
Analytics Wallboard
A powerful tool that provides real-time insights into performance. It helps you monitor key performance indicators (KPIs) and make informed decisions to improve efficiency and customer satisfaction.
INTEGRATIONS
Work with your teams, wherever they are
Incorporate 3CTEL’s phone features seamlessly into your preferred business applications, such as Google, Microsoft, and Salesforce, and tailor integrated applications to fit your company’s specific requirements.
Connect From Any Device
Our Applications Let you connect from any device & connects you to the world
Get the mobile/tablet app
Get the desktop app
Get the Web client
Always Steady & Connected
How can analytics help my business?
VoIP analytics can provide valuable insights into the performance of your VoIP network, including call quality, call volume, and call duration. By analysing this data, you can identify areas for improvement to ensure that your VoIP communications are reliable, efficient, and effective.
What types of data can be analysed with analytics?
You can analyse a wide range of data, including call quality, call volume, call duration, call completion rates, call routing, and more.
Can VoIP analytics help with cost optimization?
Yes, VoIP analytics can help with cost optimization by identifying areas where you can reduce costs without sacrificing performance. For example, by analysing call volume data, you can identify peak usage times and adjust your team capacity accordingly to avoid over-provisioning.