Call Centre Analytics Software & Dashboard Track your team’s activity in real time
With Team Activity Analytics, turn connection and productivity data into insights that support efficiency, balance, and employee well-being.
Clear view of daily activity
Understand how your team works and uncover ways to improve results.
Decisions powered by real data
Identify trends and act on evidence, not assumptions.
Sustainable, balanced performance
Share workload evenly and maintain a steady, healthy rhythm.
See your team’s true work rhythm
Access key metrics from your dashboard: average connection time, active time, and task distribution.
Instantly understand workload and team performance levels.
Spot anomalies before they impact
The interactive timeline and irregular activity detection reveal peaks, pauses, and unusual hours.
Anticipate overloads and rebalance resources in real time.
Foster balanced, sustainable performance
Use filters by period, user, or team to share a unified view.
Managers can align decisions that support both productivity and wellbeing.
Call Centre Analytics Software FAQ
- What are the benefits for sales and support teams when it comes to call centre analytics dashboard?
- What does “call centre analytics” mean?
- What are the main KPIs used in a call centre?
- "Why is call centre analytics software essential in a call centre?
- What are the best solutions for a call centre analytics software?
- WWhat methods can be used to effectively analyze team calls?
What are the benefits for sales and support teams when it comes to call centre analytics dashboard?
Call analysis and team performance metrics offer multiple advantages:
- Simplified tracking of individual and collective performance
- Productivity gains: managers can adjust workloads based on call volumes and activity peaks
- Better planning: trend analysis helps forecast staffing needs and adjust schedules
- Faster anomaly detection
Every customer interaction becomes a valuable source of insight that fuels both service performance and the quality of the overall customer experience.
What does “call centre analytics” mean?
Call centre analytics refers to the process of collecting, measuring, and interpreting all data generated through interactions between customers and teams–calls, chat conversations, tickets, and more. It enables organisations to assess operational performance and improve the customer experience.
The goal is to identify trends, uncover improvement opportunities, highlight best practices, and optimise overall productivity across the service.
What are the main KPIs used in a call centre?
Call centre KPIs are metrics used to measure service efficiency, customer experience quality, and commercial impact. The most common include:
- AHT (Average Handle Time): the average time spent handling a call
- Abandon Rate: the percentage of callers who hang up before reaching an agent
- FCR (First Call Resolution): the percentage of issues resolved on the first contact
- ASA (Average Speed of Answer): the average wait time before a call is answered
- Talk Time: the average duration of conversations
- Transfer Rate: the percentage of calls transferred to another agent or department
- NPS / CSAT: customer satisfaction scores after an interaction
Combining these indicators helps identify strengths, friction points, and operational adjustments needed to boost productivity and customer satisfaction.
"Why is call centre analytics software essential in a call centre?
A call centre analytics dashboard plays a crucial role in optimising call center performance: it helps identify areas for improvement, streamline processes, and reduce resolution times.
It enables strategic decisions to be based on concrete data instead of assumptions, while giving agents better visibility into their own performance.
What are the best solutions for a call centre analytics software?
With Ringover, you benefit from a full suite of tools designed to analyze your activity:
- Customisable dashboards: track call volumes, agent availability, and workloads in real time
- Exportable automated reports: visualise trends, abandon rates, transfers, and busy periods
- Real-time activity monitoring: know who’s online, on break, or unavailable to optimise resource allocation
- Complete KPI history: compare periods and track performance improvements over time
These tools offer far more than simple data reading–they allow you to take immediate action to optimise call centre management, boost productivity, and enhance service quality.
WWhat methods can be used to effectively analyze team calls?
The most effective techniques are based on the call centre analytics software offered by Ringover:
- Analysis of key metrics: call duration, transfers, response times, idle time
- Comparisons across agents and time periods: identify best practices and anticipate bottlenecks
- Real-time monitoring of availability and workload: ensure balanced distribution of tasks and maintain service quality
- Custom reports: view data by team, channel, or time period
- Historical analysis: track long-term performance evolution and adjust goals accordingly
These techniques help establish a culture of continuous improvement while strengthening teamwork and the quality of customer interactions.