Call analytics and reporting that sharpen your strategy
Call analytics and reporting turn every inbound and outbound call into measurable insight, so you can see how your teams handle demand and where to improve. Use IT Telecoms provides call analytics on cloud voice platforms including 8x8 and Evonex, with live dashboards and wallboards, call volume trends, wait and abandon rates, and agent and team performance in one place. Historical reporting and scheduled reports give you a factual, data-driven basis for staffing, service levels and customer experience decisions.
Live dashboards and wallboards
See calls waiting, agents available and service levels in real time on wallboards and desktop dashboards, so supervisors can act the moment queues build.
Call volume insight
Track call volumes by hour, day, queue and number to spot busy periods, plan staffing and understand what is really driving demand.
Wait and abandon rates
Measure average wait time, longest wait and abandoned calls so you can protect service levels and stop losing customers in the queue.
Agent and team performance
Compare talk time, calls handled, availability and outcomes across agents and teams to coach fairly and reward strong performers.
Historical trends and scheduled reports
Review historical trends over weeks and months, and schedule reports to arrive by email automatically so the right people always have the numbers.
Data-driven decisions
Replace guesswork with evidence. Use consistent metrics to set service targets, justify headcount and measure the impact of every change.
From raw call data to decisions you can defend
Most businesses collect call data but never use it. Use IT Telecoms turns that data into clear, consistent reporting on the cloud voice platforms you already run, including 8x8 and Evonex. Instead of scattered spreadsheets, you get one source of truth for call volumes, wait times, abandon rates and agent activity that everyone can trust.
That clarity changes how you manage. When you can see exactly when calls peak, how long customers wait and which teams carry the load, staffing, routing and training decisions stop being guesswork. We help you choose the metrics that matter and present them in dashboards and reports your managers will actually read.
- Real-time wallboards for contact centres and busy teams
- Call volume, wait time and abandon rate reporting
- Agent, team and queue level breakdowns
- Scheduled reports delivered automatically by email
Reporting for hybrid teams and multiple sites
Your people are rarely all in one building. Because analytics live in the cloud, you get the same accurate view whether agents are in the office, at home or spread across several sites. Supervisors can monitor live activity and pull reports from anywhere with a browser, with no on-site hardware to maintain.
The result is consistent management wherever your team sits. Standardised metrics and shared dashboards mean a home worker and an office worker are measured the same way, and multi-site operations can compare performance side by side and balance workload in real time.
- Cloud dashboards accessible from any location
- Consistent metrics across office, home and hybrid staff
- Multi-site and multi-queue comparison
- Role-based access so managers see the right data
Frequently asked questions
What is call analytics and reporting?
Call analytics and reporting collect data from your inbound and outbound calls and present it as dashboards and reports. It covers call volumes, wait and abandon rates, agent and team performance and historical trends, giving you an evidence-based view of how your communications perform so you can make data-driven decisions.
What metrics can I see on a live wallboard?
A live wallboard typically shows calls waiting, longest current wait, agents available or on calls, calls answered and abandoned, and service level against target. The data updates in real time so supervisors can react immediately when queues build or staffing dips.
Can I schedule reports to be emailed automatically?
Yes. You can schedule daily, weekly or monthly reports to be generated and emailed automatically to managers and stakeholders. This means the right people always receive current call volume, wait time and performance figures without anyone having to run reports manually.
How much does call analytics and reporting cost?
Cost depends on your platform, the number of users and the depth of reporting you need, so we quote per requirement rather than list a fixed price. Analytics are usually included or offered as an add-on with 8x8 and Evonex cloud voice. Contact Use IT Telecoms on 01254 919133 for a tailored quote.
How long does it take to set up call reporting?
On existing cloud voice, dashboards and standard reports can usually be configured within days, not months. Timescales depend on how many custom reports, queues and wallboards you need, and your account manager will confirm a plan before any work begins.
Does call analytics work for remote and hybrid teams?
Yes. Because the analytics are cloud based, you get the same accurate reporting whether staff work in the office, from home or across several sites. Supervisors can view live activity and pull reports from any location using a web browser.
Is call analytics data handled in line with GDPR?
Yes. Call analytics on 8x8 and Evonex are delivered with access controls and secure storage, and Use IT Telecoms helps you configure retention and permissions in line with UK GDPR. As an Ofcom registered provider, we support your compliance obligations around call data.
Can call analytics integrate with our CRM?
In most cases yes. Cloud voice platforms such as 8x8 and Evonex integrate with common CRM systems, so call activity and outcomes can be logged against customer records and combined with your business reporting for a fuller picture.
More cloud voice features
Turn your call data into better decisions
Speak to a Lancashire-based specialist about live wallboards, performance reporting and scheduled reports for your teams. Call 01254 919133 or email info@useit-telecoms.co.uk.