Comprehensive inbound call reporting covering volume, peak times, average handle time, first-call resolution, and agent distribution. Understand your inbound demand and staff accordingly.
Inbound call reporting gives you complete visibility into your inbound operation. From total call volume to individual agent handle times, every interaction is captured and available for analysis — in real time and historically.
Track total inbound calls by hour, day, week, and month. See volume trends across DDI numbers, campaigns, and agent groups. Understand demand patterns and plan capacity accordingly.
Benefit: Staff to actual demand — no more overstaffing quiet periods or understaffing busy ones.
Automatically identifies your busiest hours and days. Heat-mapped views show exactly when call volume spikes, so you can align your staffing schedule to when customers are most likely to call.
Benefit: Match staffing to demand peaks — better service levels without increasing headcount.
Track average handle time (AHT) across campaigns and agents — including talk time, hold time, and wrap time. Identify which call types take longest and which agents handle them most efficiently.
Benefit: Optimise handle times without sacrificing quality — better throughput, better experience.
Track the percentage of inbound calls resolved on the first contact. FCR is one of the strongest predictors of customer satisfaction — and our reporting makes it measurable and visible.
Benefit: Improve customer satisfaction by measuring and improving first-call resolution rates.
Every inbound call is logged automatically from the moment it enters the system. Call data flows into dashboards and reports without any manual input from agents or supervisors.
Volume. Handle time. Resolution. Complete.
Inbound call reporting transforms raw call data into operational intelligence. Instead of wondering why Tuesdays feel busier than Fridays, you'll have the data to prove it — and the insight to schedule accordingly.
First-call resolution tracking helps you improve customer satisfaction by measuring how often issues are resolved without callbacks. Handle time analysis ensures your agents are thorough without being inefficient. And volume trend data means you can forecast demand weeks ahead.
For operations with SLA commitments to clients, inbound call reporting provides the documented evidence that you're delivering on your promises — backed by data, not anecdotes.
Data-driven decisions. Better service. Proven results.