Monitoring call analytics is an important part of the job for a call center supervisor. The data found there will help you to make fact-based decisions about staffing, training your call agents, and improving your callers’ experience.
Where can you find these analytics, and what type of call metrics do they track? We’ve compiled the answers to those questions below.
You’ll find a wide variety of calling stats and figures in queue dashboards. Here are a handful of key metrics and what they mean for your business:
This stat is the number of calls that are currently waiting in the queue to be answered by your call agents.
This stat displays the call, currently on hold in the queue, that has been waiting the longest. A running timer lets you know how long the call has been on hold.
This shows the number of callers that are currently in conversations with call agents.
This stat tells you the number of callers who ended their calls (i.e., hung up the phone) while they were waiting on hold and before agents had a chance to answer.
After a supervisor selects a specific time period, this figure shows you the average amount of time a call was on hold before an agent answered it.
After a supervisor selects a specific time period, this number is the max amount of time a call was on hold before an agent answered it.
After a supervisor selects a specific time period, this piece of data tells you the time of day (usually in hour increments) when the greatest number of calls to the queue was received.
After a supervisor selects a specific time period, this stat tells you the time of day (usually in hour increments) when the greatest number of callers in the queue hung up their calls before agents had a chance to answer.
After a supervisor selects a specific time period, this shows the average length of time that it took for agents to complete calls with callers.
After a supervisor selects a specific time period, this number is the average amount of time that callers were waiting on hold before they hung up their calls.
After a supervisor selects a specific time period, this stat is the total number of calls that went to your queue’s failover destination (a voice mailbox, a supervisor’s phone, an attendant menu, etc.) instead of being answered by agents.
There are many types of business calling analytics that a call center (and any company, for that matter) can track. Typically, they’re neatly compiled in a web browser-based or desktop application dashboard, with call metrics and stats that update in real-time.
These dashboards are connected to ACD queues, an inbound calling feature that funnels callers to reps and holds callers in line if all reps are busy on calls. The call center metrics dashboard displays how callers are interacting with the queue as well as how agents are handling calls.
In addition to seeing real-time queue data, supervisors can also download reports for user-selected dates. These reports assemble KPIs for the selected time period and help supervisors discover and track call patterns. Reports are typically made available as CSV or XLS files.
OnSIP’s Enhanced Queue Dashboard is found within the OnSIP app. A call center supervisor can log into the web browser or desktop application version of our app to view the dashboard and keep tabs on their queues throughout the day. In addition to the real-time overview and historical reports sections of the dashboard, supervisors can also use call monitoring features like monitor, whisper, and barge to aid agents on calls and provide a second level of support for callers.
How can you use call center analytics like the ones mentioned above to benefit your business? Discover the answers in these other blogs: