Analytics & Reporting
Understand what's happening in your communication operation
EaseDial Analytics gives supervisors and operations managers real-time and historical visibility into call volume, queue performance, agent activity, and campaign results — without exporting data to a separate reporting tool.
Capabilities
Analytics across your entire operation
Real-Time Dashboard
Live view of all agents, queues, and active calls. Agent state, call duration, queue depth, and wait time update continuously without refreshing.
Historical Call Reports
Call volume, answer rate, average handle time, and first-call resolution over any date range. Filter by agent, queue, campaign, or number.
Queue Analytics
Average wait time, abandonment rate, and service level per queue. Identify where inbound volume is concentrating and whether staffing is keeping up.
Agent Performance
Per-agent metrics — calls handled, talk time, wrap-up time, and handle time — visible at individual and team level. Supports coaching and scheduling decisions.
Campaign Analytics
Outbound campaign reporting — connect rate, talk time, dispositions, and leads remaining. Track campaign progress without navigating to a separate system.
AI Conversation Insights
Sentiment trends, common topics, and interaction patterns from transcription data across all calls — integrated into the analytics view.
Real-Time
Real-time monitoring for supervisors
The real-time dashboard shows every agent's current state, active call duration, and queue depth — updating continuously. Supervisors see which agents are on calls, which are available, and which queues are backing up, without refreshing the page or running a report.
From the same view, supervisors can use listen, whisper, and barge controls to join a live call — combining monitoring and intervention in one workspace.
Historical
Historical reporting for operations
Historical call reports answer the operational questions that matter: How many calls did we handle? What was the answer rate? Where did queue depth spike? Which agents handled the most volume? Filters by date range, agent, queue, and campaign let you isolate exactly what you need.
Reports draw from the same data as the real-time dashboard, so there is no discrepancy between what supervisors see live and what appears in retrospective analysis.
Metrics
Key metrics tracked
A non-exhaustive list of the operational data available in EaseDial Analytics.
Call Volume
Total inbound and outbound calls by time period, queue, agent, or campaign.
Answer Rate
The share of inbound calls answered before reaching voicemail or abandonment.
Average Handle Time
Mean call duration including talk time, hold time, and after-call wrap-up.
Queue Wait Time
How long callers wait before reaching an agent — by queue and by time period.
Abandonment Rate
The share of callers who disconnect before an agent answers.
Agent Occupancy
The portion of time agents spend on calls or in wrap-up versus available.
Campaign Connect Rate
The share of outbound dials that result in a connected conversation.
First Call Resolution
The share of calls fully resolved without a follow-up contact.
Sentiment Trends
Customer and agent sentiment derived from AI transcription analysis across all calls.
FAQs
Analytics FAQs
What can I see in the real-time dashboard?
The real-time dashboard shows every active agent's state (on call, available, away, wrap-up), call duration, queue depth, current wait time, and number of calls in each queue — updating continuously without page refresh.
Can I pull historical call reports by agent or by queue?
Yes. Historical reports can be filtered by agent, queue, campaign, phone number, or date range. Metrics include call volume, answer rate, average handle time, wrap-up time, and first-call resolution.
Does EaseDial analytics include outbound campaign reporting?
Yes. Campaign analytics shows connect rate, talk time, dispositions by outcome, and leads remaining for each outbound campaign. Campaign stats update in real time while the campaign is running.
Is there AI-based insight in the analytics?
Yes. AI conversation insights derive sentiment trends, common topics, and interaction patterns from transcription data across all calls. These appear as part of the analytics reporting — not as a separate module.
Can supervisors see the analytics without building custom reports?
Yes. EaseDial includes pre-built dashboards for real-time monitoring and historical reporting. Supervisors access the dashboards directly without writing queries or building custom reports from scratch.
See analytics for your contact center setup
Book a demo and we'll walk through real-time dashboards, queue reporting, and agent performance metrics.