Contact Center Reporting & Analytics Software for Data-Driven Insights

We include over 20 reports that provide KPI and call center metrics reporting that will help you make informed decisions about your call center.

Yes. On the latest native version of the admin application, reports are scheduled to run and to be emailed to you.

The enterprise version allows you to run year-to-day reports for analyzing call center data. All standard reports allows you to see historical data from the most recent 6 months.

Contact center analytics software collects data from every call, agent and campaign and turns it into reports and dashboards managers can act on. It typically combines live dashboards showing current activity, historical reports covering past performance, and filtering tools that let supervisors isolate a specific agent, queue, campaign or time period. It differs from general business intelligence software in that the metrics are built around calling operations — talk time, abandon rate, connect rate, disposition outcomes — rather than generic sales or finance data.

A dashboard shows what is happening right now and is designed to be watched during a shift — agents on calls, queue depth, current wait times. A report covers a defined period and is designed to be read afterwards, so it can be scheduled, emailed and compared against previous periods. Most call centers use dashboards for real-time floor management and reports for coaching, forecasting and reviews. DialedIn provides both: call center dashboards and call center reporting.

Yes. DialedIn provides multiple live dashboards that show real-time information about call center activity, and they can be customized to display the metrics your supervisors care about. Because the platform is cloud-based, dashboards can be viewed from any browser or mobile device without installing software.

Yes. Agent analytics give you productivity, quality scores and outcome data per agent, which supervisors use to identify who needs coaching and on what. Trend analysis lets you compare an agent or team against previous weeks and months instead of judging performance from a single day.

It depends on whether the campaign is inbound or outbound. Inbound teams usually watch average speed of answer, abandon rate, average handle time and first-call resolution. Outbound teams usually watch connect rate, contacts per hour, talk time per agent, drop rate and conversion by list. Blended operations track both, plus occupancy and agent utilization, to see whether staffing matches demand across the day.

Yes. Reports can be exported in multiple formats and shared with stakeholders, and scheduled reports can be emailed automatically so managers receive them without logging in. This is commonly used to send a daily campaign summary to operations and a weekly performance roll-up to leadership.

Yes. DialedIn integrates with Salesforce, HubSpot, Microsoft Dynamics, Zoho and Zendesk, so call activity and outcomes can be reflected against the records your team already works from. An open API is available for pulling call center data into a warehouse or reporting tool of your own. See all integrations.