In a high-velocity service environment, historical data is often a post-mortem of missed opportunities. If you only discover a spike in abandonment rates at the end of the week, you’ve already lost customers.

Call center reporting shouldn't just track history—it should help you manage right now. Dialpad’s AI-powered platform turns raw interaction data into actionable intelligence, allowing supervisors to monitor performance, spot bottlenecks, and make high-stakes decisions with real-time confidence.

Unified live dashboards: The emotional pulse of your floor

​​Dialpad’s unified live dashboard brings key call center analytics into a single real-time view. Supervisors can track call volume, average handle time, and abandonment rate alongside real-time sentiment analysis. This allows teams to see the “emotional pulse” of the floor, identifying calls that are turning negative the moment it happens.

• Real-time KPI monitoring: Track call volume, Average Handle Time (AHT), and abandonment rates with zero latency.

• Instant visibility: Spot emerging issues—like a sudden surge in technical queries—before they impact the broader customer experience.

• Consolidated views: Manage voice, chat, and social interactions in one place to maintain a true omnichannel perspective.

Customizable reports built for precision

Every business has a unique "North Star" metric. Dialpad’s flexible reporting engine allows you to filter and segment data to match your specific operational goals.

Whether you need to isolate performance by geographic location, department, or individual communication channel, you can build custom views that eliminate the "noise" and focus on what drives growth. These reports are designed for transparency, making it easy to share high-level trends with stakeholders or granular feedback with agents.

The strategic advantage: Beyond basic metrics

To truly optimize a contact center, leaders need to move past "surface-level" reporting and into performance intelligence.

1. Tracking trends in call logs and interactions

Through AI-powered voice transcription, Dialpad doesn't just log calls—it decodes them. By pairing interaction durations with searchable transcripts, leaders can pinpoint specific customer pain points and uncover deep-seated trends in behavior that traditional data often misses.

• Outcome mapping: Understand which scripts lead to the highest resolution rates.

• Friction identification: Pinpoint exactly where conversations stall or where customers become frustrated.

2. AI-powered agent performance scorecards

Traditional QA is a manual burden, often involving supervisors listening to a random 2% of calls. Dialpad automates this process. Our reporting tools monitor 100% of interactions, using visual reports and automated scorecards to:

• Identify top performers: Use data-backed insights to find your "Gold Standard" agents.

• Pinpoint coaching opportunities: Automatically flag interactions where an agent may have missed a compliance disclaimer or struggled with a technical explanation.

3. Real-time queue and staffing intelligence

Wait times are the primary driver of customer churn. Dialpad’s queue health reports provide live visibility into demand spikes. If call volume exceeds your current capacity, supervisors receive instant alerts, allowing them to:

• Adjust routing strategies: Shift digital agents to voice channels on the fly.

• Optimize staffing: Use historical volume trends to build more accurate, data-driven schedules.

Eliminating administrative friction with automation

The most expensive part of reporting is the time spent creating the reports. Dialpad eliminates this "administrative load" through intelligent automation.

• Schedule & auto-save: Configure reports once and have them delivered to your inbox daily, weekly, or monthly.

• Dialpad AI Recaps: Automatically summarizes interactions to eliminate manual after-call work.

• Live sentiment alerts: Identifies negative calls in real-time to enable immediate supervisor intervention.
  

From reporting to contact center analytics

If reporting tells you what happened, analytics tells you why. Dialpad bridges this gap by automatically analyzing 100% of your call transcripts to find the stories hidden in your data.

By moving from simple data collection to AI-powered speech analytics, you can:

• Identify root causes: Pinpoint the exact product or policy issues driving customer friction.

• Spot market trends: Catch emerging competitor mentions or feature requests in real time.

• Forecast staffing: Use historical sentiment trends to predict future volume and coverage needs.

Stop managing in the rearview mirror. Replace the guesswork with a high-velocity reporting engine and make your support floor an intelligence powerhouse.