Contact centre analytics
Looking to reduce cost of operations and increase customer satisfaction? Tap into your contact centre analytics for valuable insight. Book a product tour to see everything you can measure with Dialpad Support's built-in analytics!
What are contact centre analytics?
Contact centre analytics are a way of gathering data that covers the performance of every aspect of your operations. You don’t necessarily have to buy separate contact centre or call centre analytics software to get this data, which can include things like call volume, call duration, and other key performance indicators (KPIs).
Having these analytics is important for both large and growing contact centres, because it can give you crucial insights. For example, analysing call centre data can show you what customers are complaining about most, what they like about your products or services, and more!
Robust contact centre analytics with Dialpad
General call analytics
From missed calls to abandoned calls, supervisors can get a clear overview of how the team is performing at all times, right inside Dialpad Support.
Dialpad Business Intelligence
With Dialpad, you can create customised reports using all of your contact centre data and understand your business in new ways. Dialpad Business Intelligence offers a full featured BI tool on top of your Dialpad data, enabling advanced customisations and reports designed specifically for your business.
Heat maps
Beyond the dashboard, you can also see heatmaps that show call volume patterns and also average speed to answer. This way, contact centre managers can see which days of the week are busier than others and schedule the workforce accordingly.
Real-time transcriptions
Dialpad's proprietary AI technology can transcribe calls—in real time—more accurately than almost all leading competitors. This means that not only can supervisors listen in on agents' calls, they can also read the running transcripts to get context, live, before deciding whether to jump in and help on calls.
Live sentiment analysis
Not only that, Dialpad AI can also analyse sentiment of calls in real time, which helps managers and supervisors keep an eye on every active call more easily and spot challenging conversations more quickly.
IVR analytics
Customise your call routing and IVR menu options right in your online dashboard in minutes, and use Dialpad's analytics to see which menu options are being used by callers (and which aren't) to continually optimise your caller experience.
Robust compliance measures
Not only does Dialpad A have stringent security and compliance standards, it also has APIs to allow for automatic disabling of call recordings in addition to in-meeting controls. Hosts can mute participants, remove unwanted guests, admit online attendees through a virtual waiting room, and more. Dialpad is used by organisations in highly regulated industries like healthcare, real estate, and education.
Workforce management and WEM insights
Need more robust workforce management features like forecasting, scheduling, and schedule adherence? Dialpad WFM gives you that, pulling in data automatically to help you run your contact centre at maximum efficiency.
See contact centre analytics in action
Book a demo to see how easy it is to monitor performance, coach agents, set up new agents, and more using Dialpad Support.
What contact center teams should measure
The right contact center analytics strategy starts with knowing which questions your dashboards need to answer. Real-time analytics can help supervisors manage what is happening now, while historical analytics and trend reporting help leaders understand what is changing over time.
For most contact centers, the most useful analytics fall into a few categories.
Agent performance
Agent performance dashboards help supervisors understand how agents are handling customer interactions across teams, queues, and channels. Metrics like response time, call volume, average handle time, transfer rate, sentiment, and first contact resolution can help teams identify coaching opportunities and understand where agents may need additional support.
The key is to avoid looking at any one metric in isolation. For example, a longer average handle time may be a concern in one queue, but it may be expected for teams handling complex or high-value customer issues. Contact center analytics should help leaders understand the story behind the numbers, not just the numbers themselves.
Customer experience and journey trends
Customer journey analytics help teams understand where customers experience friction across touchpoints. That can include long queue times, repeat contacts, high transfer rates, abandoned calls, or recurring issues that show up across conversations.
By combining real-time dashboards with historical reporting, contact center leaders can identify patterns in customer demand, service levels, and customer sentiment. Those insights can help teams improve routing, update self-service flows, refine agent guidance, and reduce unnecessary friction across the customer journey.
Queue, routing, and service levels
Operational analytics help teams understand how well the contact center is managing demand. Metrics like queue time, average speed to answer, abandonment rate, hold time, transfer rate, and callback activity can show where customers may be waiting too long or getting routed inefficiently.
These insights are especially useful for high-volume and enterprise contact centers, where small changes in demand can affect staffing, customer satisfaction, and service quality. With real-time and historical analytics, leaders can monitor live conditions while also identifying longer-term trends in queue health and service performance.
Workforce engagement management
Contact center analytics can also support workforce engagement management, or WEM, by connecting performance, staffing, coaching, and quality signals. Leaders can use analytics to understand when demand peaks, where staffing gaps appear, and how agent performance trends shift over time.
When analytics are connected to workforce management, coaching, and quality programs, teams can make more informed decisions about schedules, training, adherence, and agent development.
Revenue and retention opportunities
Contact center analytics are not only about operational efficiency. Customer interactions can also reveal retention risks and growth opportunities.
For example, rising mentions of cancellations, refunds, competitors, or unresolved issues may point to churn risk. On the other hand, questions about new products, services, or use cases may reveal opportunities for expansion. Trend analytics can help teams identify these signals earlier and connect customer experience improvements to broader business outcomes.
How to analyze contact center data
The best analytics programs do not start with every metric available. They start with the business questions that matter most.
Ask questions like:
Where are customers waiting the longest?
Which queues are experiencing the most demand?
Where are agents spending the most time?
Which issues are driving repeat contacts?
Which trends are affecting customer satisfaction?
Where do agents need coaching?
Which parts of the journey create the most friction?
From there, teams can use customizable dashboards, supervisor dashboards, and historical reporting to focus on the KPIs that matter most. Real-time dashboards help teams act in the moment, while trend analytics help leaders understand whether changes are improving performance over time.
Turn contact centre analytics into action
See how Dialpad helps teams monitor performance, track trends, and connect customer interactions to coaching, staffing, and CX improvements.