Call & Voice Analytics
Every call through the platform — inbound, outbound, missed, transferred — logged with its direction, duration, outcome and recording, so you see how much your team is calling, how those calls end, and how they sound.
What Call analytics answers
The signals that turn a pile of calls into something you can coach on — every tile shown per agent, team and queue.
Volume & direction
Inbound, outbound, missed and transferred calls, counted and trended.
Duration & talk-time
Average handle time, talk-time and talk-to-listen ratio per agent.
Outcome & disposition
How calls end — connected, voicemail, callback, resolved or dropped.
Recording & transcript
Searchable recordings and transcripts behind every logged call.
The metrics behind every call
Each one is captured against the lead, contact or ticket the call belongs to — no separate dialer report to reconcile.
- ✓ Call volume by direction, agent, team, queue and date
- ✓ Connect rate, average handle time and talk-time
- ✓ Talk-to-listen ratio — how much the agent talks versus listens
- ✓ Outcome and disposition — connected, voicemail, callback, resolved, dropped
- ✓ Missed and abandoned calls, and whether they were called back
- ✓ Topics and keywords surfaced from transcripts
- ✓ QA scores against your own call-quality checklist
- ✓ Sentiment and recurring objections from recorded conversations
What sits behind a single call
Open a call and everything that was captured is on the record — the qualitative detail, not just a duration.
Recording
The full audio, attached to the record and available to authorised roles.
Transcript
A searchable transcript, so you can find a phrase without listening end to end.
Topics & keywords
The subjects raised on the call, tagged for reporting across the queue.
Sentiment
How the conversation felt, surfaced qualitatively from the transcript.
QA score
The call graded against your checklist, with notes for coaching.
Disposition
How it ended and the next step, logged for the funnel and callbacks.
Reports a call-center manager opens
Ready-made views you can filter by agent, team, queue and date — or clone into your own dashboard.
Volume & direction
Inbound, outbound, missed and transferred over time, by agent and queue.
Talk-time & handle time
Average handle time, talk-time and talk-to-listen, so coaching starts from facts.
Outcome & disposition
How calls end across the team, and which dispositions trend up or down.
QA scorecards
Sampled calls graded against your checklist, with agent and team comparisons.
Topics & keywords
Recurring subjects and objections from transcripts, ranked by frequency.
Missed & abandoned
Calls that went unanswered or were dropped, and whether they were called back.
Built for everyone on the phones
Contact-center managers
Watch volume, handle time and missed calls by queue, and staff to where the calls are.
QA & coaching
Score sampled calls against a checklist and coach from the actual recording and transcript.
Sales & support leads
See how calls end and what topics recur, and tie outcomes back to the record.
Every call on the same source of truth
Each call — its direction, duration, outcome, recording and transcript — logs to the same lead, contact or ticket record that CRM, automation and reporting already use. One unified data model means a disposition, a QA score and a single recording all read from one source — with role-based access, audit trails and India data residency throughout.
Call analytics questions
Every call through the platform — inbound, outbound, missed and transferred — with its direction, duration, outcome and recording, logged to the record it belongs to.
Yes. Recordings are transcribed and searchable, with topics, keywords and sentiment surfaced qualitatively, so you can find and review a conversation without listening end to end.
Sampled calls are graded against your own call-quality checklist, with the score and notes attached to the recording, so coaching points to the exact moment on the call.
Yes. Missed and abandoned calls are reported with whether and when they were called back, so nothing silently falls off the queue.
No. The platform measures your own volume, handle time, outcomes and QA against your targets. Any sample numbers shown in a demo dashboard are illustrative, not benchmarks, and data stays on India residency.
Make every call measurable
Start free, or book a walkthrough to see volume, outcome, QA and transcripts in one dashboard.