Analytics
Live view
Active and queued calls, available agents, service level, and abandonment, updated as work arrives.
Analytics
One view of every queue, every agent, human or AI
Watch the live wallboard, then move into trends, quality review, and conversation insight. People and AI agents are measured in the same reports.
Direct answer
What contact-center analytics does Callfora include?
Configured contact-center deployments support a live wallboard, queue and agent performance, traffic and trends, quality scoring, conversation insight, voicemail and callback follow-up, and scheduled reports. Quality and insight depend on recording and enabled services. Call Centers plan and deployment configuration apply.
Choose a view
From the live queue to the reason behind the result.
Each state is a real analytics surface. Availability depends on plan, modules, recording, and deployment configuration.
You need to know who is waiting right now.
See the floor as it happens.
The wallboard shows each queue's service level, answered and abandoned calls, and agent state.
- Active and queued calls
- Agent availability
- Service level and abandonment
Configured contact-center deployments only. Availability depends on plan, modules, permissions, and deployment configuration.
Live operations wallboard
You need to compare teams over a week, not a moment.
Compare every queue and every agent.
Review inbound, answered, abandoned, wait, handle time, and service level for the period you pick.
- Queue and agent breakdowns
- Wait and handle time
- People and AI agents in one view
Configured contact-center deployments only. Availability depends on plan, modules, permissions, and deployment configuration.
Queue and agent performance
Coverage is planned from memory instead of demand.
See when work actually arrives.
Traffic and trends show call demand by hour and day so you can plan shifts.
- Demand by hour and day
- Direction and outcome breakdowns
- Coverage planning from actual volume
Configured contact-center deployments only. Availability depends on plan, modules, permissions, and deployment configuration.
Traffic and trends
Coaching happens only when something goes wrong.
Go from the number to the conversation.
Score eligible recordings, review flagged calls, and read conversation insight when those services are enabled.
- QA scoring
- Flagged conversations
- Scheduled reports for the people who need them
Quality scoring and conversation insight depend on recording and enabled services.
Quality assurance
You cannot see what automation handled versus what people took.
Measure AI agents the way you measure the team.
Compare queue calls answered by AI agents and by people, including minutes used and handoffs.
- AI versus human answer share
- Minutes used against the plan
- Handoffs to a person
Available on Call Centers and Enterprise. AI usage and deployment configuration apply.
AI and human comparison
Live · 1 of 5
Live operations
See the floor as it happens
The wallboard shows each queue's service level, answered and abandoned calls, and which agents are available, paused, or logged out.
Configured contact-center deployments only. Availability depends on plan, modules, permissions, and deployment configuration.
Queues and agents
Compare every queue and every agent over any period
Total inbound, answered, abandoned, wait and handle time, peak hour, and service level by queue, with the breakdown behind each number.
People and AI, one report
See what your AI agents handle and what they pass to people
Compare queue calls answered by AI agents and by people, then follow AI conversation volume, minutes used against your plan, sentiment, and how many calls were passed to a person.
Quality and conversation insight
Go from the number to the reason behind it
Score calls, review flagged conversations, and read satisfaction and prospect signals to coach agents and fix scripts, including your AI agents' instructions.
Learn more →Every view
From the live queue to the scheduled report
Analytics
Queues and agents
Compare queues and individual agents, human or AI, over the period you pick.
Analytics
Traffic and trends
See demand by hour and day to plan coverage and shifts.
Analytics
Call analysis
Break calls down by direction, outcome, and duration.
Analytics
Quality assurance
Score calls against criteria and review the ones flagged for attention.
Analytics
Communication insight
Satisfaction, conversation tone, and prospect signals from recorded conversations.
Analytics
Voicemail and callbacks
Follow up on abandoned calls and voicemail before they become lost customers.
Analytics
Scheduled reports
Send recurring reports to the people who need them.
Call Center Queues and analytics require the Call Centers plan and deployment configuration. Quality scoring and conversation insight depend on recording and the services enabled for the workspace.
Questions
Questions about analytics
What analytics views are included?
Configured contact-center deployments support a live wallboard, queue and agent performance, traffic and trends, quality scoring, conversation insight, voicemail and callback follow-up, and scheduled reports.
Can I compare AI agents and people?
Yes, when AI agents are enabled. Reports can show queue share, minutes used, sentiment signals, and how many calls were passed to a person.
Which plan includes analytics?
Call Center Queues and analytics require the Call Centers plan and deployment configuration. Quality scoring and conversation insight depend on recording and the services enabled for the workspace.
Analytics and QA
See every queue and conversation clearly.
Let’s find the right way to connect your business.