Turn Every Calls into Insights with Advanced Call Analytics

Monitor your call center like never before by tracking total call volume, call duration, agent performance, and customer engagement in real time with KrispCall’s call analytics.

Insightful Call Analytics To Measure Call Center Performance

How to View Call Analytics in KrispCall?

Getting insights into your call analytics is easy with KrispCall. Just sign up to KrispCall, choose your phone number, and gain valuable details about your phone calls.

Create a KrispCall account.

Login with the correct login credentials.

Click on the “dashboard” option on the left side.

Choose the phone number under the “Number” option of which you want to view call data.

Upon choosing, you will find all call data under different headings, such as total calls, outbound calls, inbound calls, missed calls, service level, activities during the time and day of the week or certain duration, etc.

What Is Call Analytics?

Call analytics is a way of collecting, measuring, and analyzing phone call data (incoming/outgoing) to gain insights into customer behavior and business performance. By tracking metrics like call volume, duration, hold time, speed of answer, and agent performance, businesses can optimize marketing campaigns, improve customer service and understand caller intent.

Unlike traditional call tracking, which only logs call counts or duration, today’s sales call analytics goes way beyond. Modern call analytics software provides real-time insights, sentiment analysis, trend detection-helps revenue teams identify what drives outcomes, uncover opportunities, and make data-driven decisions to boost performance & customer experience.

How Does Call Analytics Work?

Call analytics works by turning raw call data into actionable insights. It captures information from sources like call logs, recordings, customer database, and trackable numbers,then calls are recorded and transcribed using speech-to-text into searchable data such as caller details, location & call duration.

Then, NLP & AI analyze calls for tone, sentiment, objection, resolution rates, & agent performance. Data are structured and scored to measure lead quality, operational efficiency, and revealing trends and areas for improvement.

Insights are visualized in call analytics dashboard, reports & can be integrated with CRM & marketing platforms. Regular monitoring enables businesses to optimize operations, forecast call volumes, boost service levels and overall customer experience.

Call Analytics Vs Call Tracking

Call Analytics	Call Tracking
Call analytics is a feature that analyzes call data to extract information about customer behavior and evaluate marketing performance.	Call tracking is a tool that enables businesses to determine where their incoming phone calls originate.
This data encompasses call duration, volume, the total number of incoming and outgoing calls, etc.	This is done by assigning phone numbers to marketing campaigns or sources.
Leveraging call analytics gives businesses insights into customer behavior patterns and agent performance evaluation.	By implementing call tracking, businesses can easily monitor which marketing efforts generate the most phone leads and identify callers who are more likely to be qualified leads.
Call analytics is the process of using that data to gain insights.	In short, call tracking is a feature that provides data.

Benefits of Effective of Call Analytics

Track Team Performance

Track essential metrics like response time, call duration, and issue resolution rates. This helps you see how your team is performing & find ways to improve their efficiency.

Boost Sales with Insights

Use call analytics software to see what sales tactics work best. Easily track conversion rates, understand customer needs, and adjust your approach to close more deals & grow revenue.

Custom Reports Made Easy

Build custom call reports that focus on the data, most important to your business. These VoIP reports help you monitor trends, measure results, & make better decisions faster.

Actionable Insights

View call tracking data in real time on a weekly, monthly, or yearly basis. Uncover patterns in customer behavior and use these insights to boost service & business performance.

Things to Consider While Choosing a Call Analytics Software

User-friendliness

Select a user-friendly call analytics platform that lets you view call tracking analytics data and performance metrics effortlessly.

Customization and Flexibility

Pick a call analytics tool with flexible filters, customer metrics, dashboard and reports that highlights the KPIs that matter most to your business.

Integration Capabilities

Make sure that your call analytics solutions work seamlessly with CRM, VoIP platforms, and marketing tools to get a complete picture of customer interactions.

Scalability

Choose a scalable call analytics solution that handles increasing calls without losing accuracy, and also that keeps your VoIP call tracking and real-time call analytics reliable.

More Features like Call Analytics

Unified Callbox

Get every detail of calls, SMS, MMS, and voicemails in a single window and access all conversations without switching apps.

Phone Tree (IVR)

Leverage KrispCall's phone tree for efficient call routing, ensuring swift access to the right department for information.

Shared Number

Boost customer response by sharing your number with your team members and eliminaing missed calls.

Frequently Asked Questions

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What does call analytics include?

Various call data information like the total number of calls received, missed and dialed, call duration, call volume, waiting time, live calls, service level, agents’ performance, call traffic analysis, etc, are included in call analytics.

How to use call analytics in contact centers?

To use call analytics in a contact center, first of all track key metrics like call duration, hold time, and resolution rates. Analyze customer interactions, spot trends, and monitor agent performance. With custom VoIP reports, real-time insights, and integration with CRM & VoIP systems, you can easily improve service quality, boost sales, & make data drive decisions.

What are the types of call analytics?

The different types of call analytics are:

Historical call analytics: This is the type of phone call analytics where call data is collected and analyzed from past calls. It offers valuable insights into customers’ interactions with the call center and how agents perform.
Real-time call analytics: This is another type of call analytics where call data is gathered from ongoing live calls between agents and customers. It provides real-time insights into call center performance, thereby helping call centers address potential problems immediately.
Predictive call analytics: In this type of call analytics, machine learning, and data analysis are used to predict future call metrics. It helps to identify issues before they arise and take action to prevent them from occurring.

What are the key metrics for a call center in call analytics software?

The key metrics for a call center in call analytics software are call duration, call abandonment rate, first call resolution rate, customer satisfaction score, average handle time, and first response time.

What are the best call analytics platforms for small businesses?

The best call analytics softwares for small businesses are:

KrispCall
Dialpad
Nextiva
CallRail

Can live call analytics track agent performance in real time?

Yes, live call analytics can track agent performance in real time due to the advancement in modern sales call analytics software. By continuously monitoring KPIs like call duration, handling time, helps businesses to gain immediate insights into agent efficiency.

How to set up call analytics in your business?

Here are the steps you can follow to set up call analytics in your business:

Define business goals for call tracking
Select a call analytics tools
Set up tracking numbers for campaigns/channels
Integrate with CRM and other systems
Configure key metrics to monitor
Train your team
Monitor, analyze and optimize based on insights