Advanced call statistics
Access crucial data on your teams’ activity and performance for your call center reporting. Analyze your calls with advanced statistics to perfect your strategy and optimize your agents’ performance. Turn analysis into action for outstanding results. Use simple, effective tools to visualize the progress of your calls over a defined period, whether by day, week or month.
Track your company's telephone activity
Call statistics automatically recorded on the Kavkom interface are an invaluable asset for analyzing your business telephony. Data helps you identify trends and adjust your strategy for greater efficiency. Analyze the performance of your strategy and your agents to identify opportunities for improvement. With reporting tools like Kavkom’s dashboard, you can view your call center’s inbound, outbound and missed calls in real time.
View your key call KPIs
Access detailed, reliable call statistics by phone line, phone number, country and monitor activity in real time. Analyze the performance of a team or the individual KPIs of your sales reps, using filters according to your needs. KPIs include total number of calls, average call duration, and conversion rate. Visualize your data on graphs for better interpretation.
React in real time
Monitor your performance in real time with our live statistics. Instantly track the number of incoming, outgoing and internal calls in progress. Control the number of registered and online users for smooth team management. Never miss an opportunity, and act quickly with an instant overview of the number of calls on hold. Use allocation criteria to effectively manage abandoned calls and reduce waiting times.
Improve your resource management
Easily monitor your activity and hourly or daily workload with clear graphs to quickly detect peaks in activity. Analyze and forecast your resource requirements to guarantee the quality of your service. Get a precise view for proactive and efficient management of your business. Evaluate the impact of your actions on margins and customer satisfaction using detailed analysis tools.
“Kavkom has been the perfect answer to our business telephony needs. Their simple and reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction.”
Ben Cauchois
VP Sales & Operations @ SEIZA
Outstanding communication quality
To reach its objectives and achieve exceptional performance, the use of the predictive dialer led to an increase in the number of candidates contacted. What’s more, thanks to Kavkom’s telephony solutions, waiting times have been considerably reduced, enabling calls to be handled more quickly. In addition, dunning times were reduced by 40%, improving the overall management of the recruitment process by making it more efficient.
Frequently asked questions
Which calls are included in the statistics?
All inbound, outbound and internal calls are included in the data to provide the most comprehensive statistics possible. You can also exclude certain call types to refine your report. Whether it’s a missed call or a queued call, every interaction is recorded for detailed analysis.
What call statistics are available?
Kavkom offers a variety of key indicators for analyzing your teams “and users” calls, including :
- Total calls (incoming and outgoing)
- Off-hook and missed incoming calls
- Total call duration (incoming and outgoing)
- Average call duration
- Average waiting rate for incoming calls
- Date and time of first and last call each day and over the selected period
- Breakdown of calls by selection criteria such as user first name or department name
What are call center performance indicators?
The 10 most important key performance indicators (KPIs) for a call center are :
- Answer Rate: Measures the percentage of calls answered by agents.
- Average Wait Time: Indicates the average length of time callers wait to be answered. To optimize this KPI, discover our customized call waiting solution that enhances the customer experience during these key moments.
- Average Handling Time: Evaluates the average time an agent takes to handle a call, from answer to conclusion.
- Call abandonment rate: Measures the percentage of calls that callers abandon before being connected to an agent.
- Customer Satisfaction: Collects customer evaluations to measure their overall satisfaction.
- First Contact Resolution (FCR): Assesses the call center’s ability to resolve problems on first contact.
- Conversion Rate: Applicable if the call center has sales targets, measures the percentage of calls converted into sales.
- Call transfer rate: Indicates how often calls are transferred to other agents or departments.
- Agent Occupancy Rate: Measures the amount of time agents actually spend handling calls as a proportion of their total working time.
- Cost per Call: Evaluates the average cost of handling a call, including operational costs.
- Call Handling Time: Analyzes the average and maximum time taken by agents to handle calls, helping to optimize efficiency.
Which users have access to statistics?
On Kavkom, access authorizations to menus and functions are fully customizable. This allows you to determine precisely which users will have access to analytics.
Integrated with all your favorite tools
Kavkom integrates quickly and easily with all your CRM tools. Our technical team is with you every step of the way.
HubSpot
Salesforce
Pipedrive
Zoho
Chrome
Zapier
Kavkom's complete call statistics
Analyze individual use
Phone line usage statistics generate detailed reports with the total number of calls detailing incoming, outgoing, internal and missed calls. View total talk time, average duration per call, and daily timestamp of first and last call.
Evaluate the effectiveness of the treatment
Analyze incoming call data on your different phone numbers according to the number and duration of calls, as well as the number of missed calls and average waiting time. Track your contact center’s efficiency in detail, understand how your numbers are used, anticipate your resource needs to make informed decisions and ensure the quality of your service. Statistics can also be used to display the breakdown of calls by selection criteria, such as user code or first name.
Call data by country
Explore the geographical impact of your calls with our destination statistics by country. Get data on the number and duration of outgoing calls to different destinations. Analyze this information to develop new global expansion strategies, adapt your structure, optimize your telephone services and reduce telephony-related costs. Boost your operational efficiency with precise telephone insights. Use this data to visualize your call center activity by geographical criteria and improve your international presence.
Get all your call data with Kavkom
Explore statistics in just a few clicks and retrieve all your teams’ call data. Whether for a large number of calls or for specific calls, every piece of data is accessible and exploitable to improve your performance and ensure efficient management of your resources.
Customer service and after-sales support are exceptional. Their treatment efficiency is remarkable, with a score of 5 out of 5. The staff are friendly, quick and above all very efficient.
With Kavkom, a high-quality professional VoIP switchboard, I was pleasantly surprised by its practical options and Brayan’s support. Flexible account management and a wide choice of low-cost destinations. Congratulations to the Kavkom team for their excellent work!
Convincing demonstration, subscription to VoIP telephony for business. Complete product, customizable, responsive. Satisfied with the result.
