Make Better Decisions

Powered by Talkdesk iQ

Improve contact center performance with powerful business intelligence and historical reporting tools that provide quick access to large volumes of data. Talkdesk Explore features flexible filtering, scheduling, and customization options to ensure that you get the reports you want, when you want, and in a format that makes sense to you.

Comprehensive Metrics

Talkdesk displays the following historical metrics, among others, so that your team has access to the data they need to be successful.

• Inbound Call Metrics: Total Calls, Answered Calls, Missed Calls, Abandoned Calls, Voicemails, Completed Calls, Service Level, Wait Time, Average Abandonment Time and Call Duration.
• Outbound Call Metrics: Total Calls, Missed Calls, Abandoned While Transferring, Total Duration, Average Duration and Longest Duration.
• Agent Metrics: Total Calls, Total Duration, Average Speed to Answer, Total Inbound Calls, Answered Calls and Total Outbound Calls.
• Phone Number Metrics: Total Calls, Service Level, Waiting Queue, Total Wait Time, Average Wait Time, Longest Wait Time, Average Abandonment Time, Answered Calls and Total Duration.
• Benchmark: Compare performance by industry, region, employee or agent size.
• Use this comprehensive data to proactively identify inefficiencies, pinpoint high-performing agents and train a highly skilled workforce.

Browser-Based Reporting

Analyze the performance of individual agents, teams and phone numbers, as well as your call center as a whole from anywhere in the world, using our cloud-based call center software. With just an Internet-connected computer, you can access our reporting dashboard and comprehensive metrics. This makes it simple to make data-driven decisions from wherever you are.

Gain Insight Into Trends

Use our comprehensive historical metrics to gain insight into trends at your call center so that you can make informed decisions. For example, identify optimal times to reach out to prospects in order to increase conversion rates and agent efficiency. You can also predict periods of high call volume to optimize scheduling. Opportunities abound for you to improve your call center operations and business with our comprehensive historical metrics.

Export Data

With Talkdesk, you can export your historical call data to a CSV file. This feature allows you to easily analyze data in external applications, crunch data in Excel, create custom reports to address your unique reporting needs and back up your data. Do more with your data with this feature.