Actionable voice intelligence to elevate your operations.
Transform raw call logs into strategic insights. Track queue SLAs, agent occupancy, call disposition trends, and export executive reports in one click.
Call Detail Record (CDR) Explorer
Filter, sort, and inspect millions of call records by destination, extension, call disposition, duration, cost, and quality MOS score.
Agent Performance & Scorecards
Evaluate agent productivity with detailed KPIs: Average Handle Time (AHT), First Call Resolution (FCR), occupancy rate, and wrap-up speed.
Peak Traffic & Hourly Heatmaps
Visualize call arrival patterns by hour of day and day of week to optimize shift scheduling and prevent under-staffing during peak times.
SLA & Abandonment Tracking
Track the percentage of calls answered within your defined SLA target window and analyze where callers abandon in the IVR or queue.
Automated Excel & CSV Exports
Generate automated daily, weekly, or monthly Excel spreadsheets powered by ExcelJS and delivered automatically to management inboxes.
Executive PDF Summary Reports
Download beautifully formatted executive summary PDFs built with PDFKit, including key charts, trends, and department breakdowns.
Measure What Truly Matters for Customer Satisfaction
Gain complete clarity on your telephony operations with intuitive dashboards designed for supervisors, operations heads, and C-level executives.
- Identify bottlenecks in your IVR phone tree with dropout analysis
- Reward top-performing agents using objective scorecard metrics
- Track telephony cost per department and DID utilization
- Scheduled report delivery to email and Slack channels
Total Inbound Calls
14,820
↑ 12.4% vs last month
Avg Answer Speed
14.2s
↓ 3.8s faster
First Call Resolution
88.5%
Industry benchmark: 75%
Abandonment Rate
2.8%
Target: < 5%
Explore Contact Center Modules
Ready to transform every customer conversation?
Join businesses delivering faster support, better customer experiences, and more sales with Skyfalke Connect.