Volumes and busy periods
Incoming, outgoing, answered and missed calls, with hourly distributions and daily trends.
A Smart Switchboard add-on
Know when and how calls are answered.
View Smart Switchboard call volumes, answer rates and busy periods in your browser. This add-on helps you plan your team’s phone work.
From the overview to an individual call.
Numbers and queues
Number and user reports, talk time and queue reports for customers using call queues.
Call events
Find calls and review their duration, ringing and event history. Export report data for further use.
Turn observations into everyday decisions.
Check when calls build up, how queues are answered and where more people may be needed. Reports help direct the work; they do not alone show whether the customer’s issue was resolved.
Check the details when needed.
Listen to or download calls where recording is enabled. A voice-quality indicator is shown when source data is available. Retention, permissions and scope are agreed separately.
Smart Switchboard
See how the work gets easier.
Real product screens with example data. Enlarge an image or watch one task at a time.
Switchboard Analytics / 01
See when customers need you.
Call patterns help you plan staffing for busy periods.
Switchboard Analytics / 02
Find the bottlenecks.
Compare answering and call traffic. Identify where routing or staffing could improve.
Does this analyse VoiceAI conversations?
No. This add-on reports Smart Switchboard call data without AI analysis. VoiceAI has separate reporting for its work queue and request handling.
Do I need Smart Switchboard?
Yes. The service is for NTC Smart Switchboard customers and uses call data from the switchboard.