// Managed Voice — Use Case
Call Analytics & Reporting — see what your phone system is actually doing
Real-time dashboards, historical call reports, and missed-call alerts that turn your phone system into a business intelligence layer — not just a dial tone.
Most businesses have no idea how many calls go unanswered, which departments are overwhelmed at what times, or whether their auto attendant is routing callers to dead ends. Call analytics changes that. InfoNetworks configures reporting dashboards, alert thresholds, and scheduled exports tailored to your teams — so managers get the data they need without digging through logs.
// What We Deliver
Data your team will actually use
Real-Time Dashboards
Live wallboard views show active calls, queue depth, agent status, and average wait time — updated second by second. Supervisors can see a problem forming before it becomes a complaint.
Historical Reporting
Scheduled reports deliver call volume by hour, day, department, and DID — straight to your inbox. Identify peak periods, measure agent productivity, and spot trending issues before they escalate.
Missed-Call Intelligence
Automated alerts fire when abandonment rates spike, when a DID goes unanswered for too long, or when after-hours calls go unaddressed. You know about missed revenue opportunities before the caller tries a competitor.
// How It Works
From raw call data to actionable insight
We configure reporting at the platform level — no third-party bolt-ons required. Every call record is captured, tagged by department and DID, and fed into dashboards and scheduled reports that match how your teams are organized.
Step 01
KPI Discovery
We meet with managers and department heads to learn what they actually care about — abandonment rate, first-call resolution, peak hour coverage, agent handle time. Reports are built around these, not generic defaults.
Step 02
Dashboard & Report Configuration
We configure real-time wallboards for supervisors and scheduled email reports for leadership. Alert thresholds are set for abandonment rate, queue depth, and after-hours missed calls so that no one needs to check manually.
Step 03
Baseline & Trend Analysis
After 30 days we review baseline data with your team. This surfaces staffing mismatches, routing inefficiencies, and call flow dead ends that weren't visible before. Most clients find at least one actionable change in the first review.
Step 04
Ongoing Reporting & Tuning
Reports and alerts evolve with your business. When you add a department, change hours, or launch a campaign, we update the reporting configuration to match. Quarterly reviews ensure the data stays aligned with your goals.
// Who It's For
Right for you if...
Call analytics is valuable for any business that handles meaningful inbound volume — medical offices, legal firms, customer service teams, dealerships, and multi-location retailers all benefit immediately. It's especially impactful for organizations that have recently migrated to a cloud phone system and want to validate that the new setup is actually performing better, or for businesses where missed calls directly translate to lost revenue. If your managers are guessing at peak hours and staffing levels, this is the fix.
// FAQ
Common questions
Q
Do we need a separate analytics tool or license?
In most cases, no. Modern cloud phone platforms include robust reporting natively. What's usually missing is the configuration, the custom dashboard design, and the alert setup — which is exactly what InfoNetworks handles. If your platform requires a reporting add-on, we'll factor that into the scope conversation upfront.
Q
Can we see call recordings alongside the analytics?
Yes. When call recording is enabled (see our Call Recording & Compliance use case), recordings link directly to call detail records. Supervisors can filter by agent, queue, or outcome and jump straight to the recording — making coaching and QA much faster.
Q
How far back does historical data go?
Most platforms retain call detail records for 90 days to 12 months by default. Extended retention is available and we can configure exports to a data warehouse or BI tool if you need longer-term trend analysis. We'll advise on the right approach based on your volume and compliance requirements.