Phone System Analytics Made Easy
You likely already have powerful analytics built into your phone system. We configure them to provide the specific metrics you need to effectively manage staff, improve service, and resolve disputes – without the technical headache.
When the Tools Aren’t Doing the Job
Unused Data Going To Waste
Your phone system captures thousands of data points daily, but if you don’t access them, they are useless. Many businesses already have premium analytics tiers they never configure, leaving valuable insights on the table.
Management Blind Spots
Without clear visibility into call volume and staff activity, you are managing reactively based on feelings rather than proactively with facts. It is difficult to know if you are understaffed, if your team is productive, or if your current processes are actually working as intended.
Escalations You Can't Defend
When a client calls frustrated saying they waited on hold for 20 minutes or were transferred in circles, you need objective facts. Without accessible logs, you are forced to choose between defending your team blindly or apologizing for an error that may not have happened.
The Right Tools, Delivered Right.
Built-In Analytics, Made Practical
Most phone systems come with built-in analytics and robust reporting features, but that does not mean they are easy to access or understand. Many businesses do not realize the tools are there, let alone how to use them to improve service, support decisions, or reduce costs.
Configured For Real Decisions
At Output, we help you get the most from the reporting features you already have.
Here's what we bring to the table:
Adoption Reporting: See who is actively using the phone system and where you may be paying for unused or underused licenses
Custom Dashboards: From staff performance to group behavior, we create dashboards aligned to answer your internal questions
Location Insights: Troubleshoot specific calls and unearth a client's call journey
Scheduled Reports: Whether you want daily summaries, weekly digests, or deep-dive reports, we configure reporting that fits your team's rhythm so answers come to you
Real-Time Reporting: Live insights help you manage the moment, be proactive with queue activity, adjust call flows, or bring in more staff as needed
Network Diagnostics: Identify whether a call was made over Wi-Fi or cellular (and which carrier), to help resolve quality of service issues faster
Empowering Your Team: We offer practical training so your team knows what the metrics mean and how to act on them
Examples of Impact:
A service firm felt they were understaffed. Upon reviewing the data, we discovered that one agent was handling 70% of the incoming queue, while two others took almost zero. One agent had accidentally left "Do Not Disturb" on, and the other lacked confidence using the phone app. With this data, the owner was able to retrain the team and balance the workload immediately.
A call centre used live queue reporting to adjust available staff in real time during peak hours, improving call response times by 40%. They were able to respond immediately when call volumes spiked and helped the team deliver faster, more consistent service when it was needed most.
A large corporation was able to analyze their extensions call volume to find over 10 extensions that were not being used at all over the last 6 months. They were able to repurpose these extensions instead of unnecessarily ordering brand new lines.
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Better Tools. Real Results.
Stop guessing, make decisions based on actual call volume patterns, not anecdotal claims.
Proactive Service: Spot issues before clients complain
Efficient Staffing: Optimize scheduling and shift coverage with data
Better Accountability: See empirical metrics for staff and where support is needed
Faster troubleshooting: Use call quality and network reports to pinpoint root causes of problems
Maximize Your ROI: Actually use the analytics platform you're already paying for