Call Center Analytics: What You Need to Track Now

Ever stared at your call center analytics dashboard and thought, “Okay… what now?” That’s the situation of most businesses now.

Call center analytics promises clarity, but without the proper context, it often feels like you’re just staring at pretty charts with no real direction. 87% of organizations are considered “low maturity” in analytics, meaning they collect the data, but don’t know what to do with it

Funny, right? But also painfully true. We’ve all been there—drowning in data but starving for insights. That’s why it’s critical to understand:

Why is analyzing data crucial?
What to measure, how to make sense of your metrics?
How can businesses get the best out of analytics?

This blog answers all these questions—and shows how Gaglers helps turn your data into strategy.

What is call center analytics?

Call center analytics analyzes data collected from various customer touchpoints to uncover valuable insights that improve customer satisfaction, boost operational efficiency, and overall, enhance contact center performance.

For example, analytics can reveal when your team is overwhelmed with calls, which scripts lead to better outcomes, or why certain issues keep recurring, etc. Analytics help you identify and resolve problems before they escalate.

But where do these data points come from? They come from various customer touchpoints, and these are:

Call recordings
Interactive voice response (IVR) logs
Chat and email
Customer surveys
CRM data.

Put together, these inputs create a complete picture of your contact center’s performance — but the real value starts when you realize why businesses should understand and act on that picture. Let’s find out.

Why is analyzing call center data important?

Let’s talk numbers for a second. Companies that read their data see some pretty incredible results, like:

Optimizing agent performance:

Analyzing data reduces the average handle time (AHT) by 40%, which enables agents to resolve customer issues more efficiently. This means shorter wait times for customers and better-managed workload for teams.

Improves customer experience

Research shows that over 70% of call centers that consistently track their first call resolution (FCR) rate or first contact resolution for a year or more see a 1% to 10% annual improvement in FCR rates. Since higher FCR is directly linked to higher CSAT scores, analyzing data becomes essential for delivering a better customer experience.

Better operational efficiency

Data analysis uncovers inefficiencies and bottlenecks in campaigns, helping managers to streamline workflows. This, in turn, improves overall efficiency and productivity by up to 60%.

Increases conversion rate

According to McKinsey, understanding data insights to optimize your outreach and engagement can increase conversion rates by nearly 50%.

Here’s a quick look at how different teams benefit from call center analytics data

Department	How do they benefit from call center analytics
Operations managers	Optimize staffing, boost agent productivity, and cut hold times using a contact center dashboard.
Customer experience leads	Identify pain points, track key performance indicators(KPIs) of the call center, and enhance service delivery.
Senior executives	Align strategy with business goals, drive growth, and foster a data-driven culture.
Quality assurance	Use call monitoring to ensure compliance and coach agents for better outcomes.
Marketing & sales	Understand customer sentiment, measure campaign impact, and improve conversions.

When you have access to the right data, decision-making becomes easier, faster, and more effective. So, what exactly should you be tracking to get these results? Let’s take a look at that.

Key metrics to track in call center analytics?

When managers start tracking the right contact center performance metrics, they stop guessing and start making data-driven decisions. Studies show that such decisions can improve customer retention by 6 times and make businesses 19 times more likely to be profitable.

You don’t need to track everything. But you do need to track what moves the needle. Here’s what to focus on:

Type of data	Description
Customer interaction data	This covers all activity between your team and customers — calls, emails, chats, and texts(all recorded) You’ll see how many calls come in, how often they’re answered, and the call duration.
Agent performance metrics	Shows how well your agents are doing. Measures include the total calls made by agents, first-call resolution rates, average handle times, and more. Helps spot top performers and coaching needs
Operational KPIs	This tracks the big-picture of your call center, including the overall cost, average session duration, and call dispositions.
Customer feedback	Direct input from customers through surveys and post-call ratings. Helps you understand customer satisfaction and identify areas for improvement.
Campaign performance data	Shows how well your outreach is doing via call conversions, unique contacts reached, and ROI insights.

Here’s what Gaglers call center analytics provide

Our customers asked, and we listened. Gaglers has curated highly segmented and advanced call center analytics that help teams win, shift strategy, and gain invaluable insights.

Gaglers simplifies call center analytics by consolidating powerful KPIs into a single, intuitive contact center dashboard, making it easier for managers, QA teams, and senior leaders to track what matters most. Here’s what’s inside:

1. Advanced metabase analytics

Get deep, visual insights across all your campaigns and agent data using Metabase. Track everything—call center activity, agent KPIs, campaign results, conversions, your entire team’s performance, and even question-level deep dives.

Gaglers visualizes the performance of your cloud call center in a way that’s easy to explore and understand, with numbers.

✅ It’s ideal for QA teams and operations managers seeking actionable insights to improve campaign performance.

2. Advanced analytics Pro

Available for pro users only, this is your call center analytics playground. You can:

Create custom dashboards with your preferred KPIs. In the image, you can see how Sam has customized his dashboard to match the needs of his campaign, including setting a goal of 10 for the “Answer Rate” metric. Dashboard elements are fully editable, so you can build views that focus on what matters most to your team.

Pro users gain granular visibility to explore raw data.
Businesses can drill down into data from high-level KPIs to individual records.

✅ Perfect for businesses running multiple campaigns, or for teams with a dedicated analyst who needs granular, flexible reporting on contact center performance.

3. Real-time monitoring with live reports

A survey by McKinsey found that organizations leveraging real-time data can improve productivity by as much as 20-30%. Gaglers offers real-time call monitoring with live data streaming as campaigns run. Supervisors can:

Watch outcomes unfold in real time.
Identify issues early and act quickly.
Celebrate team wins on the spot.

In the visual below, you can track metrics such as Agents Online (AO), Total Dials (TD), Agents on Call (AOC), Total calls connected to agents (TCCA) etc.

✅ Great for fast-paced, dynamic campaigns—especially in customer service, and sales environments where timing is everything.

4. Live agent and team leaderboards

Inject a bit of friendly competition with Gaglers’ Leaderboards. See top-performing agents and teams ranked by:

Number of calls made
Talk time
Connect time

Leaderboards create visibility, helping both agents and supervisors track progress and performance.

Report downloads

Gaglers lets you download detailed call center analytics reports in three easy-to-use formats:

.CSV
.XLSX
.JSON

Whether you’re building presentations, importing into BI tools, or archiving campaign history, you’ll have the data in the format that works best for your workflow.

Here’s a Gaglers PRO TIP

Master the 3 C’s of the call center that help to strengthen your analytics.

➤ Analytics is the bridge that connects these three to drive better performance.

Best practices for call center analytics

Now you’ve got —dashboards, metrics, reports—but that’s not the finish line. It’s the start of smarter decisions. Call center analytics aren’t a one-time thing. You need to live with data every day. Keep an eye on it.

Follow the best practices to keep your call center running smoothly:

Define focus KPIs: Don’t measure everything that’s available on the dashboard. Select 3-5 KPIs that align with your business goals, like FCR, AHT, and CSAT.

Review: Check and adjust quarterly.

Blend insights with human review: Let automation spot trends, but don’t skip on listening to real calls. Use AI to flag issues, and QA teams to dive deeper.

Review: Ongoing (AI daily, human weekly)

Track both leading and lagging indicators:

Leading = hold time, call volume.

Lagging = resolution rate, escalation trends. You need both to fix issues before they explode.

Review: Weekly

Review dashboards: Don’t wait for a crisis. Conduct regular health checks on your call center analytics dashboard

Review: Monthly once

Share reports across teams: Marketing, Ops, QA—everyone needs visibility into KPIs. When everyone’s on the same page, goals get met faster.

Review: Weekly/monthly

FAQs: Call Center Analytics

1. What are the four types of analytics?

Descriptive, diagnostic, predictive, and prescriptive analytics—each helping you understand past trends, reasons behind them, forecast future outcomes, and decide next steps.

2. What are the four common KPIs used in call centers?

1. Average Handle Time (AHT): The average time taken to complete a call, including talk time, hold time, and after-call work.
Business standard: Around 6 minutes

2. First Call Resolution (FCR): The percentage of customer issues resolved during the first interaction, without the need for a follow-up.
Good range: 70–80%
Industry standard: ~80%

3. Customer Satisfaction (CSAT): Measures the percentage of customers who report being satisfied with their service after a call.
Typical industry standard: 80–90%

4. Call Abandonment Rate: The percentage of callers who hang up before speaking to an agent.
Business ideal rate: Under 5%

3. What does a call center analyst do?

Call center analysts collect, interpret, and report on call data to identify performance trends and improve customer service efficiency.

4. How can call center analytics improve business performance?

You can improve call center analytics by uncovering bottlenecks, tracking agent productivity, and aligning customer insights with business goals for smarter decisions.

Join the analytics revolution with Gaglers.

Data doesn’t lie, and that’s why 66% of businesses are already investing in call center analytics. At at the end of the day, every company wants to deliver a great customer experience. After all, happy customers mean growth and success.

But why make this move now? The call center analytics market is experiencing rapid growth and is expected to reach $5.75 billion by 2030. Investing in analytics today puts your business on the stronger side of that future.

PS: More features in analytics are coming soon…..