What does call analysis measure?
Basic metrics tracked by call analysis:
- Total number of calls - incoming, outgoing and missed calls for the selected period.
- Adoption rate - what percentage of calls were actually answered.
- Average waiting time - how long the caller waits before being connected to an operator.
- Call duration - average and maximum call duration.
- Operator performance - number of calls, average duration and acceptance rate for each branch.
- Peak operating periods - at what times or days the line is busiest.
Advanced systems add call transcription (automatic conversion of recordings to text) or caller sentiment analysis.
How will you use the analysis data in practice?
The figures from the statistics are not just reports for a drawer. They help with decision-making:
- You will see which hours receive the most calls and can then plan shifts or reinforce the team accordingly.
- A high proportion of missed calls indicates that the queue is undersized or that call forwarding to a backup line should be activated.
- A long average call duration for a specific operator may indicate the need for training or process simplification.
- The analysis helps to substantiate the SLA (Service Level Agreement, i.e., service quality level) for the customer or company management.
Call analysis in the virtual central office
Classic PBX (private branch exchanges) usually offer only basic call protocols, with advanced statistics typically available as an expensive add-on. A cloud-based virtual PBX generally includes analytics as standard, records are saved automatically and reports are accessible via a web browser without the need to install special software.
For more in-depth data processing, call records can be exported and connected to a CRM (customer relationship management) system or to data analysis tools. On virtualni-ustredna.cz you have real-time call overviews available directly in the administration panel.
Frequently Asked Questions
How long are call recordings retained?
It depends on the central system settings and legal requirements applicable in your sector. Metadata records (who, when, how long) are usually retained longer than voice call recordings. We recommend verifying the data retention rules that apply to you.
Is call analysis the same as call recording?
No. Call analysis works with metadata, call time, duration, numbers, operator. Call recording captures the audio record of the conversation. Both functions can be available at the same time, but they are separate tools with different usage rules.
Do I need special hardware to analyse calls?
No. With the cloud-based central system, call data is collected on the provider's side and you access it via a web interface from any device.