Reporting & Analytics

as unaric voice for teams stores call data as salesforce records, this data can be used for building reports and custom dashboards and monitor agent performance, track call volumes, and identify trends in customer communication built in call dashboards unaric voice for teams includes example dashboards that display call activity metrics in salesforce these dashboards provide a quick overview of call performance and operational trends typical dashboards include total number of calls call duration totals answered vs unanswered calls call activity by queue call activity by agent these dashboards can be customized or extended using standard salesforce reporting tools key metrics several key metrics are commonly used to measure call performance metric description total calls the total number of calls handled within a specific time period, including inbound and outbound calls answered calls the number of calls successfully handled by agents missed calls calls that were not answered by any agent call duration the amount of time an agent spends actively speaking with the caller total call duration the full duration of the call, including ringing time before it is answered average call duration the average time agents spend on calls calls per queue the number of calls received and handled by each call queue agent call volume the number of calls handled by each agent