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Unlock new insights with contact center analytics

Improve your team’s performance in real-time with GoTo Contact Center.

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What are contact center analytics?

Contact center analytics provide valuable data and insights into all your customer interactions, including calls, chat conversations, social media, and SMS interactions.

Track live queues and resolved conversations. View call center analytics like total inbound and outbound calls or total calls by agent. Use these learnings to optimize outcomes and improve customer experiences.

Screens showing the tech support queue, tracking handled, timed out, and abandoned calls as well as agent activity and metrics.

Contact Center makes analytics easy

See call queue performance

Monitor call traffic and find your busiest times with the Queue Caller Board, showing average time in queue, total calls over time, average call duration, caller summary and details, and much more.

Female customer support representative handling a client over her headset, with graph showing Average Queue Time trends over one month.

Get started with call analytics and more

Start unlocking better insights and performance with the GoTo Contact Center analytics solution today.
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Laptop screen showing the tech support queue alongside a table tracking all agent activity.

Contact Center is more than just analytics

Everything you need to drive better outcomes, including:

  • Voice, Video, Chat & More

    Meet customers where they are with multi-channel communications, including SMS and social.

  • Outbound Dialer

    Automate sales calls and speed up the outreach process to drive more sales in less time.

  • Intelligent Call Routing

    Improve first-call resolutions by automatically directing callers to the right place.

  • Callback Queues

    Reduce hold times and let customers keep their place in line with automated callbacks.

  • Unified Admin Portal

    Manage contact center and phone system settings in a single dashboard.

  • Visual Dial Plan Editor

    Configure call flows with a drag-and-drop editor – no fancy IT needed.

Frequently asked questions

Call Center Analytics focus specifically on inbound and outbound calling and phone conversations. Contact Center Analytics include call center analytics, but also include data and insights from other communication channels – such as chat, social (Facebook and Instagram), SMS and more.
By getting a better picture into all your team’s customer interactions and drilling down into specific stats and KPIs, you’ll uncover your highest-ROI activities. Use these valuable insights to make informed, data-driven decisions.
GoTo Contact Center comes with several preset dashboards - the Resolved Conversations Dashboard, Queue Callers Dashboard, Agent Performance Dashboard, and Supervisor Dashboard. You can also customize your own dashboard with your own filters and KPIs.

Powerful insights. Better outcomes.

Experience call center analytics in Contact Center today.

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