Overview Analytics
Overview Analytics gives your team a clear top-level view of business call activity in one dashboard. Instead of checking separate reports for answered calls, missed calls, invalid numbers, agent activity, and callback performance, Utelenet brings the key operational metrics together in one place.
This is useful for teams that need to understand daily call performance quickly. The dashboard helps show total calls, answered calls, missed calls, invalid numbers, answer rate, call volume trends, peak hours, and call quality indicators, so the team can see where communication is working well and where attention is needed.
Overview Analytics also helps connect call activity with practical business decisions. By reviewing missed call reasons, callback performance, agent performance, and invalid calls by agent or line, teams can improve response speed, reduce missed opportunities, and understand which parts of the call workflow need better control.
Technical setup
- Total calls, answered calls, missed calls, and invalid numbers
- Call volume chart by selected date range
- Answer rate and call quality breakdown
- Peak hours for call activity
- Missed call reasons and callback performance
- Agent performance and invalid calls by agent or line
This helps solve scattered reporting, slow performance review, unclear call quality, missed call visibility, weak callback tracking, and the need to manually combine call data from different parts of the system.
Call Analytics
Call Analytics helps your team understand call performance across the full business calling workflow. Utelenet brings together total calls, answered calls, missed calls, invalid numbers, answer rate, callback activity, and call quality metrics in one clear analytics view.
This is useful for teams that need to see not only how many calls were made, but also what happened with those calls. The dashboard helps track call volume, answered and missed call trends, invalid number issues, peak calling hours, missed call reasons, and recovery activity after missed conversations.
Call Analytics also makes it easier to compare performance by agent, line, or selected period. Teams can understand where response speed is strong, where missed calls need attention, which hours have the highest activity, and which call sources may create invalid or failed call attempts.
Technical setup
- Total calls, answered calls, missed calls, and invalid numbers
- Call volume chart by selected period
- Answer rate and call quality breakdown
- Peak hours and best time windows for call activity
- Missed call reasons and callback recovery tracking
- Agent performance, invalid calls by agent or line, and summary insights
This helps solve unclear call performance, weak missed call visibility, low answer rate control, invalid number issues, poor callback tracking, and the need to manually compare call data across agents, lines, and time periods.
Agent Performance
Agent Performance helps your team understand how each agent handles customer conversations across real call activity, answer rate, call duration, missed calls, risk signals, and conversation quality indicators. Instead of checking only the number of calls, Utelenet gives a clearer view of how calls are handled and where agent performance can improve.
This is useful for sales, support, service, and call center teams that need to compare agent activity, review conversation quality, and identify coaching opportunities. The dashboard can show reviewed calls, positive emotion, risk calls, coaching items, and AI-style performance scores based on available call data and conversation signals.
Agent Performance also helps make team review more focused. With filters by agent, date range, call type, emotion, and score, teams can quickly find the conversations that need attention, compare performance trends, and understand which agents may need support, training, or follow-up review.
Technical setup
- Agent filters by date range, call type, emotion, and AI score
- AI agent score, reviewed calls, positive emotion, risk calls, and coaching items
- Score breakdown for empathy, clarity, confidence, script match, closing, and objection handling
- Selected agent summary with answer rate, duration, missed calls, and performance overview
- Emotion trend and emotion distribution across reviewed calls
- Agent leaderboard, conversation insights, and AI coaching queue
This helps solve unclear agent performance, slow manual review, weak coaching visibility, missed risk signals, inconsistent call quality, and the need to manually compare agent activity across many calls.
Team Performance
Team Performance helps you understand how different teams, groups, and operational users handle customer calls. Instead of checking every agent separately, Utelenet gives a higher-level view of team productivity, answer rate, workload, callback recovery, risk calls, and overall team health.
This is useful for companies where managers, team leaders, and assigned agents work in groups. The dashboard makes it easier to compare manager groups, review answered, missed, and invalid calls, and understand which teams are performing well and which teams need more attention.
Team Performance also helps connect call activity with operational quality. By using filters for group, date range, shift, call type, and health score, teams can review performance by period, spot workload pressure, and identify where response speed or follow-up recovery should improve.
Technical setup
- Team AI score, total calls, answer rate, callback recovery, and risk calls
- Filters by group, date range, shift, call type, and health score
- Manager group call comparison for answered, missed, and invalid calls
- Team workload and activity trends by selected period
- Team health summary with productivity and attention signals
- Manager action items for follow-up, coaching, and operational review
This helps solve unclear team performance, uneven workload, missed follow-up opportunities, weak group comparison, slow operational review, and the lack of one clear view for team-level call productivity.
Queue Analytics
Queue Analytics helps your team understand how call queues are performing during busy hours. Instead of only seeing that calls are waiting, Utelenet shows queue load, average wait time, longest wait, abandoned calls, service level, and agent availability in one clear view.
This is useful for sales, support, billing, service, and call center teams that manage several queues or departments. The dashboard helps show how many calls are entering each queue, how many are answered, where customers wait too long, and where abandonment starts to increase.
Queue Analytics also helps teams improve staffing and routing decisions. With SLA breakdown, queue health summaries, wait time trends, department-level performance, and AI recommendations, it becomes easier to understand when more agents are needed and which queues need attention.
Technical setup
- Queue load, calls in queue, and current live queue status
- Average wait time, longest wait, and abandoned calls
- Service level tracking by SLA target
- Agent availability and agents online by queue
- Queue volume, wait time trends, and SLA breakdown
- Queue by department with incoming, answered, abandoned, wait time, and status data
This helps solve long customer wait times, abandoned calls, unclear queue pressure, weak SLA control, uneven agent availability, and the lack of visibility into which departments need faster response or more staffing.
Message Analytics
Message Analytics helps your team understand how customer messages perform across SMS, WhatsApp, Telegram, and email. Instead of looking only at how many messages were sent, Utelenet shows the full message journey from sent and delivered to read, replied, failed, and response time.
This is useful for sales, support, service, and marketing workflows where follow-up quality matters. Teams can compare channels, track campaign performance, understand delivery problems, measure reply rates, and see how quickly customers respond after messages are sent.
Message Analytics also helps improve customer communication over time. By reviewing delivery funnels, response time, channel health, failed messages, and campaign results, teams can understand which messages work better and where communication needs clearer timing, stronger text, or better call-to-action.
Technical setup
- Analytics for SMS, WhatsApp, Telegram, and email
- Sent, delivered, read, replied, and failed message tracking
- Delivery funnel from sent messages to real customer replies
- Average response time and daily message activity trends
- Channel health summary with delivery rate, reply rate, and AI suggestions
- Campaign performance by channel, audience, status, and message type
This helps solve unclear message performance, weak follow-up tracking, low reply visibility, failed delivery issues, slow customer response analysis, and the need to manually compare SMS, WhatsApp, Telegram, and email results.
CSAT — Customer Satisfaction Score
CSAT, or Customer Satisfaction Score, helps your team understand how satisfied customers are after calls, messages, support conversations, and follow-up interactions. Instead of looking only at operational numbers, Utelenet connects satisfaction scores with real feedback, emotion tags, mood keywords, and service recommendations in one clear view.
This is useful for sales, support, service, and customer experience teams that want to understand not only what happened during the interaction, but how the customer felt after it. Teams can review feedback across calls, WhatsApp, email, and other channels, then identify positive experiences, risky conversations, and service areas that need attention.
CSAT also helps turn customer feedback into practical improvement. With satisfaction trends, reason split, voice-of-customer feedback, mood keywords, and agent happiness insights, teams can see what customers appreciate, what creates frustration, and where the service process should be improved.
Technical setup
- Customer Satisfaction Score tracking
- Overall CSAT score and customer happiness index
- Feedback tracking across calls, WhatsApp, email, and other channels
- Voice of Customer feedback with AI sentiment labels
- Mood keywords grouped into positive and negative themes
- CSAT pulse, satisfaction trends, and negative feedback tracking
- Reason split, customer satisfaction journey, and agent happiness matrix
This helps solve unclear customer satisfaction, missed frustration signals, weak feedback analysis, slow service quality review, and the lack of one clear place to understand why customers are happy or unhappy.
Sentiment Reports
Sentiment Reports help your team understand the emotional direction of customer conversations across calls, messages, agents, teams, and topics. Instead of reviewing conversations only by volume or activity, Utelenet shows positive, neutral, negative, and high-risk sentiment patterns in one clear reporting view.
This is useful for sales, support, service, and customer experience teams that need to understand how customers feel over time. The dashboard can show team sentiment trends, sentiment distribution, emotion intensity, top agents by positive sentiment, weak topics, risk sources, and conversations that may need manager review.
Sentiment Reports also help teams move from general feedback to practical action. When sentiment is connected with topics, channels, AI summaries, risk reports, and agent performance, it becomes easier to identify where customers are satisfied, where frustration is increasing, and which conversations should be reviewed first.
Technical setup
- Positive, neutral, negative, and high-risk sentiment reporting
- Filters by team, period, channel, sentiment, topic, and AI risk level
- Team sentiment trend and sentiment distribution charts
- Emotion intensity tracking for calm, engaged, confused, frustrated, and urgent signals
- Top agents by positive sentiment and team-level emotional performance
- AI risk reports for pricing objections, long waiting time, repeated unclear next steps, and other sensitive patterns
This helps solve unclear customer mood, missed frustration trends, weak risk visibility, slow conversation review, inconsistent service quality, and the need to manually search through calls and messages to understand emotional patterns.
Revenue & Sales Analytics
Revenue & Sales Analytics helps your team connect customer communication with real sales outcomes. Instead of looking at calls, messages, deals, and pipeline activity separately, Utelenet brings revenue, closed deals, conversion rate, average deal value, open pipeline, lost revenue, and sales performance into one clear analytics view.
This is useful for teams that want to understand which conversations create revenue and where opportunities slow down. The dashboard helps track sales trends, deal movement, lead sources, agent activity, product or plan performance, and follow-up impact across the selected period.
Revenue & Sales Analytics also helps the team see where attention is needed next. With AI revenue summaries, sales funnel visibility, revenue by source, pipeline forecasts, and at-risk opportunities, it becomes easier to identify strong channels, recover pending deals, and improve follow-up after pricing questions or missed sales moments.
Technical setup
- Total revenue, closed deals, conversion rate, average deal value, open pipeline, and lost revenue
- Filters by period, team, agent, source, deal status, and product or plan
- Revenue trend with pipeline and AI forecast by week
- AI revenue summary with sales assessment, best source, forecast, and at-risk revenue
- Sales funnel from new leads to won deals
- Revenue by source, pipeline view, renewals, and sales recommendations
This helps solve unclear sales performance, weak pipeline visibility, missed revenue opportunities, slow deal follow-up, poor source comparison, and the need to manually connect calls, messages, deals, agents, and revenue data.
Custom Reports
Custom Reports help your team build simple, focused reports from the data that matters most to the business. Instead of using one fixed dashboard for every question, Utelenet lets you choose the metrics, sections, period, team, format, and schedule needed for a specific report.
This is useful for teams that need regular reporting across calls, agents, messages, revenue, queue performance, customer satisfaction, and AI insights. You can create executive summaries, agent reports, revenue reports, customer satisfaction reports, or custom internal views for different departments and management needs.
Custom Reports also make reporting easier to repeat. Teams can preview the report before export, save report drafts, use ready-made templates, schedule recurring reports, and export the final version in the format they need.
Technical setup
- Custom report builder with selected metrics and sections
- Reports for calls, agents, messages, revenue, queues, CSAT, and AI insights
- Live preview before export
- Executive, agent, revenue, and customer satisfaction templates
- PDF, Excel, and raw data export options
- Saved reports, scheduled reports, and manual export
This helps solve scattered reporting, manual report preparation, repeated spreadsheet work, unclear management summaries, and the need to collect data from multiple dashboards before making decisions.
Call Center Software Solutions
Utelenet gives teams call center software solutions with VoIP, cloud PBX, IVR, smart routing, recordings, AI summaries and real-time analytics.
