Phone performance in real time.
Calls per hour. Average wait time. Conversion per industry. Sentiment trend per agent. Live dashboard, weekly reports, BI export. Included in your voiceOne plan from £29/month.
Why dedicated phone analytics?
Because ‘felt busy again’ is not a metric. And because conversion without phone data is half the story.
The KPIs that matter
Calls per hour, average wait, pickup rate, conversion to appointment / lead / sale — the metrics you need, not 100 vanity ones.
Live without lag
What’s happening right now? Who has the longest queue? Who’s in the longest call? Live wallboard for reception or contact-centre.
Weekly report automatic
Every Monday at 7am in your inbox: previous week, comparison, trends, anomalies — as PDF and Slack/Teams message.
Export for your BI
CSV, REST API, push to Looker / Tableau / Power BI / Google Sheets. With workflow triggers on thresholds.
Dashboard features
Everything you need to manage a phone operation — without Excel hacking.
Per hour, day, agent
Today, week, month. Compared to previous week and year. Time-of-day and day-of-week patterns auto-detected.
- Heatmap by day/hour
- Seasonal adjustment
- Anomalies auto-flagged
Live service level
Average wait, service level (e.g. 80 % under 30 s), abandonment rate. Per queue, per language.
- Threshold alerts
- Vs previous week
- Bottleneck detection
Call to appointment / lead / sale
Which calls end in booking? Which in CRM lead? Which in nothing? Per industry, agent, time-of-day.
- Funnel visualisation
- Drill down to single call
- Custom goals
Mood over time
How was sentiment this week? Where’s escalation happening? Per agent, per industry.
- Week-on-week
- Top-3 escalation calls
- Click-through coaching markers
What’s being called about
AI classification of every call. Top-10 topics per week. What’s new vs previous week.
- Topic trends over time
- Keyword cloud
- Drill to call
Your own analysis
Data into CSV / Google Sheets / Looker / Tableau / Power BI / REST API.
- Scheduled exports
- Webhook triggers on threshold
- Paginated REST API
voiceOne vs. Aircall Analytics vs. Dialpad Analytics
Honest comparison. Aircall and Dialpad both have analytics modules. voiceOne differs in pricing and AI sentiment.
| Feature | voiceOne | Aircall Analytics | Dialpad Analytics |
|---|---|---|---|
| Entry price | £29/mo total | $40/user/mo (Pro) | $25/user/mo (Business) |
| Live dashboard | Inc. | Inc. | Inc. |
| AI sentiment | Inc. | Add-on | Pro tier |
| Topic classification | Inc. | Add-on | Add-on |
| BI export | CSV, REST, Sheets, BI | CSV + API | Looker native |
| Conversion tracking | Call to lead/booking | DIY | DIY |
| Weekly email report | Inc. | Inc. | Inc. |
| Server location | UK/Germany | US, EU optional | US |
| UK English support | Yes | Yes | Yes |
| Included in plan | Yes, £29 | Add-on | Business plan |
As of 05/2026 — all prices per the providers’ public pricing pages. We refresh this table quarterly.
How our customers use it
Three real configurations.
Dental group Yorkshire
Live wallboard at every site. Cross-site comparison, occupancy, average wait. Staff planning based on weekly numbers.
Sports retailer Manchester
Per-agent conversion tracking. Seasonal top topics. Sentiment trend flags stress phases. Training budget prioritised by sentiment data.
Chartered accountants London
Sunday-night BI export into Power BI. Weekly performance per advisor. Client queries classified (VAT, payroll, year-end) for staff planning.
Included in your voiceOne plan
Talk to an analytics specialist
30 minutes with our analytics specialist. We co-design a KPI set for your industry.
Frequently asked questions
Phone systems measure volume and duration. voiceOne also measures conversation — topics, sentiment, conversion. Difference between ‘how many calls?’ and ‘how valuable were they?’.
Live dashboard with under 30 seconds delay. AI classification (sentiment, topic) takes about 2 minutes after call end. Weekly report at Monday 7am.
Google Sheets (auto-push), Looker (BigQuery sync), Tableau (REST API), Power BI (REST API), CSV export via FTP/S3. Custom tools via open REST API.
Yes. Custom goal tracking (e.g. ‘caller said the word "booking" = positive’). Custom classifications feed into the nightly auto-score.
Yes. Staff-specific KPIs are opt-in per staff and documented in works-council agreements. Pseudonymisation supported. Audit log of analytics access.
None. All analytics data stays on voiceOne servers in UK/Germany. AI classification runs in EU region (Gemini on Vertex AI EU-west4).
Nothing. In your voiceOne plan from £29/month. BI export, weekly report, live dashboard, all KPIs — without add-ons.
Live dashboard active in 10 minutes.
Connect account, choose KPIs, done. 14-day free trial.