Phone performance in real time.
Call volume per hour. Average waiting time. Conversion rate per sector. Sentiment trend per employee. Live dashboard, weekly reports, BI export.
Why a dedicated telephony analytics dashboard?
Because "A feeling that things were busy again" is not a control metric. And because conversion rate without telephone data is only half the truth.
Truly important KPIs
Call volume per hour, average waiting time, recording rate, conversion to appointment / lead / sale — the numbers you really need, not 100 vanity metrics.
Live with no lag
What's happening right now? Who currently has the longest queue? Which employee is on the longest call? A live tile dashboard for the screen at head office.
Weekly report automatically
Every Monday at 7 o'clock in your inbox: previous week, comparison, trends, anomalies — as a PDF and as a Slack/Teams message.
Export for your BI
Data as CSV export, REST API, or a direct push into Looker / Tableau / Power BI / Google Sheets. With a workflow trigger at thresholds.
Features of the dashboard
Everything you need to steer your phone setup — without Excel tinkering.
Per hour, day, employee
Today, week, month. Compared with the previous week and previous year. Time-of-day and weekday patterns automatically detected.
- Heatmap by weekday/hour
- Seasonal adjustment
- Anomalies automatically flagged
Service level live
Average waiting time, service level (e.g. 80% under 30 s), abandonment rate. Per queue, per language.
- Threshold alerting
- Comparison day vs. previous week
- Bottleneck detection
Call to appointment / lead / sale
Which calls end in a booking? Which in a CRM lead? Which in nothing? Per sector, per employee, per time of day.
- Funnel visualisation
- Drill-down to an individual call
- Self-definable goal tracking
Mood over time
How was the mood this week? Where is it escalating? Sentiment index per employee and sector.
- Week-on-week comparison
- Top 3 escalation calls
- Clickable coaching markers
Who's calling about what
AI classification of all calls automatically. Top 10 topics per week. What was new compared to the previous week?
- Topic trends over time
- Keyword cloud
- Topic drill-down to calls
Your own reports
Data in CSV / Google Sheets / Looker / Tableau / Power BI / via REST API.
- Scheduled exports
- Webhook trigger on threshold
- REST API with pagination
voiceOne vs. Aircall Analytics vs. Dialpad Analytics
An honest comparison. Aircall and Dialpad are strong telephony tools, both have analytics modules. voiceOne differs above all in pricing and in AI sentiment integration.
| Feature | voiceOne | Aircall Analytics | Dialpad Analytics |
|---|---|---|---|
| Live dashboard | Included | Included | Included |
| AI sentiment | Included | Add-on | From Pro |
| Topic classification | Included | Add-on | Add-on |
| BI export | CSV, REST, Sheets, BI | CSV + API | Looker integrated |
| Conversion tracking | Call-to-lead/appointment | Build your own | Build your own |
| Weekly report by email | Included | Included | Included |
| GDPR/server location | Germany | US, EU optional | US |
| DACH language specifics | German, Swiss German | No | Limited |
How our customers deploy it
Three real configurations.
Practice group Bayern
Live dashboard at reception at every location. Location comparison, utilisation, average waiting time. Staffing is planned weekly based on these figures.
Sports outfitter, Northern Germany
Conversion tracking per staff member. Top caller topics per season. Sentiment trend identifies stress phases. Training budget is prioritised based on sentiment data.
Firm Berlin
BI export every Sunday evening into Power BI. Weekly performance per tax advisor. Client enquiries classified by topic (USt, BiSt, Lohn) for staff planning.
Included in the voiceOne plan
Get in touch with us for a bespoke quote. We configure volume, users and add-ons to suit your sector.
Request a personal consultation
30 minutes with an analytics consultant. We build a KPI set with you for your industry and your control metrics.
Frequently asked questions
Live dashboard activated in 10 minutes.
Link your account, select KPIs, done. 14 days free.