Most contact centers are drowning in metrics and starving for insight. According to ICMI’s State of the Contact Center 2024 survey, teams focus most on abandonment rate (85%), average handle time (84%), quality (77%), average speed of answer (76%), and agent productivity (74%), but just 38% measure agent satisfaction. That disconnect is precisely what a dashboard reveals or obscures. A strong dashboard translates call data into actionable insights that drive decision-making in real time. A weak dashboard, on the other hand, simply tallies calls and calls it insight. 

Below is a compilation of over 50 call center analytics dashboards that you can evaluate today. They’re loosely categorized across end-to-end CCaaS solutions, conversation intelligence, helpdesk, CRM and CX, quality and workforce, sales and revenue, and business intelligence platforms. Each listing includes a link, a short description of that dashboard’s capabilities, and three to four key features pulled from each vendor’s website. Think of this as a tool to create your shortlist, not a ranked list of vendors. What’s best for a 40-seat customer support team will likely be far from ideal for a 4,000-seat financial services organization.

One trend is reshaping the entire category.  The majority of dashboards continue to report on what already occurred, built around transcripts and post-call scoring. An additional layer is emerging that examines the audio of every call as it happens in real time, detecting the tone, stress and intent lost in a traditional transcript. We build that layer at Modulate, and you'll find it included among the tools below.

Interactive guide

50 Call Center Analytics Dashboards

All categories Business intelligence CCaaS Conversation intelligence Helpdesk, CRM & CX Quality & workforce Sales & revenue

Dashboard ↕	Vendor ↕	Category ↕	Notable feature

About this list

50 call center analytics dashboards compared by Modulate, July 2026. Each tool links to the vendor's official analytics or reporting page. Descriptions and features are drawn from vendor documentation. Categories are Modulate's grouping. This list is informational and not an endorsement. Modulate builds Velma, a real-time voice-intelligence platform.

50+ best call center analytics dashboards

CCaaS platforms

Five9 Reporting and Analytics

Five9 - CCaaS platform

Five9 Reporting and Analytics aggregates disconnected contact center data into dashboards and reports with real-time and historical perspectives. Designed with agents, supervisors, managers and executives in mind, Five9 Reporting and Analytics delivers visibility across CCaaS, CRM, workforce engagement, and AI workflow data. Its power lies in its deep cross-system aggregation capabilities, extensive library of pre-built reports, and role-based insights. Each stakeholder can focus on the metrics that matter to their role.

• 140+ pre-built reports plus a custom report builder
• Customizable dashboards that blend real-time and historical data
• Scheduled reporting with flexible delivery options
• Consolidation from multiple sources (CCaaS, CRM, WEM and AI workflows)

Genesys Contact Center Analytics and Reporting

Genesys - CCaaS platform

Genesys provides contact center analytics and reporting tools to keep teams on top of performance across voice and digital channels. Live and historical reporting are available for supervisors, administrators, agents and executives through customizable dashboards and real-time reporting. Features include live alerts based on queues, users and conversations, as well as artificial intelligence (AI)-powered speech and text analytics with sentiment analysis.

• Real-time dashboards that feature alerts based on queues, users and conversations
• Automatic speech and text analytics powered by AI with sentiment and intent mining
• 30+ pre-built dashboards included with Analytics as a Service
• Export and integrate your data through APIs, EventBridge and CRM connectors

Talkdesk Interaction & Quality Analytics

Talkdesk - CCaaS platform

Talkdesk Interaction & Quality Analytics converts conversation data into intelligence, combining generative AI with automated QA to identify friction and reveal automation potential. Designed for contact center teams across voice, chat and digital channels, it analyzes 100% of conversations, along with real-time 24/7 monitoring and benchmarking.

• Provides conversation analytics with sentiment, emotion and intent analysis
• 24/7 real-time dashboards, sensors and automated escalation notifications
• Generative AI-powered insights to identify emerging issues
• Automated QA evaluations as well as benchmark data and reporting APIs

Amazon Connect Customer

Amazon Web Services - CCaaS platform

Amazon Connect Customer is an AI-driven conversational analytics platform that assesses conversations for voice, chat, and email channels. Amazon Connect Customer was built specifically for the contact center to provide post contact summaries, PCI and PII redaction from transcripts and audio recordings, and to analyze agent against script compliance in real time. Managers can identify coaching opportunities from a centralized location.

• Creates automated post-contact summaries to reduce after-contact work
• Includes sentiment analysis with sentence-level transcripts
• Provides real-time monitoring of agent and AI-agent script compliance
• Automatically redacts PCI and PII from chats, emails, audio recordings, and transcripts

Twilio Flex Insights

Twilio - CCaaS platform

Twilio Flex Insights, also known as Historical Reporting, gives you conversation analytics and performance monitoring capabilities so managers can drill from high-level KPIs all the way down to the individual conversation segments. Device-optimized dashboards monitor your most important metrics and notify supervisors when limits are exceeded, and there’s even a conversation player to help with quality assessment and feedback coaching.

• Device-optimized KPI dashboards with threshold alerts
• Drag-and-drop builders to create custom tables and charts
• Conversation player to review conversations and run QA
• Analytics Portal with custom dashboards, exports, and scheduled reporting

8x8 Analytics 

8x8 - CCaaS platform

8x8 Analytics brings real-time reporting with Voice, Text and Sentiment Analytics along with a Supervisor Workspace to help leaders gain impactful insight into every customer touchpoint. 8x8 Analytics aggregates multichannel data, applies advanced sentiment analysis to understand customer emotion and surfaces conversation analytics to review interactions, all integrated with 8x8 routing, agent assist and workforce engagement.

• Gain real-time insights into your voice, text and sentiment data
• Decode customer emotions with advanced sentiment analysis 
• Increase agent performance with analytics and coaching tools built into Supervisor Workspace
• Integrate with omnichannel routing, agent assist, and Workforce Engagement and Management (WEM) solutions

RingCentral RingCX

RingCentral - CCaaS platform

RingCentral RingCX provides managers and supervisors with visibility into agent activity and customer journeys from voice, email, chat and social. RingCX includes customizable real-time dashboards with live widgets, historical reporting with more than 200 pre-built reports and custom creation options, plus speech analytics, text analytics, sentiment analysis and predictive forecasting capabilities.

• Customizable real-time dashboards with live widgets 
• 200+ pre-built reports with custom report creation 
• Speech and text analytics with sentiment analysis
• Agent scorecards, leaderboards, surveys and CSAT tracking

Nextiva Customer Analytics

Nextiva - CCaaS platform

Operations, sales, CX and marketing teams gain visibility into the contact center with Nextiva. Live dashboards display your active interactions, wait times and agent status. Pre-built reports include over 250 templates and a drag-and-drop report builder. Artificial intelligence adds intelligence with sentiment analysis, automated transcription and anomaly detection.

• Live dashboards track active conversations, wait times and agent status
• Over 250 report templates and drag-and-drop report builder
• AI-powered analytics include sentiment, transcription and intent 
• Wallboards, leaderboards, gamification and per-channel CSAT scores

Vonage Real-Time Analytics Dashboards

Vonage - CCaaS platform

Vonage Real-Time Analytics Dashboards allow managers, supervisors and agents to keep an eye on individual and team performance through customizable dashboards composed of predefined widgets. Vonage tracks calls, chat and email across a single interface, triggers automatic notifications when metrics fall below predetermined thresholds and surfaces key metrics inside Salesforce and other CRMs. 

• Customizable dashboards built from predefined widgets
• Threshold-based automatic notifications
• Historical and real-time data with custom reports
• Read and analyze metrics inside Salesforce and other CRMs

Aircall Analytics+

Aircall - CCaaS platform

Analytics+ is Aircall’s premium analytics add-on that provides deeper insights into your call activity. Analytics+ empowers sales and support teams with unlimited history, advanced filtering and drill-down options. Information is presented in easy-to-understand, goal-focused reports around user activity, missed calls and outbound calls. Highly configurable visualizations with trend analysis and raw data export allow executives to make staffing and product decisions. 

• Unlimited call history with advanced filtering and drill-down
• Goal-focused reports for activity, unanswered and outbound calls
• Flexible visualizations with trend and correlation analysis
• View and export raw data from the dashboard

CloudTalk Analytics

CloudTalk - CCaaS platform

CloudTalk Analytics transforms your inbound and outbound call data into real-time dashboards that managers, support teams and sales organizations can use to improve CX. Live agent activity is tracked alongside queue depth and wait times, historical reporting is enhanced, and an AI conversation intelligence layer is applied to provide transcription, sentiment analysis, topic extraction and talk-to-listen ratios. These features are available across more than 100 different integrations.

• Real-time agent activity, queue depth and volume tracking
• Historical reporting at both the group and agent level
• AI-powered conversation intelligence with automatic transcription and sentiment analysis
• KPI dashboards for FCR, AHT and service level, exportable as CSV or PDF 

Freshcaller Reporting and Analytics

Freshworks - CCaaS and helpdesk

Freshcaller reporting and analytics lives inside Freshworks’ cloud contact center solution. Built to capture and understand call data, it helps companies fine-tune their operations. Aimed at support and sales teams large and small, Freshcaller features live dashboards with CSAT, call volumes and service level metrics, as well as deep Freshdesk integration that brings every channel’s history together.

• Live dashboards with CSAT, call volumes and service level tracking
• Call recordings, transcripts and other call-lifecycle information 
• Agent monitoring with supervisor listen-in and playback capabilities
• Freshdesk integration pulls in cross-channel history 

UJET Advanced Reporting

UJET - CCaaS platform

UJET Advanced Reporting is the analytics component of UJET's cloud contact center solution, which combines an Enhanced Reporting Suite with Spiral by UJET (conversational analytics). Features include pre-built dashboards that provide summaries of key metrics, the ability to drill-down into individual calls, chats and agent records view, a drag-and-drop report builder and predictive forecasting.

• Pre-built dashboards that provide summaries of key metrics
• Drill-down into individual calls, chats and agent records view
• Drag-and-drop report builder with predictive forecasting
• Spiral provides conversational analytics across voice, chat, email and social

Ozonetel Real-Time Analytics and Dashboards

Ozonetel - CCaaS platform

Ozonetel’s cloud call center platform includes real-time analytics and dashboards for keeping tabs on your operation. Campaigns, queues and KPIs are tracked through live dashboards, while supervisors have a view of SLAs and more than 100 different performance parameters. Real time and historical analytics are available and can be linked to Ozonetel’s dedicated speech analytics, quality audit, and live call monitoring applications.

• Live dashboards that track campaigns, queues and KPIs
• Monitor SLAs and over 100 different performance parameters
• Real time and historical analytics combined
• Live call monitoring allows for real-time agent visibility

Enghouse Insights and Analytics

Enghouse - Interactive CCaaS platform

Enghouse Insights and Analytics is a contact center reporting suite that allows users to access reports, dashboards and business intelligence. Customers can monitor centers in real-time, track key performance indicators (KPIs) such as handle times and first-call resolution (FCR) and analyze call patterns to determine peak hours. New features include predictive analytics, secure live call monitoring and AI-driven agent evaluation using natural language processing (NLP).

• Enrich reporting with real-time monitoring 
• Automatically track KPIs including handle times and FCR
• Evaluate call patterns to discover peak hours 
• Review 100% of interactions with AI-enhanced agent monitoring

Helpdesk, CRM and CX platforms

Zendesk Analytics

Zendesk - Helpdesk and CX

Zendesk Analytics provides reporting and dashboards for service teams to drive better outcomes from their support data. Zendesk Analytics is ideal for service managers as well as support operations teams and groups managing human or AI-powered agents. Key features include omnichannel visibility in one place, real-time monitoring and analytics, and natural language Quick reports that create insights from a simple description.

• Built-in dashboards and a custom report builder 
• Quick reports generated from plain-language prompts
• Real-time monitoring across channels with views on agent productivity
• Track your AI agents’ performance and generate shareable, exportable reports

Zoho Desk Reports and Analytics

Zoho - Helpdesk and CX

Zoho Desk reporting and analytics empowers service teams to track and enhance service quality. It includes built-in dashboards covering key service metrics, a custom report builder and scheduled emailed reports. Additionally, Advanced Analytics powered by Zoho Reports includes pre-built reports, a drag-and-drop report builder along with CSAT surveys and daily digests.

• Pre-built dashboard reports on key help desk metrics 
• Create custom reports with scheduled emailed delivery 
• Advanced Analytics powered by Zoho Reports with drag-and-drop builder
• CSAT surveys, ratings and daily digest summaries

HubSpot Service Analytics

HubSpot - Helpdesk and CX

Service Analytics is HubSpot’s native reporting found in Service Hub that allows support teams to track satisfaction and performance with customizable, pre-built dashboards. Quickly get insight into your support operations with out-of-the-box reports on representative productivity (think: time to close, chat response time, tickets opened/closed) and CSAT and post-support survey responses.

• Pre-built dashboards for tracking agent productivity 
• Automatic CSAT scoring and post-support survey response tracking
• Visibility into support volume trends and peak periods
• Enterprise analytics for tracking post-ticket revenue and customer journeys

Kustomer Reporting and Analytics

Kustomer - Helpdesk and CX

Kustomer Reporting and Analytics empowers you with AI that turns CX data into actionable direction by summarizing performance, surfacing anomalies and recommending staffing or coaching interventions. Gain real-time visibility across queues, channels and metrics with flexible, custom report building and pre-built dashboards. Kustomer's AI Data Explorer allows you to ask natural language questions to gain insights from your data. 

• Real-time visibility across queues, channels and metrics
• Custom report builder as well as pre-built dashboards 
• SLA, CSAT and handle time data in real time
• Ask questions in natural language with AI Data Explorer

Intercom Reporting

Intercom - Helpdesk and CX

Intercom Reporting powers the analytics layer of Intercom’ helpdesk software. Intercom Reporting tracks the performance of both humans and AI agents in a single dashboard. It includes 12 pre-built templates as well as AI-generated conversation topics based on recurring issues. The custom report builder includes nine chart types, drag-and-drop layouts, advanced filtering and targeting abilities.

• 12 pre-built templates blending human and AI metrics
• AI generated conversation topics surfacing recurring issues 
• Custom report builder with nine chart types
• Drill-in to charts, period over period comparison, and CSV or API export

Salesforce Intelligent Service Analytics

Salesforce - CRM and CX

Salesforce Intelligent Service Analytics brings together customer feedback, sentiment and performance data into comprehensive dashboards so service leaders can track their human and AI agents' performance. It highlights trends across all interactions, measures CSAT and NPS scores using pre-built dashboards and associates sentiment with your entire engagement history with Customer 360 data. Agentforce also automatically summarizes issues and creates knowledge articles.

• Pre-built dashboards for CSAT, NPS and service productivity
• AI sentiment analytics across every interaction
• Agentforce AI summarizes issues and writes knowledge articles
• Customer lifecycle maps that trigger multi-channel surveys

Microsoft Dynamics 365 Customer Service Omnichannel Insights

Microsoft - CRM and CX

Gain historical insights on assisted support conversations from voice, chat, and digital channels with Dynamics 365 Customer Service Omnichannel insights. Accessible dashboards include Summary, Conversation, Queue, Voice, Agent, Bot, and outbound. Each dashboard surfaces key operational KPIs while allowing you to filter by channel, queue, agent, and time zone. You can also see how your Copilots and bots are contributing.

• 8+ pre-built dashboards including Voice, Agent and Bot conversation views
• Filter by channel, queue, agent, conversation status, and time zone
• Customize visuals, then create and use saved bookmark views
• View your Copilot and AI-agent performance alongside human agent KPIs

Qualtrics Frontline Care

Qualtrics - CX and voice of customer

Deliver Intelligent CX with Qualtrics Frontline Care's contact center solution built on Qualtrics AI. Score and analyze every interaction with interactive AI dashboards that surface strengths and weaknesses, automatic real-time scoring of every interaction your agents have and coaching insights that highlight specific examples using sentiment analysis and trending- topic detection.

• AI interactive dashboards surface strengths and weaknesses 
• Automatic real-time scoring of 100% of agent interactions
• Advanced sentiment analysis of your contact center calls and chats
• Coach on specific interactions with AI driven insights

Medallia Speech

Medallia - CX and voice of customer

Medallia Speech Analytics transcribes and analyzes your recorded calls to unlock conversations and create operational insight. From multilingual transcription in dozens of languages, to acoustic analysis of silence, overtalk and emotional tone to pinpointing pain points, Speech Analytics delivers Automated Scores that combine powerful language understanding and survey metadata to track FCR, NPS and sentiment.

• Transcription in dozens of languages 
• Analyzes silence, overtalk and emotional tone
• Automated Scores combining language understanding with survey data
• Dashboards for roles, including individuals, teams, site, and global

Conversation intelligence and real-time voice analytics platforms

Velma by Modulate 

Modulate - Real-time voice analytics

Most of the tools discussed in this article analyze calls after they happen. Velma, the voice-intelligence platform from Modulate, listens and scores 100% of your calls in real time, straight from the raw audio stream. Using our Ensemble Listening Model (ELM), we run hundreds of specialized models simultaneously to detect emotion, stress, speaker dynamics, deception indicators and even acoustic authenticity (think deepfakes) that go unnoticed by software relying only on transcripts. Velma is designed to seamlessly integrate with your existing stack and enhance it by sending real-time risk, quality and fraud signals to the dashboards your teams already care about. Learn how Velma works with contact centers on the CX and contact centers page or check out our guide to call center analytics.

• Scores 100% of calls in real time directly from raw audio (does not rely solely on the transcript)
• Uses hundreds of specialized models running together in an Ensemble Listening Model 
• Detects emotion, stress, speaker dynamics, deception cues and acoustic authenticity (deepfakes)
• Works alongside your existing tools and surfaces real-time risk, quality and fraud alerts into your existing dashboards

NiCE Interaction Analytics

NiCE - Conversation intelligence

NiCE Interaction Analytics uses artificial intelligence to transform calls and chats into actionable insight. It’s designed for contact center managers and supervisors, as well as organizations focused on continuous improvement. What makes it unique is its use of generative AI at 100% volume, allowing you to take the analysis of interactions and connect them directly to your quality management, coaching and recording processes.

• Automatically analyze every interaction with AI 
• Drive better insights with generative AI analysis of your interactions
• Seamlessly connect to your quality management, coaching and recording processes
• Performance dashboards that support continuous improvement

Google Cloud Customer Experience Insights (CCAI Insights)

Google Cloud - Conversation intelligence

Google Cloud Customer Experience Insights, formerly Google Cloud Contact Center AI Insights, powers conversational intelligence across the customer journey for care leaders and operations teams. Customer Experience Insights scores every conversation against business and compliance objectives using conditional scorecards with Quality AI. It builds an unsupervised taxonomy of conversation drivers with a Gemini-based topic model and automatically flags important moments with Smart Highlighters.

• Quality AI scoring every conversation with conditional scorecards
• Discovery Engine that uncovers trends and customer intent
• Gemini-based topic model building an unsupervised driver taxonomy
• Smart Highlighters plus sentiment analysis and entity extraction at scale

Dialpad AI CSAT

Dialpad - Conversation intelligence

Dialpad AI CSAT automatically predicts customer satisfaction for every conversation in real time. No longer does CSAT rely on optional surveys with tiny sample sizes. Dialpad’s deep learning models are trained on thousands of conversations to predict satisfaction scores seconds after a call ends. Scores are organized by line of business, department and agent.

• Predicts CSAT on 100% of calls using deep learning
• Scores organized by line of business, department and agent
• Real-time agent assist with AI Live Coach Cards
• Optional SMS survey integration to improve model accuracy

Sprinklr Conversational Analytics

Sprinklr - Conversation intelligence

Sprinklr Conversational Analytics powers Sprinklr Service on our Unified- CXM platform to analyze conversation data (100% of voice, chat, email and social conversations) across 30+ channels to identify patterns and pinpoint root causes. Sprinklr Conversational Analytics is designed for large enterprise contact centers. Its unsupervised AI clustering technology surfaces the top drivers of contact and provides role-specific dashboards with real-time PII redaction for operations, product and compliance teams.

• Automated analysis of 100% of conversations across 30+ channels
• Uses unsupervised AI clustering to surface top drivers of contact
• Provides role-specific dashboards for operations, product and compliance teams
• Automated scoring plus real-time PII redaction, PCI and HIPAA compliance

CallMiner Analyze

CallMiner - Conversation intelligence

CallMiner Analyze uses AI conversation intelligence technology to analyze 100% of your omnichannel interactions, whether they're voice or text. Designed for managers, QA teams, and CX professionals, CallMiner applies transcription, sentiment analysis, and automated topic detection, then utilizes unsupervised machine learning techniques to create predictive models for NPS, churn, and likelihood to purchase.

• Omnichannel data ingestion with transcription in hundreds of languages
• Unsupervised ML models to predict NPS, churn, and propensity to buy
• AI-generated interaction summarization
• Customizable drill-down dashboards with organization-wide alerts 

Verint Interaction Analytics

Verint - Conversation intelligence

Verint Interaction Analytics transforms your voice, chat, email, text and social interactions into cohesive intelligence with AI, NLP and machine learning. Verint Interaction Analytics is ideal for supervisors, QA teams and analysts who need insight into sentiment, agent performance and operational trends. Verint analyzes 100 percent of your recorded calls (not just samples) with natural language search across CX data. 

• Unified analysis of voice, chat, email, text and social
• Uncover sentiment and analyze root causes of customer feelings
• Get built-in real-time alerts on key interaction signals
• Natural language search across CX data, no coding required

Observe.AI Reporting and Analytics

Observe.AI - Conversation intelligence

Observe.AI Reporting and Analytics transforms contact center conversation data into actionable business insights with pre-built and customizable dashboards, configurable alerts, automated reporting and AI-powered search. It's designed for leaders and operations teams who work in banking, healthcare, insurance and hospitality.

• Pre-built and customizable dashboards for executives and teams
• Configure alerts with custom triggers for thresholds and compliance
• Set up automated delivery of reports to external parties by email
• Drill-down into granular detail for analysis 

Cresta Insights

Cresta - Conversation intelligence

Cresta Insights transforms your customer conversations into actionable business intelligence by analyzing 100 percent of your channel interactions to uncover patterns, behaviors and root causes. Built for the enterprise contact center, Cresta Insights delivers differentiated outcome-based intelligence that quantifies discoveries based on sales growth, retention and resolution metrics with no-code model configuration.

• Semantic and behavioral analysis across channels
• Leverage outcome-based intelligence tied to sales, retention and resolution
• Effortlessly build and deploy AI models with no-code configuration
• Customize cross-channel dashboards with one-click workflows

INVOCA Signal AI

Invoca - Conversation intelligence

INVOCA captures first-party data from digital interactions, phone calls and transactions to create real-time buyer context. Marketing teams, contact centers and ecommerce teams use INVOCA, especially in regulated industries. Signal AI mines insights from offline calls.  Dashboards, reports and real-time Smart Alerts expose performance insights and tie media spend to revenue.

• Dashboards, reports and real time Smart Alerts 
• Signal AI pulls insights from offline phone calls
• Marketing attribution that connects media spend to revenue
• APIs deliver insights to CRMs and data warehouses

MiaRec Voice Analytics

MiaRec - Conversation intelligence

MiaRec is an AI conversation intelligence and automated quality management platform that analyzes conversations across channels. It scores 100% of your conversations against customizable scorecards. MiaRec generates structured call summaries and performs call reason detection and outcome tagging. It features configurable real-time dashboards and reporting and an AI Playground to build custom prompts.

• Automatically scores 100% of customer conversations against your QA scorecards
• AI call summaries, call reason detection and outcome tagging
• Configurable real-time dashboards and reporting
• Ask AI natural language querying and automatic redaction

Level AI Analytics

Level AI - Conversation intelligence

Level AI Analytics helps you uncover insights from unstructured omnichannel data. It transforms calls, email, chat, QA reports and conversations into actionable business intelligence your contact center leaders can use to understand agent performance and quality scores across channels. Customize your own reports and charts with filtering and grouping, and use out-of-the-box dashboards that surface dissatisfaction drivers, high effort journeys and root cause analysis of escalations.

• Access omnichannel CX insights from voice, email and chat
• Custom report and chart builder with filtering and grouping
• Create dashboards to see key drivers for dissatisfaction and escalations
• Automated distribution and integration with BI tools via API

Tethr

Tethr - Conversation intelligence

Tethr measures and scores every interaction across calls, chats and cases, helping contact centers reduce costs, churn and improve sales. By transcribing every conversation and scoring it based on customer effort and agent impact (not sampling), Tethr surfaces the drivers of effort and predictive CSAT, pumping insight into pre-built dashboards that highlight developing trends ready for agents and managers to act on.

• Fully automated ASR transcribes and analyzes every interaction
• Score and analyze every interaction based on effort and agent impact plus predictive CSAT scores
• See trends as they happen with pre-built dashboards and real-time trend detection
• Seamless integrations with your CRM and BI tools to power agent coaching

Convin Insights

Convin - Conversation intelligence

Convin Insights reviews 100% of calls, chats and emails to understand why customers are reaching out and at what points in their journey they’re falling off. The platform features real-time topic analysis, objection and competitor mention capture, and more, tying voice-of-customer metrics to CSAT scores and contact volume. Additional features include fully automated call auditing that scores every conversation and highlights risky or off-script calls.

• Real-time topic analysis with customizable tracking 
• Automated 100% call auditing with risk detection
• Capture sentiment and voice-of-customer feedback linked to CSAT scores
• Segmented dashboard views and automated coaching

CallRail Conversation Intelligence

CallRail - Conversation intelligence

CallRail's Conversation Intelligence leverages AI to transcribe and analyze inbound calls so marketers and service teams know what conversations lead to leads. Conversation Intelligence provides three-to-five-sentence call summaries with sentiment read for each transcribed call. It allows businesses to see common questions from Multi-Conversation Insights and even know how customers found them with self-reported attribution.

• Provides AI transcription with three-to-five sentence call summaries
• Analyzes sentiment on each customer and agent interaction
• Multi-Conversation Insights aggregates summaries and questions
• Reports how customers found your business with self-reported attribution

Workforce management and QA platforms 

Calabrio Conversation Intelligence 

Calabrio (Verint) - WFM and quality

Calabrio Conversation Intelligence provides AI analytics that powers the Calabrio ONE platform. Designed to analyze conversations at scale, Calabrio Conversation Intelligence automatically scores every conversation, differentiates customer vs. agent sentiment and surfaces trending contact drivers. Automated quality management, real-time desktop analytics and bot performance tracking generates coaching recommendations.

• Auto QM scores 100% of your interactions with configurable questions
• GenAI-powered sentiment analyzes customer vs. agent emotion
• Trending Topics highlight themes across thousands of conversations
• Create desktop, bot and custom analytics dashboards

NiCE Back Office Performance Management

NiCE - QA and WFM

NiCE Back Office Performance Management, previously known as Playvox, provides ongoing automated feedback and connects coaching to quality outcomes. It automates work assignment which routes evaluations, calibrates reviewers to maintain scoring consistency and links quality metrics to coaching so managers translate evaluation data into actionable coaching.

• Automatically assign work for distributing evaluations 
• Calibration ensures consistent scoring across reviewers
• Deliver automated feedback based on quality scores 
• Directly tie coaching to quality metrics

Scorebuddy BI

Scorebuddy - QA and quality

Scorebuddy BI transforms contact center and CX data into customizable dashboards and reports your QA, operations, product and leadership teams can use. Built on top of Scorebuddy’s QA platform, Scorebuddy BI turns conversation insights, sentiment and key performance metrics into actionable intelligence that can be filtered by agent, team, channel, scorecard, question and time period to quickly identify root causes. 

• Dashboards you can customize to suit your team’s needs
• Filter across multiple dimensions: agent, team, channel and time period 
• Sentiment and CSAT tracking, including bot containment monitoring
• Topic detection and analysis of escalation trends 

Enthu.AI

Enthu.AI - QA and conversation intelligence

Enthu.AI provides automatic call monitoring, quality assurance, and agent coaching solutions for contact centers. Features include AI speech- to-text call transcription, GenAI scoring and custom scorecards applied to every interaction (not just a sample), sentiment analysis, AI call summaries, call calibration to maintain scoring equity, and a searchable call library.

• Automated quality assurance with GenAI scoring and custom scorecards
• AI-powered call transcription, sentiment analysis, and call summaries
• Call calibration and searchable call library 
• PII redaction with robust reporting and 30+ integrations

Zendesk Quality Assurance (Zendesk QA)

Zendesk - QA and quality

Zendesk QA evaluates conversations routed through human agents or AI Agents to maintain consistent service quality. AutoQA scores conversations across channels against out-of-the-box and custom no-code criteria. Spotlight surfaces conversations at-risk for churn, escalations, and knowledge gaps. Real-time QA identifies risks live as conversations are happening and auto routes tickets.

• AutoQA scores 100% of conversations with pre-built and no-code custom categories
• Spotlight detects risk for churn, escalations and knowledge gaps
• Real-time QA flags conversations live as they happen and auto routes tickets
• AI Agent QA scores automated agents 

Assembled Workforce Management

Assembled - Workforce management

Assembled delivers workforce management for customer support teams that do forecasting, scheduling and real-time tracking for both human and AI agents. Use ML to forecast volume across multiple types of work, automatically generate schedules and compare forecast vs. actual in real time by channel. Track occupancy and send adherence alerts to Slack or email.

• ML forecasting for multiple types of work
• Easy automated scheduling with agent self-service 
• Real-time forecast vs. actual dashboards and occupancy rates
• Share capacity plan with vendors for joint management

Balto Real-Time Agent Assist

Balto - Real-time agent assist

Balto surfaces guidance, answers and checklists to agents in real-time during calls. Balto’s customers are contact centers in healthcare, insurance, banking, collections and BPO. Reporting capabilities include transcripts, recordings and dashboards as well as QA scoring agents can see immediately following calls. Agents also receive live in-call alerts from supervisors and AI Answers can be pulled in from a knowledge base.

• Automated live alerts to supervisors highlight potential compliance and quality issues
• QA scoring is integrated and visible to agents immediately after each call
• Capture, search and share historic calls with reporting including transcripts, recordings and dashboards
• AI-powered call summarization integrated with CRM

Sales and revenue platforms

Gong Forecast

Gong - Sales and revenue

Gong Forecast is an AI-powered revenue forecasting product that transforms conversation data from customers into revenue forecasts allowing teams to identify risk, coach reps and confidently call the number. Designed for revenue leaders and RevOps teams, Forecast features an AI Revenue Predictor which utilizes over 300 signals, coupled with deal and account boards to provide visibility into your pipeline.

• Automatic revenue forecasting with AI Revenue Predictor, which uses 300+ signals to forecast deal outcomes
• Keep tabs on your pipeline with Deal Boards and Account Boards
• Forecast analytics to easily track submissions and validations
• AI Deal Monitor and Win/Loss Insights to identify risk

Chorus by ZoomInfo

ZoomInfo - Sales and revenue

ZoomInfo Chorus records and analyzes your customers’ calls, meetings and emails providing revenue teams visibility into deal dynamics and buyer sentiment. Transcribing meetings automatically and surfacing key insights while syncing to your CRM, ZoomInfo Chorus allows managers to pinpoint winning behaviors, reduce onboarding time and track reps adherence to methodology all while surfacing deal momentum and churn risk. 

• Automatically records, transcribes and analyzes calls
• Integrates with CRM to identify deal momentum and churn risk
• Tools to coach employees and identify winning behaviors
• Competitive win/loss reporting and voice-of-customer analysis

Salesloft Conversation Intelligence

Salesloft - Sales and revenue

Salesloft Conversation Intelligence is a module within Salesloft’s Revenue Orchestration Platform. It analyzes sales calls to uncover buyer behavior and seller performance. Salesloft Conversation Intelligence records and transcribes calls then delivers AI call summaries, coachable action items, and manager scorecards. It automatically surfaces competitive mentions, objections, and decision makers while evaluating deal sentiment.

• AI call summaries and coachable action items with manager scorecards
• Identification of competitors, objections and decision makers
• Automated coachable-moment detection
• Tracker Trends visualizes recurring themes across calls

Business intelligence platforms

Microsoft Power BI Call Quality Dashboard templates

Microsoft - Business intelligence

Microsoft offers Power BI query templates downloadable to connect to Call Quality Dashboard data, allowing organizations to analyze their calling and meeting performance within Microsoft Teams. The Quality of Experience Report template includes packaged searchable reports on media health, audio, video, PSTN and network metrics. An Auto Attendant and Call Queue historical template is also available.

• Downloadable Quality of Experience Report template
• Auto Attendant and Call Queue historical template
• Includes network metrics such as jitter, packet loss and latency
• Reports are embeddable as tabs within Teams

Tableau Support and Service Analytics

Tableau (Salesforce) - Business intelligence

Tableau support and service analytics helps teams visualize call center and customer service data to measure performance and enhance customer experience. It brings together data from SQL Server, Oracle, Teradata, Hadoop and more into single views. You can set goals and alerts on key service metrics, analyze call routing through IVR systems, and more. Get started with built-in Accelerators for Salesforce and ServiceNow.

• Set goals and alerts on key service metrics 
• See how calls are routed through your IVR
• Pre-built Tableau Accelerators for ServiceNow and Salesforce
• Combine data from multiple sources into single views

How to choose a call center analytics dashboard

Begin with the decision you want the data to inform, and work backwards to the tool. A dashboard that’s lovely to look at but doesn’t alter what your supervisor is doing at 2 p.m. is merely decoration. Four questions will quickly separate the shortlist. 

Do you want real-time or rear-view reporting?  Historical dashboards are great for staffing and trend analysis. Catching fraud, coaching a wayward agent or preventing an escalation requires real-time scoring while the call is still active. Many of the platforms listed above offer both, but they differ widely in the depth of their real-time offering.

Does it analyze audio or just transcripts? Transcript-based tools detect words. They don't recognize tone, hesitation, overtalk or the sound of a bot. Speech analytics that can see fraud, compliance or emotional calls needs audio-native analysis. Modulate’s Velma and Medallia Speech analyze acoustic signals, while other CCaaS dashboards stop at the transcript.

How much do you cover?  Manual QA teams listen to a fraction of calls. Most calls never get scored.  Solutions that review 100% of interactions, such as Velma, NICE Interaction Analytics, Verint and CallMiner Analyze, eliminate sampling blindness. Make sure "100%" means scored volume, not just recorded calls.

Will it play well with others?  If a dashboard can’t pull from your CCaaS, CRM and workforce management tools, you’re left with an incomplete view. Ensure there are pre-built connectors and an API. Check that first, before the chart library. 

The financial benefit is tangible. McKinsey reported that contact centers leveraging analytics applied to the entire voice stream realized savings of between 20% and 30%, along with customer satisfaction improvements of at least 10%. And there’s plenty of room for quality to improve: SQM Group’s 2024 benchmark revealed that the cross-industry average for first-contact resolution is 69%, with best-in-class contact centers hitting 80% or better. Analytics is how contact center teams can bridge that 11-percentage-point gap.

“Real conversations carry meaning far beyond the words themselves. Tone, timing, hesitation, emotion, and interaction patterns all shape what’s actually being communicated.”

Mike Pappas, CEO and Co-founder, Modulate (Call Center Analytics)

It’s that difference between what’s on a transcript and what’s actually in a call that’s driving the analytics layer toward unstructured audio. For more insight into where the category is headed, check out our guide to call center monitoring methods and metrics as well as our list of the best call center monitoring software.

Frequently asked questions

What is a call center analytics dashboard? 

A single view that aggregates metrics from your phone system, CRM and quality tools into charts, tables and alerts. Effective dashboards merge real-time and historical information (queue depth, agent status, handle time trends) so managers can react during a shift and executives can strategize weeks into the future.

What’s the difference between speech analytics and voice analytics? 

Speech analytics analyzes primarily from the transcript: what was said. Voice analytics includes the acoustic layer: tone, speed, inflection, emotion and evidence of a synthetic or spoofed voice. Both are important, but audio-native voice analysis can detect intent and risk hidden in the audio that a text transcript cannot reveal.

Which call center dashboards analyze 100% of calls? 

Modulate’s Velma analyzes 100% of calls, along with NICE Interaction Analytics, Verint Interaction Analytics, CallMiner Analyze, and Sprinklr Conversational Analytics. Call coverage is important because manual QA covers such a small percentage of calls, leaving most calls without a score. 

If my CCaaS platform has reporting, do I still need a separate analytics tool?

Frequently, yes. While CCaaS dashboards excel at reporting on volume, handle time and service level, dedicated conversation-intelligence and voice-analytics applications dig deeper into sentiment, intent, compliance and fraud. Many of these tools are designed to integrate with your existing platform, not replace it.

How much do call center analytics dashboards cost? 

Prices range from seat-based add-ons to existing CCaaS applications to large enterprise contracts priced by volume of calls or audio transcription hours. Almost all vendors provide a quote following a scoping phone call. So when comparing, look past price to diagnostic coverage, real-time functionality and degree of integration.