Analytics Center

Live Data Stream
+18.7%
Total Call Volume
47,892
Inbound: 32,104 | Outbound: 15,788
+12.3%
Agent Performance
87.4%
Average efficiency score
-8.2%
Abandon Rate
3.8%
Below 5% target threshold
+15.9%
Sentiment Score
+0.73
AI-powered sentiment analysis
+9.4%
Resolution Rate
91.7%
First call resolution tracking
5.1%
Transfer Rate
12.6%
Skill-based routing optimization

Analytics Filters

Real-time Call Analytics

Apache Druid Real-time Dashboard
Sub-second OLAP queries • Live data streaming
Last Update: 14:23:45
Data Source: TimescaleDB
Refresh: Every 2s
156
Active Calls
23s
Avg Wait Time
4.2m
Avg Talk Time

AI-Powered Insights

Optimal Routing Prediction
94.2% accuracy in skill-based agent matching using neural networks
Peak Hour Analysis
Next peak predicted at 16:30 with 23% increase in call volume
Performance Anomaly
Queue 3 showing 15% faster resolution times - investigating factors

Agent Performance Matrix

Agent Calls Score Status
Sarah Khan
Technical Support • Urdu/English
47
94%
● Active
Ahmed Ali
Sales • Pothwari/Urdu
 52
91%
● Active
Fatima Sheikh
Customer Service • English
 38
89%
● Wrap-up
Muhammad Hassan
Billing • Urdu/English
 43
87%
● Active
Aisha Malik
ROBO Campaign • Multi-lingual
 67
96%
● Active

Comprehensive Reporting Suite

CDR Analytics

Call Detail Records via TimescaleDB
• Inbound/Outbound distinction
• Call duration analysis
• Hang-up and abandon tracking
• Real-time CDR processing

Skill Analytics

Agent Skill Performance
• Skill-based routing efficiency
• Skill assignment optimization
• Multi-language support tracking
• Neural network matching accuracy

Sentiment Analytics

AI-Powered Sentiment Analysis
• HuBERT sentiment scoring
• Call transcription analysis
• Customer satisfaction trends
• Real-time mood detection

Work Code Analytics

Wrap-up Code Analysis
• Post-call work tracking
• Skill-based wrap-up codes
• Agent productivity metrics
• Code utilization patterns

Transfer Analytics

Call Transfer Performance
• Transfer success rates
• Routing optimization insights
• Skill-based transfer tracking
• Transfer pattern analysis

Daily KPI Dashboard

Real-time KPI Monitoring
• Automated KPI generation
• Apache Druid dashboards
• Continuous aggregates (7d chunks)
• Performance trend tracking

Live Call Monitoring & Recording

16TB Storage Pool Active
Live Call Monitoring via FreeSWITCH
Real-time supervision • Silent monitoring • Call intercept
Active Monitors: 12
Recording: MinIO S3
Storage: 2.4TB Used
847
Recorded Calls Today
156
Live Monitoring
23
Downloaded

Recording Features

MinIO Object Storage
16TB capacity with S3-compatible API

Bulk Download
Multi-file download capabilities

Post-call Playback
Web interface playback system

Call Listening Options
Inbound/Outbound classification

Live Monitoring
Supervisor monitoring with intercept