Attempts
How many calls were placed.
Products
Call Centre Reporting & Analytics Software
Turn call activity and campaign outcomes into practical reporting views for supervisors, operations teams and decision-makers.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
Visibility
See your calling operation clearly
Start with visibility. The dashboard shows active calls, ASR and average duration at a glance, with real-time views for what is happening now and historical views for what has changed. Measures are defined so teams read them the same way, and campaign management uses the same views.
- Real-time dashboard
- Historical views and trends
- Clear definitions for each measure
Metric tiles and definitions
Campaign reporting and call outcomes
Track the measures that show how a campaign is performing. The list below is subject to confirmation of what is reported for your account.
Answered calls
How many were answered.
Dispositions
What agents recorded after each call.
Campaign comparisons
How one campaign performs against another.
Agent and team performance
Use activity and outcome measures to support coaching and workload planning. These views describe work done and are not a promise of monitoring features beyond those confirmed in a demonstration.
| Measure | What it shows | Useful for |
|---|---|---|
| Activity | How much time is spent on calls. | Workload and scheduling. |
| Handling | How long conversations take. | Coaching and process review. |
| Outcomes | What results each team achieves. | Comparing approaches fairly. |
Agent-level views depend on your configuration.
CDR fields
Call detail records and data exports
A call detail record (CDR) is a raw record of a call event. Dialog gives developer-grade access to granular CDRs, tracked in real time. Fields, access and retention are confirmed technically for your account.
Timing
When the call started and how long it lasted.
Carrier
Which route carried the call.
Quality
MOS scores that indicate call quality.
SIP codes
Response codes that help explain failures.
Cost
Carrier costs, visible as calls happen.
Live visibility and historical trends
Both views matter. One helps you act now, the other helps you decide what to change. Scheduled reports are available only where supported.
| Question | Real-time view | Historical view |
|---|---|---|
| Purpose | Respond to what is happening. | Spot patterns and plan changes. |
| Typical user | Supervisors on the floor. | Managers and analysts. |
| Confirm for your account | Which live measures are shown. | Which trends and exports exist. |
Reporting views are confirmed in a demonstration.
BI integration
Integrate data with existing BI tools
Your data stays yours. Stream call data to BigQuery or cloud storage on AWS, Google Cloud and Azure, review it in tools such as Looker Studio, and use the API and webhooks to send events to other systems. Integrations are scoped with the team.
- Streaming to BigQuery and cloud storage
- Looker Studio and other analytics tools
- API and webhooks for event data
- Exports for your own pipelines
Build reporting around operational decisions
Choose measures because they lead to action. Review pacing choices in Multimode AI Dialing, routes in Call Routing & Management and automation in AI & Automation, and check calling-rule outcomes alongside your compliance controls.
| Measure | Question it answers | Action it can prompt |
|---|---|---|
| Contact rate | Are we reaching people? | Review lists, timing and numbers. |
| Handling time | Are conversations efficient? | Coach or adjust scripts. |
| Outcomes | Is the campaign working? | Continue, change or stop. |
| Exceptions | What went wrong? | Investigate routes and rules. |
Targets should come from your own goals, not general benchmarks.
Product demonstration
See reporting in a product demonstration
A demonstration shows the dashboards, call detail records and data options that apply to your account. The wider flow is explained in how it works.
- Real-time dashboard views
- Call detail record access
- BI and data destinations
- Definitions behind each measure
Reporting & Analytics: frequently asked questions
What is call centre reporting software?
Call centre reporting software turns call activity into views that supervisors and managers can use, such as live dashboards, campaign results and call detail records. It helps teams see what is happening, compare campaigns and decide what to change. The views available differ between products, and Dialog confirms its reporting for your account in a demonstration.
Which outbound calling KPIs matter most?
It depends on your goals, but teams commonly watch contact and connection rates, handling time, abandonment where it is tracked, and outcomes by campaign. Choose a small set that leads to decisions, define each measure clearly, and set targets from your own history rather than from generic benchmarks, which rarely match a particular operation.
Can supervisors monitor active campaigns?
Yes. The dashboard shows active calls, agent activity and measures such as ASR and average duration, so supervisors can see how a campaign is running and adjust it. The exact live views available to your account are confirmed in a demonstration, and permissions control who can see and change each one.
What information is available in call detail records?
Call detail records are raw records of call events. They include details such as timing, carrier and quality metrics, and Dialog offers granular records with SIP codes, MOS scores and carrier costs tracked in real time. Exact fields, access and retention are confirmed technically for your account, so ask for a sample structure early if your analysts need to plan around it.
Can reporting data be exported?
Yes. Call data can be streamed or exported to your own warehouse, including BigQuery and cloud storage on AWS, Google Cloud and Azure, and reviewed in tools such as Looker Studio. The method, format and frequency are agreed during scoping, so say early which systems should receive the data and how often it needs to arrive.
Does Dialog support reporting integrations?
Yes, through data streaming, exports, the API and webhooks. Dashboards, BI tools and other systems can be fed from your call data. Each integration is scoped with the team rather than assumed, and the technical detail is described under Voice API & Integrations so your analysts and developers can plan ahead and agree who owns each connection.
See how Reporting & Analytics would fit your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users