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Feature Overview: Call centre and Agent performance
The core metrics for a comprehensive overview of your team's performance.

Estimated reading time: 2 minutes
Video Walkthrough
Your Core KPIs
Call centre and agent performance reporting is a key part of Cordless Insights, displaying core performance indicators for your team.
Call centre and Agent performance Insights tiles
The call centre performance snapshot provides you with info on:
  • Average waiting time
  • Call answer rate
  • Missed calls
  • Abandoned calls
  • Total calls
  • Total inbound calls
  • Total outbound calls
The agent performance snapshot provides you with info on:
  • Average talking time
  • Transfers
  • Missed rings
  • Rejected rings
  • Total handled calls
  • Total inbound handled calls
  • Total outbound handled calls
All of this data is also filterable by date range and your Cordless phone number.
A Closer Look at Call Centre Performance
Want to know how your team's performance this month compares to the last? No problem! Cordless provides you with data visualisation for each performance metric over the date range of your choice. This feature also allows you to compare data to previous periods, making it easier to spot trends and shifts in team performance.
sentiment analysis
Call centre performance
Agent Performance: Individual Metrics
sentiment analysis
Agent performance
Cordless Insights provide a dedicated section focused on agent performance, breaking down key metrics for each team member:

  • Total handled calls
  • Total inbound handled calls
  • Total outbound handled calls
  • Transfers
  • Inbound average talking time
  • Outbound average talking time
  • Missed rings
  • Rejected rings

This data can also be filtered by date range, team or team member.

This section allows you to identify both star performers and those who might need a bit more coaching.

By the way, if you're ever unsure about how a particular metric is calculated, Cordless Insights provides a handy data dictionary for quick reference.
For more information, keep an eye out for our other feature overviews or consider booking a demo with us.