Analytics That Matter: Peak Times, Intents, and Missed-Call Recovery
Sep 10, 2025
Analytics and Operations
The metrics that actually help teams staff smarter, improve scripts, and grow revenue—from first-ring rate to conversion trends.
Start with clarity
Track a small set of metrics that drive decisions.
Core metrics
Peak call times & first-ring answer rate.
Intent categories (service vs. sales)
Average handle time & resolution time
Missed-call recovery rate
Conversion trends & qualified opportunities
Performance by number or campaign
How to use them
Staffing: align shifts with peaks
Quality: refine tone lines & prompts
Revenue: connect summaries to CRM stages
Quick wins
Publish a weekly dashboard to stakeholders
Compare “with agent” vs. “before” baselines
Review missed-call recovery every Friday