Contact centre analytics come in two speeds. The supervisor dashboard is live: agents available, on call, on break, in wrap-up or offline, calls waiting, longest wait, service level (calls answered within 20 seconds), abandoned calls, average handle time and average wait. Agent and queue reports cover the same measures over a period. Underneath, every call leg produces a detail record, IVR flows report their own statistics and campaigns export their results.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
A real-time supervisor dashboard, agent and queue performance reports with service level, call detail records for every leg, and exportable campaign results.
Live supervisor dashboard
Agent states, calls waiting, longest wait, service level, abandoned calls, AHT and average wait, updated in real time.
Agent and queue reports
Performance per agent and per queue, including service level, for staffing and coaching decisions.
Records for every leg
Inbound and outbound legs are both recorded, so outbound activity is not a blind spot.
IVR flow statistics
See how callers moved through a menu and where they abandoned, which is what tells you which option to remove.
Exportable campaign results
Campaign outcomes come out as data you can reconcile against your own systems.
Caller identity resolved on arrival
Inbound calls resolve caller identity as they arrive rather than only in the report afterwards.
End to end, in the order it actually happens.
Agent status and queue events stream to the supervisor dashboard as they happen.
Each call leg writes a detail record as it completes.
Agent and queue reports roll those records up by period.
IVR flows accumulate statistics on caller paths.
Campaign results are compiled as the campaign runs.
Records and exports are retrieved from the dashboard or API.
Worth knowing before you build a process around it.
Volume and staffing analysis
IVR drop-off analysis
Campaign reconciliation
Billing verification
Call Recording
Record calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Learn moreAI Call Insights
After a call, get a transcript, a short AI summary, key points, the caller's sentiment and a suggested disposition, built from the call recording.
Learn moreACD Routing Strategies
Choose how each queue picks the next agent: round robin, longest idle, or skill-based routing with a minimum skill level.
Learn moreContact centre analytics come in two speeds. The supervisor dashboard is live: agents available, on call, on break, in wrap-up or offline, calls waiting, longest wait, service level (calls answered within 20 seconds), abandoned calls, average handle time and average wait. Agent and queue reports cover the same measures over a period. Underneath, every call leg produces a detail record, IVR flows report their own statistics and campaigns export their results.
1. Agent status and queue events stream to the supervisor dashboard as they happen. 2. Each call leg writes a detail record as it completes. 3. Agent and queue reports roll those records up by period. 4. IVR flows accumulate statistics on caller paths. 5. Campaign results are compiled as the campaign runs. 6. Records and exports are retrieved from the dashboard or API.
This is call, queue and agent analytics. Per-call transcripts, summaries and sentiment are covered by AI call insights, not by these reports. Confirm how long records are retained for your account rather than assuming a default window.
BPO, E-commerce, Financial Services, Healthcare. Typical uses are volume and staffing analysis, ivr drop-off analysis, campaign reconciliation, billing verification.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.