Call analytics tracks the numbers: how many calls, how long they lasted, who handled them, when they happened, and whether service levels were met. Speech analytics analyzes what was actually said on calls using transcription and AI. Call analytics is about metrics and dashboards. Speech analytics is about words and sentiment.

Depends on how you configure it. You can give agents access to their own dashboards showing their personal metrics without seeing team averages. Or restrict dashboards to supervisors only. Most operations show agents their own data to encourage self-improvement.

Typically 12-13 months of detailed call data available for analysis. Older data can be archived or exported if you need longer retention for compliance. System maintains granular data (individual call records) for recent months and aggregated summaries for older periods.

Yes. Call analytics segments data by whatever categories matter to your operation: department, campaign, agent group, phone number called, time of day, or custom tags. See performance broken down by segment instead of just overall averages.

Calls keep working (assuming proper failover configuration), but real-time dashboards won’t update until connectivity restores. Call data logs locally and syncs when connection returns. No data loss, just temporary dashboard unavailability.

Yes. Configure different thresholds for peak hours vs slow hours. Alert when queue exceeds 10 during lunch rush but only 5 during morning. Set service level goals of 80% during normal hours but 90% during slow periods.

Historical patterns show seasonal trends, day-of-week patterns, and time-of-day fluctuations. Last December averaged 30% more calls than November. Use this data to forecast next December staffing needs. Reduces guessing about future capacity requirements.