Analytics & CDR Dashboards

Data-Driven Communications

Turn Call Data Into Business Insight

EBC's analytics platform, built on Kibana, transforms raw call detail records into actionable dashboards. Track volume, performance, and trends without needing a data analyst — the visualizations are built in.

Real-time and historical call data
Filter by department, queue, or call disposition
Track answered, unanswered, and abandoned calls
Visualize which channels customers use most
Monitor hold times, durations, and queue SLAs

Channel Analysis

Analyze Communication Channels

View a detailed breakdown of all communication channels — including queue activity, incoming vs. outgoing call percentages, and answered vs. unanswered ratios.

Understand exactly how your business communicates with customers so you can staff appropriately and identify high-volume windows.

Inbound vs. outbound breakdown
Queue vs. direct call analysis
Answered vs. unanswered ratios

Department Metrics

Filter Activities by Department

Drill down into performance metrics at the department or queue level. Sort and filter by average hold time, max hold time, queue call average duration, and max duration.

Know which teams are handling the most load — and where bottlenecks exist — before they impact the customer experience.

Average and max hold times per queue
Queue call average and max durations
Per-department filtering

Disposition Tracking

Sort Dispositions by Department

Track customer service metrics at a granular level. Filter by department and call outcome — answered, unanswered, abandoned — or any other disposition type.

Calls per month by team
Total hours on hold
Percentage of abandoned calls
Most-used channel by customers

Traffic Optimization

Optimize Total Call Traffic

Visualize queue, outgoing, and incoming call volumes together in a unified CDR dashboard. Identify patterns, plan staffing, and optimize routing rules — all from one screen.

Combined queue + inbound + outbound view
Trend analysis over time
Exportable data for reporting

Key Metrics

Customer Service Metrics You Can Track

EBC analytics gives managers the data they need to make decisions — without waiting for a report.

Calls/mo

Call Volume

Track total calls per month — by team, queue, or individual agent.

Hold Time

Hold Performance

Average and max hold times surface where customers wait longest.

Abandon %

Abandoned Calls

Measure the percentage of callers who hung up before reaching an agent.

Channel Mix

Channel Usage

Understand which channels (voice, SMS, chat) customers prefer most.

Call Analytics & CDR Dashboards