So, you’re managing a team that spends a lot of time on calls—maybe it’s sales, customer support, or client outreach—and you want to know if everyone’s actually getting things done, not just looking busy. The Krispcall analytics dashboard can help, but only if you know what to look for and what to ignore. This guide is for team leads, managers, and anyone who has to turn call data into better results (without getting lost in pointless charts).
Let’s get into it.
1. Get Access and Set Up the Basics
First, make sure you have access to your team's Krispcall account. If you’re an admin or manager, you should see the analytics dashboard in the main menu. If not, ask whoever manages your account to adjust your permissions.
Pro tip: Avoid sharing logins for “convenience.” You’ll want accurate user data for honest analysis.
Set Up Essentials: - Confirm your team members are assigned to the right groups (sales, support, etc.). - Double-check time zones, especially if you have remote folks—mismatched time data will throw everything off. - Decide on your reporting period. Weekly and monthly snapshots usually work best. Daily swings can be misleading.
2. Get Comfortable With the Dashboard
Before diving into numbers, poke around the dashboard. Get a feel for: - Call volume: Total calls made and received. - Call duration: How long people are actually talking. - Missed vs. answered calls: Are you dropping the ball anywhere? - Response times: How quickly are calls picked up? - Team leaderboard: Who's topping the charts—and who isn’t.
What matters: Don’t obsess over every metric. Some teams love to track “average talk time,” but if you’re about results (not just activity), focus on outcomes like resolved issues or conversions.
What to skip: Fluff metrics like “total ring time” or “number of dials” can be distractions. They rarely tell you anything actionable.
3. Set Clear Performance Goals (and Avoid Vanity Metrics)
Analytics are pointless without context. What’s a “good” week? Before you start slicing and dicing data, set some ground rules: - What’s your goal? More calls? Faster response? Better conversion rate? - Pick a few KPIs: For sales, maybe it’s calls-to-deals. For support, average resolution time or percentage of missed calls. - Communicate these to your team so they know what matters.
Vanity Metrics to Ignore: - “Total minutes on phone”—great, but did anything actually get done? - “Longest call”—usually just means someone got stuck, not that they did a great job.
Stick to numbers that tie directly to your team’s real-world goals.
4. Dig Into Team-Wide Trends
Start broad, then zoom in. Here’s how:
a. Track Call Volume Over Time
Look at call totals by week or month. Are things trending up, down, or just flatlining? - Sudden dips: Did someone go on leave? Tech issues? Dig in. - Spikes: Was there a campaign, or is someone gaming the system by making lots of short, useless calls?
b. Check Peak Times
See when most calls happen. Use this to: - Adjust staffing during busy hours. - Move meetings away from high-traffic periods. - Catch team members who consistently miss calls during crunch time.
c. Analyze Missed vs. Answered Calls
High missed-call rates are a red flag. Look for: - Patterns by time of day or team member. - Outliers—someone missing way more calls than everyone else.
Pro tip: If missed calls spike during lunch, consider staggering breaks.
5. Zoom In: Individual Performance
Once you understand the team’s big picture, zero in on individuals. But don’t just reward whoever has the most calls. Look for: - Consistency: Are they steadily productive, or just occasionally busy? - Quality: Tie call data to outcomes. Are calls leading to sales, happy customers, or just…calls? - Outliers: Someone with way more or fewer calls than average might need coaching—or could be handling tough cases no one else wants.
Avoid the leaderboard trap: Top performers by call count aren’t always your real stars. Match call stats to results, not just activity.
6. Use Filters and Custom Reports (but Don’t Overcomplicate)
Krispcall’s dashboard lets you slice data by date range, user, team, call type, and more. This is where you can spot patterns, but resist the urge to build 20 custom reports unless you have a real question in mind.
Good uses for filters: - Comparing new hires vs. veterans. - Seeing if performance drops on Mondays (it happens). - Checking if outbound calls lead to more conversions than inbound.
Things to skip: - Overly granular breakdowns (“calls per hour per agent per day”). Unless you’re managing a giant call center, this is usually overkill.
7. Export Data for Deeper Analysis (If You Really Need To)
If you want to crunch numbers in Excel or Google Sheets, use the export feature. This is handy for: - Combining call data with your CRM or ticketing system. - Building simple charts for team meetings. - Spotting long-term trends you can’t see in the default dashboard.
Just don’t get lost in spreadsheet hell. If you’re spending more time futzing with graphs than talking to your team, you’re probably overdoing it.
8. Share Insights (Not Just Numbers) With Your Team
Data is only useful if it leads to action. When you present findings: - Highlight what’s working (and why). - Flag areas that need improvement, but skip the blame game. - Keep it practical: “Let’s cut missed calls by 20% next month by staggering breaks and using call forwarding.”
Pro tip: Use the dashboard in team meetings, not just in emails nobody reads.
9. Adjust and Iterate
No dashboard is perfect out of the box. Check in every couple of weeks: - Are your chosen KPIs actually useful? - Is the data helping you make better decisions? - If not, tweak your approach. Maybe you need to focus on different numbers—or maybe your goals have shifted.
Avoid making big changes based on a single weird week. Look for real trends.
Final Thoughts: Keep It Simple, Stay Honest
You don’t need to be a data scientist to get value from Krispcall’s analytics dashboard. Focus on a handful of meaningful numbers, skip the vanity stats, and use what you find to make small, regular improvements. It’s easy to get lost in the weeds—don’t.
Above all, use the data to start better conversations with your team, not just to fill out reports. Keep it simple, keep it real, and you’ll actually move the needle.