If you’re serious about improving your team’s calls—whether you’re in sales, support, or just wrangling a lot of phone conversations—you need real data, not just gut feelings. Aloware is packed with call analytics, but figuring out what to look for (and what to ignore) can be trickier than it sounds. This guide’s for anyone who wants to move past vanity stats and actually use Aloware to drive better calls.
Let’s cut through the clutter and get you tracking call performance that actually means something.
Why Call Metrics Matter (But Not All of Them)
Before you even log into Aloware, it’s worth thinking about what you’re actually trying to measure. Are you looking to increase sales? Reduce missed calls? Speed up response times? Too many people drown in dashboards and never act on the data.
What actually matters: - Total calls (inbound/outbound) - Answer rate - Call duration (but don’t obsess over it) - First call resolution - Call outcome (did you close the deal, solve the problem, or schedule a follow-up?)
What’s often just noise: - Average talk time (unless you’re running a call center and need to keep calls short) - Vanity stats like “total ring time” or “minutes on hold” if you’re a small team - Call recordings, unless you’re actually reviewing them for coaching
If you’re clear on your goals, the rest of this guide will actually help.
Step 1: Set Up Your Aloware Account for Meaningful Tracking
If you haven’t already, get your Aloware account set up for your team’s real workflow—not just the default settings. Here’s what to focus on:
- Define your teams and users: Make sure agents are in the right groups (sales, support, etc.). Messy user setups make reports useless.
- Set up call dispositions and outcomes: Customize these so they match your business. If everyone just picks “Other,” you won’t learn anything.
- Integrate your CRM (if you use one): This lets you tie call outcomes to real sales or support results, not just raw call data.
Pro tip: Don’t go wild with custom fields and tags. Start simple. You can always add complexity later.
Step 2: Find the Metrics That Matter in Aloware
Aloware has a lot of dashboards. Don’t try to use them all. Here’s where to look for the meat:
The “Dashboard” Tab
This is your bird’s-eye view. Start here for: - Total calls (by day, week, or user) - Answer rate (how many calls got picked up) - Missed and abandoned calls
Ignore the pretty graphs if they don’t actually help you make a decision. Focus on trends.
The “Reports” Tab
This is where you’ll spend most of your time if you care about details.
- Call Logs: Every call, every detail. Filter by agent, team, or outcome.
- Disposition Reports: Break down calls by what actually happened (sale made, follow-up needed, no answer, etc.).
- Agent Performance: See who’s making the most calls, answering fastest, and closing the most.
The “Analytics” Tab
If you want to get a bit more advanced: - Heatmaps: Shows call volume by hour and day. Good for staffing decisions. - Call Duration Analysis: Useful if long calls are a problem (or a win) for your team. - Conversion Tracking: Only works if you’ve set up the call outcomes and integrated your CRM, but it’s gold if you want to tie calls to revenue.
Step 3: Run Reports and Actually Use the Data
Here’s how to get actionable insights (not just spreadsheets to file away):
1. Filter for Relevance
- Filter by time period (last week, month, quarter).
- Filter by agent or team—compare performance, but be fair (don’t compare new hires to veterans).
- Filter by call outcome, not just total calls.
2. Look for Patterns, Not One-Offs
- Is one agent missing more calls? Are certain days always slammed?
- Is your answer rate dropping? Are follow-ups getting logged, or slipping through the cracks?
3. Don’t Obsess Over Every Metric
- If you’re a small team, knowing who’s making the most calls is less important than whether those calls lead to results.
- For big teams, flag outliers—people way above or below the average.
4. Export Data (If Needed)
- Aloware lets you export reports as CSVs. Use Excel or Google Sheets for deeper analysis, but don’t get lost in the weeds.
- If you’re managing up, cherry-pick the charts that actually back up your point.
Step 4: Set Up Alerts and Automations (Optional, But Useful)
If you want to get ahead of problems—or just avoid manually running reports all the time—Aloware has some automation tricks.
- Missed call alerts: Get notified when important calls go unanswered.
- Performance notifications: Flag agents who are consistently under (or over) performing.
- Workflow automation: If you’re using a CRM, trigger follow-up tasks based on call outcomes.
Don’t automate for the sake of it. Automate to solve a real problem, like lost leads or slow response times.
Step 5: Use Call Recordings and Transcriptions Wisely
Aloware can record and transcribe calls. This can be a goldmine for coaching—or a waste of storage if nobody ever listens.
- Use recordings to spot common objections, coach struggling agents, or catch compliance issues.
- Don’t pretend you’ll review every call. Pick a few each week, or focus on outlier calls (really short, really long, or negative outcomes).
Privacy note: Make sure you’re allowed to record calls in your location. Don’t just turn it on and forget about it.
Step 6: Share the Right Metrics with Your Team
Data doesn’t help if it’s locked away. Here’s what actually works:
- Share one or two key metrics with your team each week—a “win” and an “improve.”
- Avoid shaming people with leaderboards. Use data to coach, not punish.
- Ask agents what numbers they find useful. They’ll tell you if you’re tracking the wrong stuff.
What to Ignore (Seriously)
There’s a lot of hype around “advanced analytics” and “AI-driven insights.” Here’s what you can skip (at least to start):
- Sentiment analysis: It’s not magic. If you want to know if a call went well, ask the customer—or listen to the call.
- Predictive analytics: Unless you have a huge volume of calls, this is more sizzle than steak.
- Over-customizing dashboards: More widgets don’t mean more clarity.
Stick to the basics until you outgrow them.
Wrapping Up: Keep It Simple, Iterate Often
You don’t need to track everything to get results. Start by measuring a few key metrics in Aloware, act on what you find, and adjust as you go. If a report isn’t helping you make better calls, stop running it. Data’s only useful if it makes your next call—or your team—better than the last.
Keep it simple. Check your numbers. Make small tweaks. That’s how you actually improve call performance with Aloware.