Table of contents
Following a successful beta period, the new Voipstudio Analytics Dashboard is now officially launched and available to all Voipstudio users.
The new dashboard replaces and significantly upgrades the previous supervisor dashboard, giving businesses a more powerful way to monitor contact centre activity, review team performance, understand customer experience and make better decisions using live and historical call data.
It also marks an important step in the wider evolution of the Voipstudio interface. The new analytics experience introduces the design direction that will be rolled out more broadly across Voipstudio dashboards, from user-level reporting through to administration.
Watch the Analytics Dashboard demo
For a closer look at the new Analytics Dashboard, watch the product demo below.
In the demo, Tim Meredith walks through the new Analytics portal using sample data, showing how managers can monitor live inbound and outbound calls, track calls waiting and calls on hold, review agent availability, identify missed and unreturned calls, analyse queue performance, use queue heat maps, set KPI targets and review SLA performance.
The demo also shows how Voipstudio Analytics works with CX Score and AI-generated call insights, including transcripts, summaries, notes and actions. For teams that want to go further, the same call data can also be used with Voipstudio’s MCP connector to support AI workflows in tools such as Claude, ChatGPT and other MCP-compatible platforms.
You can also try the Analytics demo for yourself here: https://voipstudio.com/a/demo/analytics
A dedicated analytics view for day-to-day call centre monitoring
The new Analytics Dashboard gives managers a clear, real-time view of what is happening across their call centre.
From the homepage, users can see live inbound and outbound call activity, calls waiting, calls on hold, agent availability and team status. This gives supervisors and managers an immediate view of how their teams are performing throughout the day.
One of the most valuable new metrics is unreturned calls. These are calls that reached the business but were not answered and have not yet been called back. For many organisations, this can represent missed revenue, lost sales enquiries or existing customers waiting for support. By making those calls visible, Voipstudio helps teams identify follow-up opportunities before they are forgotten.
The dashboard also allows users to drill down into the data behind each metric, so managers can move quickly from a high-level view to the individual calls, queues or agents that need attention.
Contact centre performance, queue reporting and IVR insight
The Analytics Dashboard includes dedicated sections for contact centre performance, operations, team performance, customer experience and expense management.
For contact centre teams, the dashboard provides live monitors, inbound call reporting, missed and unreturned call visibility, queue performance and queue heat maps. These heat maps help managers understand the busiest times of the day, identify call volume peaks and compare activity across queues and numbers.
Voipstudio also provides reporting for IVR menus. This means businesses can see which call menu options are being selected most often, at what times, and how callers are moving through the contact centre. For teams using options such as “press one for sales” or “press two for support”, this provides a clearer picture of customer demand and routing behaviour.
Filters can be applied across dashboards, tabs, queues, teams and agents, giving businesses the flexibility to focus on the exact areas they want to measure.
KPI targets and SLA performance
The new Analytics Dashboard also introduces flexible KPI target management.
Managers can define target values for different metrics and use those targets to assess service level agreement performance. For example, a business can decide whether a particular metric should be above or below a chosen baseline, then use that target to show whether performance is within or outside the expected range.
These KPI targets can also be aligned with operating hours. A contact centre that operates Monday to Friday, 9am to 5pm, can apply performance targets only during working hours rather than measuring activity against unrealistic out-of-hours expectations.
This makes the dashboard more useful for real-world contact centre operations, where teams, opening hours and service expectations can vary across departments.
Team performance and agent status reporting
The Analytics Dashboard also gives managers a clearer view of individual and team availability.
New agent status types make it possible to see whether team members are available, offline, away, in do not disturb, busy, in after-call work or in wrap-up time. Managers can review this information at team level or drill into individual agent activity to understand how availability affects performance.
This helps supervisors identify where extra coaching may be needed, where resourcing levels may need to change and where agent behaviour is affecting customer service.
Customer experience reporting with CX Score
For customers using the Voipstudio CX add-on, the Analytics Dashboard also includes customer experience reporting powered by CX Score.
CX Score is generated from call recordings using AI transcription and analysis. The CX add-on can transcribe calls, summarise conversations, identify actions and produce a score that helps assess how the call went.
Within the Analytics Dashboard, managers can review average CX scores, compare CX scores by agent and see how customer experience changes based on other metrics such as waiting time or call duration.
This is designed to reduce the time managers spend manually reviewing call recordings. Instead of listening to every call, teams can use CX reporting to identify the calls that need closer attention, review transcripts, read summaries and focus quality assurance time where it matters most.
Conversation history, contacts and AI preferences
The new Analytics Dashboard also introduces a broader conversations view.
Voipstudio is increasingly moving towards a multi-channel approach, with phone, SMS, internal chat and web chat forming part of the wider customer conversation. The conversation history area is designed to bring these interactions together, giving businesses a more complete view of customer engagement over time.
The dashboard also includes contact management tools, allowing businesses to view, edit and label customer contacts. AI preferences allow teams to manage dictionaries, transcript summaries and labels, helping businesses structure call data in a way that reflects their own operations.
Built for managers today, ready for AI workflows tomorrow
The Analytics Dashboard gives businesses a fast, intuitive way to monitor performance directly inside Voipstudio. It is ideal for managers who want a dedicated portal for call centre monitoring, reporting and operational decision-making without needing to use any external AI tools.
At the same time, it works alongside Voipstudio’s recently launched MCP connector for teams that want to take their call data further.
Using MCP, businesses can make Voipstudio data available inside AI tools such as Claude, ChatGPT and other MCP-compatible platforms. This allows users to analyse call data in new ways, compare agents, review trends over different time periods, generate coaching material and produce customised reports based on the data already available in Voipstudio.
The combination of the CX add-on and MCP is especially powerful. Voipstudio can handle call transcription, summaries and CX scoring inside the platform on a fixed per-agent basis, reducing the need to send raw audio into an AI tool and helping teams reduce token usage when working with external AI platforms.
Available now
The new Voipstudio Analytics Dashboard is available now.
New Voipstudio customers will get access to the new analytics experience from day one. Existing customers are being given access as part of the rollout, and any customer who wants to get ahead of the queue can contact Voipstudio to request access.
With live monitoring, KPI targets, queue reporting, CX scoring, AI insights and MCP-ready data access, the new Analytics Dashboard gives businesses a more complete way to understand their contact centre performance and turn call data into action.
Read this post in:
Tim Meredith
Tim Meredith is a telecoms and technology business leader with extensive experience across VoIP, SaaS, and UCaaS. As founder and director of multiple marketing and technology businesses, he writes about business communications, cloud telephony, customer experience, and telecom industry trends.
More from the blog
Want to improve your business communication?
Unlock enterprise-class call center power at affordable prices – no hardware, no delays, no surprises!
