call management SOLUTIONs

Call Reporting & Analytics

Monitor call traffic, manage queues, and support staff throughout your organization.


Live wallboards

Get a picture of call and agent activity 'at a glance' across the contact centre floor. An easy way for managers and staff to monitor performance or introducing an element of gaming to motivate teams.

Handle Communications
With Confidence

Managing calls in a busy contact centre can be overwhelming.

Oak call reporting reduces the pressure by helping you get a grip on call and staff activity, both in the moment and over time, so you can manage resources more effectivlely.

Choose from ReportX call logging or Evolve for advanced real-time features and wallboards.

Capture Every Detail

View key performance indicators on the Evolve and ReportX dashboards, including the number of calls made per agent, call duration, response times, agent status and hunt group activity. Click through to access the fine detail of every call journey.

User-Defined Reporting

Monitor agents, extensions, hunt groups, caller numbers, dates, DDI and call types with preloaded templates or customised reports. Daily reports inform long-term strategy and improve staff scheduling; real-time reporting empowers you to respond intelligently in the moment.

Recover Missed Opportunities

Take advantage of quieter periods to phone back callers who hung up before someone could respond. Evolve's 'lost call' reports means you never need to lose a business opportunity and helps you go above and beyond in delivering a great customer experience.

Greater Supervisory Control

Real-time displays make it easy to respond to call activity as it happens, with the ability to move calls between queues or hunt groups, prioritise VIP callers, and bring 'offline' staff back online to handle sudden spikes in traffic.

Support Agents On Calls

A great tool for supporting new staff or troubleshooting difficult conversations, Live Listening lets you listen to a selected extension, with the option to log out when satisfied, 'whisper' advice, or step in.

Improve Time Management

Staff can manage their own time and status, including different types of breaks and time away from their desk. Managers can monitor their availability and productivity and bring them back online if needed.


What Our Customer Are Saying

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Betts Avenue Medical Centre

‘We use call reporting to understand when the team on reception need additional phone support, which in turn means we can answer more calls more quickly and provide better care for patients even during busy periods.’

Julie Wade

Practice Manager
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Gardiner Bros

“The Oak wallboard is an excellent employee motivational tool: It gives the sales team a sense of both achievement and responsibility as they self-monitor their own performance.”

Alex Souter

Head of Sales & Customer Service
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Chip & PIN Solutions Ltd

“As a fast growing business, our Oak system has provided ‘make or break’ information: We can see exactly how many calls we’re dealing with at any one time in any department, and how long it’s taking us to answer them. This has helped us navigate everything from our phone contract to staffing levels, from seasonal spikes to lunch breaks.”

Mark Harris

Head of ICT & Facilities
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Gardiner Bros

“We have greatly reduced customer fallout thanks to Evolve’s ability to report on all ‘lost calls’. Every afternoon we call back customers who tried to call earlier in the day and gave up waiting for whatever reason. Not only does this recapture sales that might otherwise have been lost, it shows we care.”

Alex Souter

Head of Sales & Customer Service

Brochures & White Papers

Please feel free to download any of our brochures and white papers by clicking on either of the plus buttons  below.

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