UK: 03330 156 651 | IE: 01263 5299
Voice, video and messaging on any device, anywhere.
iPECS ANALYTICS
iPECS Analytics captures every call your business makes and receives, transforming the data into clear, easy-to-understand charts, reports and live dashboards.
Features Built to Support Your Success
Everything you need to manage call performance
iPECS Analytics is a cloud-based add-on for your iPECS phone system that gives your managers and supervisors the data, dashboards, and coaching tools to keep service standards high — every single day.
Reporting
Advanced Reporting Tools
Turn your call data into clear, actionable reports that are delivered straight to your inbox on a schedule you define. Whether you need a daily summary or a deep-dive weekly breakdown, iPECS Analytics makes it effortless.
- Build fully customisable report templates based on your KPIs
- Schedule automatic delivery by email — daily, weekly, or monthly
- Download in PDF or CSV format with a single click
- Drill into individual agent or group performance over any date range
Weekly Performance Report
Mon 17 Feb — Sun 23 Feb 2025 | All Teams
Total Calls Received
1,247
▲ +8%
Calls Answered
1,198
96.1%
Missed Calls
49
3.9%
Avg. Wait Time
0:38
▼ −12s
Avg. Handling Time
4:22
+0:18
Grade of Service
94.2%
Above target
● Live Dashboard
LIVE
Calls Answered Today
247
▲ +12% vs yesterday
Avg Wait Time
0:42
Target: under 60s
Missed Calls
3
Threshold: 5
Agents Available
4
2 on call
Live Monitoring
Real-Time Wallboards
Keep your whole team informed with live, customisable wallboards. Display queue lengths, wait times, missed calls, and agent availability in real time — on a single screen or broadcast across multiple monitors on the floor.
- Fully customisable — show the metrics that matter to your business
- Share with supervisors or broadcast to the entire team floor
- Instant alerts when missed call thresholds are exceeded
- Monitor call groups and hunt groups in real time
Smarter Insights, Better Decisions
With busy call queues and customers waiting, guesswork isn’t good enough. iPECS Analytics turns every call into data you can act on — helping you reduce missed calls, allocate resources more effectively, and deliver a consistently great customer experience.
See It In Action
Watch iPECS Analytics in action
See how real-time wallboards, automated reporting, and supervisor coaching tools work together to help your team perform at their best.
Key Benefits for Your Business
What iPECS Analytics does for your team
From reducing missed calls to improving agent development, iPECS Analytics delivers meaningful improvements across every part of your call operation.
All-in-One Visibility
Monitor your entire call operation in a single view — from live queue status to individual agent performance — so nothing slips through the cracks.
Built-in Coaching Tools
Supervisors can listen live to calls, deliver real-time whisper coaching to agents, or join a call directly — all without disrupting the customer experience.
Drive & Measure Improvement
Set KPI targets, track performance trends over time, and use the data to run focused team meetings and appraisals grounded in evidence rather than opinion.
How It Works
How iPECS Analytics fits into your business
iPECS Analytics integrates seamlessly with your existing iPECS phone system. There’s nothing to install — simply sign in and start seeing your data.
WORK FROM DAY ONE
No installation required. Sign up, sign in, and your call data is available immediately. Cloud-based means it's accessible from any device, anywhere.
WORK WITH YOUR EXISTING SYSTEMS
iPECS Analytics automatically syncs with your iPECS Cloud user data. It can also be used alongside CRM tools and other iPECS add-ons like CONNECT and CONTACT.
BUILT FOR SALES, SERVICES AND SUPPORT TEAMS
Whether you're a customer service team, sales floor, or internal helpdesk, the reporting and wallboard tools adapt to the KPIs that matter most to your team.
FLEXIBLE AS YOU GROW
Whether you have 5 agents or 50, iPECS Analytics scales with your business. Add new users, create new groups, and update your dashboards as your team evolves.
Supervisor Features
Empower Supervisors to Coach in Real Time
iPECS Analytics gives supervisors far more than a reporting dashboard. Built-in live call tools mean managers can actively intervene, guide, and support agents during calls — without the customer ever knowing.
- Silent monitoring — listen to any live call, undetected
- Whisper coaching — speak directly to the agent; the caller hears nothing
- Call barging — join the call directly if the situation requires it
- Post-call analytics — track individual improvement over time with detailed data
● Live Agent Monitor
Jamie Clarke
On call · 3:24
Priya Sharma
In queue · 0:48
Tom Rafferty
Wrap-up
Claire O'Brien
On call · 1:07
💬 Whisper Active: Your guidance is heard by the agent only — completely inaudible to the caller.
Future-proof your team's performance with iPECS Analytics
Give your managers the data and tools they need to deliver exceptional service, coach their teams effectively, and make decisions based on evidence — not guesswork.
INDUSTRY EXPERTISE
Telecoms Solutions Designed For Your Sector
We understand the unique communication demands across different industries in the UK and Ireland. Find out how our tailored solutions help businesses like yours succeed:
67% of customers will abandon a purchase if they can't reach your business by phone. Yet most retailers are stuck with outdated phone systems that create more problems than they solve.
Reliable telecoms for haulage and logistics firms across the UK & Ireland, VoIP, broadband, and mobile solutions to keep your depots, drivers, and dispatch teams connected.
Reliable telecoms for haulage and logistics firms across the UK & Ireland, VoIP, broadband, and mobile solutions to keep your depots, drivers, and dispatch teams connected.
Award-winning VoIP phone systems and telecoms solutions designed specifically for charities, non-profit organisations, and voluntary sector businesses across the UK and Ireland.
Award-winning phone systems and connectivity solutions designed specifically for legal firms, accountants, financial advisors, and professional service businesses across the UK and Ireland.
What does iPECS Analytics measure?
iPECS Analytics measures a wide range of call KPIs including total calls answered, missed calls, average wait time, average handling time, calls per agent, grade of service, queue depth, and agent availability. You can customise which metrics appear on your wallboards and reports.
Can I customise iPECS Analytics?
Yes — customisation is central to iPECS Analytics. You can build bespoke wallboards, create custom report templates, and set automated delivery schedules to suit your business. Reports can be downloaded in PDF or CSV format or sent automatically by email.
Do I need to install any software?
No installation is required. iPECS Analytics is fully cloud-based — simply sign in via any web browser from any device, whether you’re in the office or working remotely.
Is iPECS Analytics compatible with my existing iPECS system?
iPECS Analytics is compatible with iPECS Cloud and automatically syncs user data. It also works alongside iPECS ONE, CONNECT, and CONTACT. If you’re on an on-premise system, our team can confirm compatibility during a free consultation — just get in touch.
How do I get started with iPECS Analytics?
Simply contact the Yellowcom team to book a free demo. We’ll walk you through the platform, confirm compatibility with your current iPECS system, and handle everything from setup to onboarding. There’s no lengthy installation process — you’ll be up and running quickly.
Frequently Asked Questions
Frequently Asked Questions About iPECS Analytics
Have a question that’s not covered here? Our team is happy to help — no sales pressure, just straight answers.
03330 156 651
UK Contact Number
01263 5299
IE Contact Number