Monitor Agent Calls and Sentiment with New Reports
Track agent effectiveness, customer sentiment, and call completion rates—all in one place.
If you're managing a call center, sales team, or support staff, you know that visibility into agent performance is everything. That’s why Whippy just released two powerful new agent analytics reports that make it easier than ever to optimize your team and improve customer satisfaction.
These new reports are now available in the Agents tab of the Whippy dashboard and are live for all users.
What's New in Whippy?
1. Calls by Agent Report
This report helps you monitor call volume and effectiveness at the individual agent level. You’ll get:
- Total number of completed and incomplete calls
- Call duration metrics broken down by outcome
- Agent call completion rates
- Aggregated call volume tracking across your team
2. Sentiment of Calls by Agent Report
Understand how customers feel during and after conversations with your agents. This report includes:
- Call sentiment analysis per agent (positive, neutral, negative)
- Percentage breakdown of sentiment types by agent
- Total call count analyzed with sentiment scores
Together, these reports offer a 360° view of both performance and customer experience—crucial for any team scaling communication efforts using VoIP, AI, or cloud contact center tools.
What Can You Do With These Reports?
✅ Benchmark Agent Performance
Compare agents side by side. For example, if your Recruiting Agent has an 84.38% completion rate while your Marketing Agent is at 58.06%, you instantly know where improvements are needed.
🎯 Improve Customer Experience
Use sentiment insights to identify which agents are consistently creating positive customer experiences—and who may need coaching.
🛠️ Optimize Staffing & Workflows
These insights empower you to allocate your top-performing agents to high-value tasks, peak times, or difficult campaigns.
📊 Make Data-Driven Decisions
From training and QA to resource planning and hiring, this feature supports every decision with real-time call center analytics.
Why This Update Matters
Whippy is more than just a business texting and VoIP platform—it’s your communication intelligence hub. With these new reports, we’re giving you tools that turn raw data into business advantage.
You can now:
- Hold agents accountable with concrete metrics
- Discover hidden bottlenecks in your call flow
- Ensure consistent, high-quality customer interactions
- Take action quickly with easy-to-understand dashboards
How to Get Started
To access the new reports:
1. Log into your Whippy dashboard
2. Navigate to the Agents tab
3. Scroll down to find Calls by Agent and Sentiment of Calls by Agent tables
No configuration needed—just actionable insights from day one.
Final Thoughts
These new analytics features are part of our mission to help teams communicate smarter and serve better. Whether you’re leading a small sales team or managing a high-volume call center, Whippy gives you the data you need to lead with clarity.