AI Call Analytics — See What Your Calls Are Actually Telling You
Sentiment scoring, automatic call summaries and AI-enhanced reporting across queues, agents and ring groups — see the patterns without listening to a call.
Most businesses find out how the phones went at the end of the month, in a report nobody reads. SIP Connect 3CX Analytics puts your call data on live Grafana dashboards instead — volumes, queues, agents, answer rates and trends, refreshed continuously, on any screen including the TV on the wall. We build it, host it and manage it.
Fourteen views, live before you log in
Built and tuned on your data before handover, then left running on whatever screen suits — a browser tab, or the TV on the wall.
- Inbound call volume
- Outbound activity
- Queue performance
- Agent activity
- Abandoned calls
- Answer / SLA rates
- Average talk time
- Peak-hour analysis
- Call trends over time
- Ring-group stats
- Extension summary
- Live wallboard view
- and more, built to your KPIs
Sample data. Your dashboards are built on your own call records.
Live, not last month
A month-end report tells you what already happened. It cannot tell you that the queue has been backing up since ten this morning, or that Tuesday afternoons are quietly the worst service window you have. By the time the report lands, the week it describes is gone.
Dashboards that refresh continuously change what the numbers are for. They stop being a record and start being something you can act on while it still matters.
Fourteen dashboards, ready on day one
You don’t start with a blank canvas. A standard set is built and tuned before you log in, covering what almost every business asks for first.
Inbound call volume
and outbound activity — how much is actually coming in and going out, by hour and by day.
Queue performance
and ring-group stats — where calls wait, and where they wait too long.
Agent activity
and extension summary — who is taking the load, and who is available.
Abandoned calls
and answer / SLA rates — the two numbers that tell you whether customers are getting through.
Average talk time
and peak-hour analysis — the staffing conversation, with evidence attached.
Call trends over time
— whether this month is genuinely busier or it just felt that way.
Live wallboard view
— built for a screen on the wall rather than a browser tab.
Put it on the wall
The wallboard view is designed to be looked at from across a room. Dashboards can be rotated as a playlist on an office TV, so the team sees the queue depth and the answer rate without opening anything. It is a small change that does more for service levels than most reporting ever does, because the number is in front of the people who can move it.
Built around your numbers, not ours
The standard set covers the common questions. The useful ones are usually specific to your business — a service level you promise a particular client, an abandonment threshold that matters in your industry, a split by site or by team that nobody else would think to build. Custom dashboards are built around whatever you actually manage to.
Hosted, secured and managed
Tenant-isolated on Microsoft Azure.
Your data sits in your own tenant rather than a shared pool.
Configurable retention.
You decide how far back the history goes.
Fully managed.
We handle the setup, the hosting, the tuning and the support. You open a browser.
How it goes in
We connect your 3CX system
to your private analytics tenant, using the 3CX call control and reporting APIs.
Your standard dashboards go live
— usually within days, not weeks.
Custom views get added
as you work out what you actually want to watch.
We keep it running
and tune it as your call patterns change.
The AI layer
Alongside the volume and queue numbers, 3CX’s own AI reporting scores the sentiment of conversations across agents, queues and ring groups, and produces automatic call summaries. That turns “the calls felt rough this week” into something with a trend line on it, and flags an unhappy customer while you can still do something about it.
Sentiment and summaries depend on transcription, so the two go together — see AI call transcription. Both depend on your 3CX licence tier, which we confirm at deployment.
Frequently asked questions
What is SIP Connect 3CX Analytics?
A managed analytics service that connects your 3CX phone system to live Grafana dashboards. Fourteen standard dashboard views are built and tuned before you log in, hosted on Microsoft Azure in a tenant isolated to your business, with custom views added around the numbers you actually manage to.
How is it different from the reports already in 3CX?
3CX’s built-in reporting is solid for scheduled and historical reports. This is continuous and visual: live dashboards you can leave on a screen, built around your KPIs rather than a fixed template, with history retained as long as you want it.
How long does it take to go live?
The standard dashboard set is usually live within days of connecting your system. Custom dashboards follow once you have used the standard ones long enough to know what is missing — which is the right order to do it in.
Where does the data live?
In a tenant isolated to your business on Microsoft Azure. Retention is configurable, so you set how far back the history goes rather than accepting a default.
Can we put dashboards on a TV in the office?
Yes — that is what the live wallboard view is for, and dashboards can be rotated as a playlist so a single screen cycles through the ones that matter to your team.
Do we need 3CX to use it?
Yes. It reads from 3CX’s call control and reporting APIs, so it needs a 3CX system behind it. We design, host and support those too — see 3CX phone system.
What does it cost?
It depends on the retention you need, how many custom dashboards you want and whether you need executive reporting on top. Call 1300 747 266 and we will recommend the right fit and quote it properly rather than guessing at a number on a web page.
Can we get sentiment analysis as well?
Yes, through 3CX’s AI reporting, which scores conversation tone across agents, queues and ring groups and produces automatic call summaries. It depends on transcription being enabled and on your 3CX licence tier, which we confirm at deployment.
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