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Tracking Call Center Metrics in Salesforce Using Third-Party Apps


Salesforce is a powerful platform that can help you track a wide variety of customer interactions. But what if you want to track call center metrics in addition to other data? One solution is to use third-party apps that integrate with Salesforce. In this article, we’ll discuss the benefits of using these apps and how they can help you track your call center operations.

What are call centre KPI metrics?

Salesforce is a popular CRM system for sales and marketing teams. In order to measure the effectiveness of your call center, you need to track certain KPIs.

Some common call center metrics to track include:

1. Average ticket duration
2. Contact closure rate
3. Response time
4. Call volume

What is the best way to keep track of my call centre?

Keeping track of your call center metrics in Salesforce can be a challenge. There are many third-party apps that can help you do this, but which one is the best? Here are some of the most popular options:

1. CallTrackr: This app is designed for call centers, and it allows you to track all types of metrics, including customer satisfaction, phone queues, and more.

2. Niall Kavanagh’s Call Quality Analyzer (CQA): This app is designed to help you improve your call quality by measuring various factors, such as dropped calls, voice quality, and more.

3. CallStream: This app allows you to track both calls and leads in Salesforce. You can also see how long each call lasts and how many times it’s been transferred.

4. SalesforceIQ: This app allows you to view data from your sales reps’ past calls in order to better predict future ones. It also provides reports on how well your team is performing overall.

What are the methods for calculating call centre metrics?

There are a number of different methods for calculating call center metrics. One method is to use a call recording and analytics tool, such as Salesforce CRM or Call Analytics. This can help track things like average time on phone, percent of calls answered in less than two minutes, and number of conversations per day. Other methods involve manually tracking key data points, such as queue length or average wait time. Whatever method you choose, make sure you’re tracking it consistently so you can get accurate results.

Tracking Calls in Salesforce

Salesforce is a powerful tool for tracking and managing customer interactions, but it can be difficult to track call center metrics using the built-in features. Totrack call center metrics in Salesforce effectively, you can use third-party apps.

One popular app for tracking call center metrics is Kloud. Kloud provides detailed information about each call, including contact information, phone status, and performance data. You can also use Kloud to create reports and track changes over time.

Another app that is useful for tracking call center metrics is CallTracker Plus. CallTracker Plus provides detailed information about each incoming or outgoing phonecall, including contact information, duration of the call, and performance data. You can also use CallTracker Plus to create reports and track changes over time.

Tracking Customer Service Metrics with a Third-Party App

The Salesforce customer service metrics application provides you with the ability to track all customer service calls, including numbers dialed, duration of calls, and agent responses. Additionally, you can view customer demographics and behavioral data such as average wait times and abandonment rates.

Third-party apps such as CallFire can also be used to track call center metrics in Salesforce. CallFire is a cloud-based call tracking tool that offers users an easy way to record and report on all customer interactions from a single platform. This allows you to see how your agents are performing, identify areas for improvement, and measure your company’s progress against key performance objectives (KPIs).


In this article, we will be discussing how to track call center metrics using third-party apps. Salesforce is a great tool for tracking customer interactions and CallHub provides the ability to track sales leads and activity in your call center. By integrating these two applications, we can get a comprehensive understanding of our sales process and make improvements as needed.