PCAR selects Helpline Software after a multi-year RFP toimprove statewide caller experience

Helpline Software

Data Analytics for On-call Lines

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The Data You Need

Improve operations, make sure all calls are answered according to your policies.

Ensure callers get timely support, and give leadership the data they need to win more funding for your program.

Graphs surface the most important data about line's health in seconds.

Who Answered, Who Didn't

Realtime call logs show the order in which people were called, who answered, hold times, and talk times.

Realtime call logs showing who was called, who answered, hold times, and talk times
Data to address issues as they come up. See where each call went in real time, who answered, who didn't, and why.

How Many Calls Were Answered & Missed

See how many calls you received and how many answered each month.

Pie chart summary of answered and missed calls
See how many callers you're able to serve. Compare callers who requested an advocate vs. callers connected.

Track Monthly Changes

Bar graph tracking monthly changes in answered and missed calls
Track monthly changes in answered and missed calls.

Visualize Forms the Way You Want

See your intake forms summarized in charts and graphs. Get an overview of caller needs.

Charts and graphs summarizing intake form responses
Understand your callers with graphs and chart summaries.

Where Callers Drop Off

Funnel charts show how many callers got through each stage.

Call funnel chart showing how many callers got through each stage
See how many callers managed to speak to someone.

What Callers Use Your Line For

Breakdown call volume by type. See which services or teams callers need most often.

Breakdown of call volume by call type
Understand the types of calls you get.

Data That Spots Issues for You

Executive Summary answers key questions, including:

  • how many calls were missed because someone wasn't scheduled
  • average hold time for callers who hung up
  • who answered the most calls
Executive summary dashboard with key line performance metrics
See your line's key data at once.

Predict and Prevent Staff Burnout

See who has the highest call and shift load. Predictive analytics show you who's at risk of burnout.

Call load chart showing talk hours and call volume by staff member
Talk hours show how long people are actually spending on the phone.
Staff load dashboard showing calls, shifts, and hours per advocate
See how many calls, shifts, and hours each advocate is handling.

Need better data tracking for your line? Talk to us.

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FAQ

›What call data can I track with Helpline Software?

Helpline tracks call logs, forms, call handling data, and staff load.


Realtime call logs show who received each call in order, why calls were escalated, hold time, and talk time. The software integrates your existing intake forms and generates summaries. Its analytics give you key data to improve coverage, including how many calls were missed because no one was scheduled. The burnout dashboard shows who is answering the most calls and flags staff at risk of burnout.

›Can I see missed calls in real time?
Yes. Helpline's real time call logs show you why calls were missed. You can see who the system tried first, why they didn't pick up, and who it escalated to.
›Can I see why a call was missed or who was contacted before it was answered?
Yes. Call logs show if someone was already on another call, out of network coverage, or didn't respond. It shows each person in the call path.
›Can I compare answered and missed calls over time?
Yes. You can track how many calls were received, answered, and missed each month. Line graphs show trends over time.
›Can I turn responses from our intake forms into charts and graphs?
Yes. Helpline Software integrates your existing forms. It visualizes your form responses using charts and graphs. You can choose the kind of graph you want, such as a bar graph or pie chart.
›Can the analytics help me identify staffing gaps or potential burnout?
Yes. The burnout dashboard gives you insights into each staff member's call load. You can see how many hours each advocate is spending on call. Its predictive analytics show you who's at risk of burning out based on call data.
›Can I use these reports to show leadership and funders how our line is performing?
Yes. Helpline Software shows aggregate call data. The Executive Reports section answers key questions for your line, like how many calls were missed because no one was scheduled.