DENVER, CO – November 20, 2024 — T2M Works unveiled its Advanced Calling Insights Dashboard, a business intelligence platform built on enriched Microsoft Graph Call Detail Records (CDRs) and Power BI.  

Rather than focusing solely on technical metrics, the dashboard elevates call data into operational insights that help organizations understand customer engagement patterns, agent effectiveness, service responsiveness, and overall workflow efficiency. It provides leaders with a clear view of how voice interactions influence revenue, customer retention, and end-user productivity across the enterprise. 

With deep analytics for agent behavior, queue performance, call outcomes, and campaign conversion, the dashboard enables organizations to identify the “why” behind customer experience results. Managers can see which agents consistently deliver strong first-call resolution, where coaching opportunities exist, which customer journeys stall, and how operational processes impact business performance. Through intuitive filtering and drill-downs, the dashboard surfaces bottlenecks, training gaps, staffing misalignments, and workflow inefficiencies—giving organizations the ability to take action with precision and confidence. 

The dashboard also integrates seamlessly into T2M Works’ agentic automation ecosystem, powering agents such as Candace (frontline receptionist), Carl (data interrogator), and Halas (performance coach). These agents use insights derived from Graph data to automate follow-up actions, support agent development, detect emerging patterns, and continuously improve customer interactions. By treating calling data as an operational asset—not just a technical artifact—T2M Works advances its Modern MSP model, where AI-driven insights, agent performance, and business outcomes become the core drivers of communication strategy and organizational growth.