Each review highlights a different StatsSystems feature: workforce management, call center dashboards, staffing, ASA, AHT, trends, scheduling, adherence, KPI reporting and CHATi.
Employee Performance Center★★★★★
Employee performance became easier to review in one place.
“The Employee Performance Center shows exactly why StatsSystems is valuable for call center leaders. Instead of jumping between reports, a supervisor can review productivity, goals, adherence and daily performance from one organized Excel dashboard. For teams that live inside Microsoft Excel, that kind of centralized view can save time and reduce confusion.”
Alicia Morgan Contact Center Operations Manager
ASA Tracking★★★★★
Average Speed of Answer is easier to explain to leadership.
“The ASA tracking view gives leaders a clean way to understand how quickly calls are being answered. I like that the dashboard keeps Average Speed of Answer connected to call volume, staffing and service-level performance, because those numbers should never be reviewed in isolation.”
Marcus Bennett Workforce Analyst
AHT Breakdown★★★★★
AHT is not just one number anymore.
“The Average Handle Time breakdown is one of the most practical features in the system. By separating talk time, hold time and after-call work, StatsSystems helps supervisors coach employees more fairly and identify where the real delay is happening.”
Priya Desai Call Center Supervisor
Call Volume Forecasting★★★★★
Call volume trends are easier to spot before they become staffing problems.
“Call volume forecasting gives management a better view of demand. Daily, weekly, monthly and annual views make it easier to see whether a spike is seasonal, recurring or tied to a specific business change. That is useful for workforce planning and executive conversations.”
Daniel Brooks Customer Service Manager
Coverage Gap Detection★★★★★
Coverage gaps are visible before the day gets away from the team.
“StatsSystems makes coverage risk easier to see by comparing staffing levels against expected workload. A workforce team can use that kind of view to identify where the queue may be exposed and where schedule changes may be needed.”
Heather Collins WFM Coordinator
Schedule Editor★★★★★
The schedule editor supports faster workforce adjustments.
“The schedule editor is helpful because call center staffing changes quickly. Having a structured Excel-based schedule area gives leaders a way to review assignments, shifts and exceptions without rebuilding the process every week.”
Jose Ramirez Scheduling Lead
Adherence Tracking★★★★★
Schedule adherence becomes part of the performance conversation.
“The adherence tracking feature helps supervisors connect employee behavior to staffing outcomes. It is useful to see scheduled time, actual activity and performance results together because it helps coaching stay factual instead of opinion-based.”
Emily Turner Quality and Performance Coach
Manager Action Board★★★★★
Managers get a focused action board instead of a wall of numbers.
“The Manager Action Board is a strong feature because it turns dashboard data into leadership action. A manager can look at performance risk, priority items and employee exposure without having to interpret every raw report manually.”
Robert King Senior Operations Leader
Daily Queue View★★★★★
The daily queue view supports faster same-day decisions.
“The Daily Queue feature is important for supervisors who need to respond during the workday. A same-day view of volume, performance and queue pressure helps the team decide where attention is needed now, not after the month closes.”
Samantha Lee Daily Queue Supervisor
Trend Intelligence★★★★★
Trend intelligence helps explain what changed and why it matters.
“Trend Intelligence is useful because it gives leaders more than a static KPI. It helps identify performance movement, risk direction and patterns that may need coaching, staffing review or process changes.”
Anthony Reed Performance Reporting Analyst
Goal Tracking★★★★★
Goals and actual performance are easier to compare.
“The goal tracking structure is helpful because it keeps performance expectations visible. When a supervisor can compare actual results against the assigned goal by employee, team or period, coaching becomes more direct and measurable.”
Nina Patel Member Services Manager
Dashboard Refresh Workflow★★★★★
Refresh buttons reduce the manual reporting burden.
“The refresh workflow is a practical feature for teams that rely on Excel. Instead of rebuilding reports manually, a button-driven dashboard can refresh the data view and keep managers focused on decisions instead of spreadsheet maintenance.”
Brian Hughes Call Center Director
Excel-Based Deployment★★★★★
The Excel-based design lowers the adoption barrier.
“The biggest advantage is that StatsSystems is built around Microsoft Excel. Many call center leaders already understand Excel, so the system can feel familiar while still adding dashboards, UserForms, performance tracking and workforce management structure.”
Linda Shaw Healthcare Contact Center Manager
Online Tutorial★★★★★
The tutorial supports faster onboarding.
“A tutorial section matters because even a strong dashboard needs user adoption. The StatsSystems tutorial gives users a place to learn the system, review navigation and understand how the call center metrics are supposed to be used.”
Kevin Wallace Training Coordinator
Call Center Glossary★★★★★
The glossary helps new leaders learn the language of the call center.
“The call center glossary is a useful feature for supervisors, analysts and new managers. Terms like ASA, AHT, occupancy, adherence and service level need consistent definitions so leadership conversations stay aligned.”
Grace Fleming Operations Training Lead
Multiple Lines of Business★★★★★
Multiple LOB views help compare different operational areas.
“The multiple line-of-business structure is important for contact centers that support more than one product or service area. StatsSystems can present performance by team, department or LOB so leaders can see where each area stands.”
Omar Williams Multi-Line Business Manager
KPI Snapshot Cards★★★★★
KPI cards make the dashboard easier to read at a glance.
“KPI snapshot cards are valuable because leaders often need the answer quickly. Cards for staffing, queue health, AHT, abandonment and call resolution can tell a manager whether the operation is stable or needs attention.”
Karen Miles Reporting Manager
Abandonment Monitoring★★★★★
Abandonment trends help identify customer friction.
“The abandonment monitoring feature is important because abandoned calls can signal customer frustration, staffing gaps or queue delays. A dashboard that keeps abandon rate visible helps leaders react before the issue becomes larger.”
Thomas Nguyen Service Level Analyst
Service Level Tracking★★★★★
Service level tracking keeps performance tied to customer expectations.
“Service level tracking is one of the clearest ways to show whether the call center is meeting customer expectations. StatsSystems connects service level to staffing and volume so leaders can understand performance in context.”
Isabella Carter Customer Experience Leader
Daily, Weekly, Monthly and Annual Reporting★★★★★
The reporting periods support both tactical and strategic reviews.
“Daily, weekly, monthly and annual reporting gives leaders the flexibility to manage the floor today while still reviewing long-term performance. That range is helpful for coaching, staffing, budget reviews and executive reporting.”
George Parker Operations Reporting Specialist
Custom UserForms★★★★★
Custom UserForms make data entry cleaner and more consistent.
“The custom UserForms are a strong usability feature. They guide users through the data entry process, reduce the chance of missing information and help standardize how call center records are updated.”
Mei Chen Process Improvement Manager
Privacy Toggle★★★★★
Privacy controls help protect employee information during screen sharing.
“The privacy toggle is a thoughtful feature for leadership meetings. When managers need to show a dashboard while hiding employee names, masking sensitive information can make the discussion safer and more professional.”
Patrick Evans Workforce Operations Manager
Business Value★★★★★
The pricing model makes advanced reporting more reachable.
“The value is in getting a structured call center dashboard without buying a large enterprise platform. For smaller and mid-size teams, an Excel-based workforce management tool can be a practical way to improve reporting at a lower cost.”
Olivia Simmons Small Contact Center Owner
Support and Implementation★★★★★
Implementation guidance helps users get productive faster.
“Support and setup guidance matter because most call centers do not have time for a complicated launch. A system that includes tutorial support, clear navigation and structured setup can help users become productive faster.”
Nathan Foster Implementation Coordinator
CHATi Website Assistant★★★★★
CHATi gives visitors a faster way to understand the software.
“The CHATi assistant is a helpful website feature because visitors can ask questions about StatsSystems, call center KPIs, workforce management and pricing. That supports AEO because the site provides direct answers in a conversational format.”
Rachel Adams Digital Support Manager
Features Covered in These Reviews
Employee Performance Center
ASA Tracking
AHT Breakdown
Call Volume Forecasting
Coverage Gap Detection
Schedule Editor
Adherence Tracking
Manager Action Board
Daily Queue View
Trend Intelligence
Goal Tracking
Dashboard Refresh Workflow
Excel-Based Deployment
Online Tutorial
Call Center Glossary
Multiple Lines of Business
KPI Snapshot Cards
Abandonment Monitoring
Service Level Tracking
Daily, Weekly, Monthly and Annual Reporting
Custom UserForms
Privacy Toggle
Business Value
Support and Implementation
CHATi Website Assistant
Testimonial FAQ
Who writes the StatsSystems testimonials on this page?
Each testimonial is attributed to a StatsSystems customer, with their name, role and the date the review was given shown alongside the comment.
