With geographic analytics, improve your team's performance analysis. 📈 An interactive map allows you to visualize call flows, while a table provides detailed statistics based on the area code of the number. Only the top 10 called countries are included. The area receiving the most calls is highlighted in dark red on the map.
Prerequisite:
- You must have activated the free feature in your Marketplace beforehand.
- To use the Geographic Analytics feature, a Business or Advanced license is required.
Understanding Your Geographic Analytics
- 🖥️ Go to your Dashboard, in the "Geographic Analytics" section of the "Analytics" menu.
You can then visualize all your geographic analytics spread across several shades of color, ranging from the lightest for the fewest calls made/received to the darkest for the most calls made/received 📊:
Note: The "Connections" button allows you to show or hide the links between countries.
Below your map, you will find the following numbers:
- The number of countries you have contacted and that have contacted you
- The total number of calls received and made
- The total number of hours spent on the phone
- The number of agents who have made calls
Understanding Your Top 10
In this section, you will find by default 2 columns: the top 10 countries and their total number of calls. You can use the option Manage columns to add and remove columns with the following descriptions (hover over the information you want to see more details):
- Total communication time spent in the relevant country
- Distribution by call type, between incoming and outgoing calls
- Most called IVR's, giving you the names of the most solicited IVR's
- Agents, giving you the names of the most solicited agents
- Tags, most frequently used during your calls