The incoming call analytics section provides you with a detailed analysis of the 50 clients who have interacted most frequently with your team over a given period. Key metrics, such as the distribution of missed and answered calls, help you identify your most engaged clients and ensure your team is meeting their needs effectively.
To take into account:
- Detailed analytics are available for the Business and Advanced plans
Understanding your incoming call analytics
This feature provides detailed information about each caller:
- The client's number who contacts us,
- The total number of calls made to Ringover agents,
- The number of answered and unanswered calls.
Additionally, the feature calculates the duration of conversations with this contact, indicating the total, minimum, maximum, and average times. It identifies the most used tags for this contact and the agents who respond most frequently.
It also offers a ratio of received calls to transferred calls for this contact, as well as the frequency between callbacks from this contact, including the minimum, maximum, and average values.
You can add or remove columns at any time by clicking on "Add a column" and checking or unchecking the desired analytics.
Filter your call analytics
Filter by countries
You have the option to filter your call data to display activity only from your extensions or direct lines and for the selected country or countries. If you wish to add more countries to your selection, click on the '+' button next to the countries.
Filter all call analytics
You have the option to filter your call data to only display activity from your main lines or your direct lines and over a specified period.
To do this, click on 'edit filters', choose whether you want to display analytics for all calls, only from main lines, or from direct lines.
You may also wish to customize your filters:
- Set the type of notes and tags.
- Set the period for which you want to display your data.
You can filter calls even more precisely, deciding to display or exclude certain calls, defining how you want transfers to be considered, or even filtering calls by assigned tags 👁️ :
Filter call analytics for your IVRs
You can also expand the tree structure of a main line and filter on one or multiple forwards, or even a specific number if there are several on your main line.
- To do this, go to Dashboard > Logs > Call Log,
- Filter your search to display the desired main line(s),
- Click on 'More' next to the name of the main line,
- Choose the forward(s) as well as the number(s) for which you want to refine your filters
- And select 'Refine search'.
If you choose to display only IVR call data, 3 additional types of data will be suggested 📊 :
- lthe reasons why your calls were missed
- the average time before call abandonment (and the maximum time before abandoning)
- call analytics for users associated with your IVR