Call statistics help you improve how your teams' performance is analyzed. 📈 Filter your call analytics to analyze the performance of a user or a group of users, for example. You’ll then be able to more effectively monitor essential performance indicators on your teams and produce detailed reports. 📝
Note:
- In-depth analytics are available for the Business and Advanced packs
Understand your call analytics
🖥️ From your Dashboard, go to the “Call analytics” section of the “Analytics” menu. This will allow you to view all analytics on your calls 📊 :
- Number of outgoing and incoming calls (answered and missed, processed or not) over the given period
- Duration of all outgoing calls and incoming calls picked up over the given period
- Service Level : rate of answered calls
- Wait time : average waiting time before a call is answered
- ACD in : average communication duration for incoming calls
- ACD out : average communication duration for outgoing calls
You also have the option of viewing your analytics as graphs 📈. Change the type of graph (line, area or bar) along with the call data to display, then select the interval for which you want to display this data.
You will find the following filters:
- Total calls
- Service level
- ACD
- Total call duration
- Avg. wait time
- Total wait time
- Advanced service level
- Unique callers
- Avg. abandon time
Reading the heatmap
The heatmap 🌡️ is a feature enabling you to monitor your activity at a glance, giving you an hourly view of your service level over the week. Analyze and plan ahead for your resource requirements and improve the quality of your service! 🚀
Want to access this feature? Head to the “Analytics” section in your Dashboard.
On the heatmap graphic, select the indicator you want to view: number of calls, incoming calls, missed calls, outgoing calls, Service Level, or wait time:
The heatmap will then display the data with an hourly 🕐 over the week
The color code means that you can identify any spikes (or drops) in the performance of your service (missed calls, service level, wait time) 📅
Additional detail for call account
Attention: The difference between the sum of calls in the leaderboard and the overall analytics is normal and expected. For example:
Although there are 10 distinct missed calls, if a call is missed by multiple users, it will be counted for each user on the leaderboard, thus increasing the total. Below, we find a total of 9 + 2 + 2 = 13 calls.
Now you know how to analyze your call analytics to continuously improve your teams’ performance 🎉
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 📊 :
- The 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
Here are the terms used for the call analytics of users associated with your IVRs 💬 :
- OUT: the number of outgoing calls made with the IVR number.
- ANSWERED: the user answered the call.
- TOOLATE: 2 users picked up at the same time.
- CALLANSWERED: the user missed the call, but it was picked up by another user, or it's a call that was initially missed and then answered by the same user.
- REJECTED: the user rejected the call.
- INCALL: the user was already on a call.
- SNOOZE: the user was unavailable.
- PLANNING: the call came in outside the user's hours.
- NOTCONNECTED: the user was disconnected.
-
SIP PHONE ERROR => These are all call statuses that do not fall into the other categories of the leaderboard:
- Issue with the SIP phone (most common);
- User in between two statuses (equivalent to the label 'user_busy' that you might find in the logs). Examples: a user who is in the process of ending a call and is not yet fully available while the page is refreshing; or another call is ringing or about to start ringing (recording announcement message); or the user is part of multiple queues, and the system is already offering them a call; or the user has rejected the call from the mobile application...
Receive regular reports on your saved filters
In the call stats, the feature allows exporting statistics as an image with the following specifics:
- Take into account the current filters
- Date picker to select the frequency
- Option to choose the frequency (daily, weekly, monthly)
- Send the report to the user who requested it
- The user can unsubscribe from a previous subscription
To activate these reports:
- Click on "Edit filters".
- Click on "Your filters".
- Click on the 'mail' icon next to the saved filter for which you want to activate the reports.
Note: For this option to be available, your filter must contain the criteria "yesterday", "last week" or "last month".