Geographic analytics allows you to improve your team's performance analysis by visualizing call distribution across different countries. In this guide, you’ll learn how to navigate the interactive map, track key global statistics, and customize your top 10 country metrics.

Prerequisites

• To use the Geographic Analytics feature, a Business license is required. 
• You must also activate this free feature in your Marketplace beforehand.

Track global call distribution

1. Access and navigate the interactive map

Learn how to read call volumes and routing visually across different regions on the map.

• Go to your Geographic analytics page.
• Filter your analytics by all calls, IVR, direct line or personalize it.
• Look at the color-coded map showing your global call distribution. The interactive map uses a color scale ranging from the lightest shades (fewest calls made or received) to dark red (most calls made or received).
• Click on any country you want to analyze to view active call flows and connections.
• Deactivate the connections view.
• Select a country.

2. Track high-level map statistics

Review the aggregate activity numbers displayed directly beneath the map interface. Find the following key performance numbers located below the map:

1. Contacted countries: The total number of countries you have contacted and that have contacted you.
2. Total calls: The total number of calls received and made.
3. Total phone hours: The total amount of time your team spent on the phone.
4. Active agents: The total number of unique agents who have made calls.

3. Customize your Top 10 Countries list

Configure the leaderboard table to display the exact data columns your team needs to evaluate.

1. Scroll down to the Top 10 Countries section below the map
2. Click on the Manage columns option
3. Select or deselect columns to add or remove them from your table
4. Hover your mouse over any column header to see detailed metric descriptions

4. Understand your custom leaderboard columns

Analyze the specific breakdowns available for your top 10 called countries.

Available Columns

1. Total communication time: Shows the total communication time spent in the relevant country.
2. Call type distribution: Shows the breakdown between incoming and outgoing calls.
3. Most called IVRs: Displays the names of your most frequently solicited IVR menus.
4. Agents: Displays the names of your most solicited agents in that region.
5. Tags: Displays the tags most frequently applied during calls in that region.

🎉 You now know how to analyze geographic analytics and can optimize your international call strategies and agent routing!