Analytics pages give the administrators insights into various facets of call behaviour, allowing an in-depth understanding of call patterns.



Agent Analytics

For a fuller understanding of the difference between Agents and Participants, please refer to the chapter on the Agent Workspace, the features enabled on an extension will define whether an extension is able to be an agent. 


Agent analytics provide an in-depth view of the performance of each agent or participant. The main page provides a view with filters that can be used by an administrator to display groups, or a particular extension in this summary view.


The overview shows a number of details including the amount queues an agent is engaged in, the total calls answered or missed, and the average call times. Selecting an agent will provide a detailed report on their performance.


An agent’s detailed view will incorporate time and attendance reporting, such as login summary, pause summary by date, and a pause summary by reason. It is possible to select a date, and see a detailed breakdown of each event during that day.


A breakdown of agent call performance per queue is available, and should dispositions be enabled on those queues, a summary of those per queue as well. Every item in blue in this report is selectable for more detail on that specific item, for example for a list of answered calls in a specific queue, it is possible to select the Answered value of that queue, and those details will be displayed in a new tab.



A participant’s detailed view only shows their breakdown of activity, i.e. a list of calls and pauses per queue during today by default.



Should a date range of multiple days be selected, then a summary of calls per queue per day will be displayed.


 

Queue Analytics

The main Queue analytics page allows an administrator  to see an overview of the performance of the available queues. The queues are grouped by type, which is an indication of focus of call statistics for that queue, i.e. inbound or outbound. This page includes filters which can reduce the view down to a group (type), specific queue or a desired date range of data. 


The analytics pages should only be used for historical data analysis. For current information, refer to the section on Real time pages.


The information available at this overview level is around the macro performance of a queue, total calls, including answered and lost, and time including average and total. More granular information is available by selecting a specific queue. 


Because of the nature of inbound calls as opposed to outbound, the information available when viewing a specific queue is related to the queue type.


Inbound vs Outbound Queue Available Information

Inbound

Outbound

Call Entry Positions

Outbound Abandonments

Queue Abandonments

Disposition Summary

Call Status

Service Level - Answer/Abandon Times

Ring Attempts

Call Activity by Agent

Service Level - Answer/Abandon Times


Disposition Summary


Call Activity by Agent



Inbound Queue Detailed Report

The basis for these differences is the nature of each of these types of calls, for example when calling in, there may be a number of callers waiting for service, in which case understanding the spread of call entry positions will indicate whether there are enough agents to service the demand.


Queue abandonments on an inbound call queue can be for multiple reasons, possibly being that the caller gave up and abandoned the call, or decided to take another action (like leave a voicemail) and so exited with a key press. Alternatively, there may not have been any agents logged in, and the queue was empty, or the demand was too high for the number of agents available and the caller was not able to be answered within the specified queue timeout period.


The Call status reporting component in an inbound call queue will show the ratio of transferred to completed calls, and can often show if an agent is struggling to handle calls by themselves.


The Ring attempt report will highlight attempts to reach the agent that were unsuccessful, either were not answered or rejected either by way of a “Do-Not-Disturb” function or a rapid reject.


Disposition reporting on a queue will show a breakdown of call outcomes, and gives a good high level indication of team effectiveness.


Service levels on an inbound queue, indicate the speed in which a call was answered, and whether this complies with the predetermined threshold configured in the queue settings. Call Centres often need to comply with a Service level agreed upon in their own contracts, which makes monitoring this crucial to their service delivery. “Short abandons” (calls hung up within 5 seconds) are also identifiable within the Service Level report. 



Outbound Queue Detailed Report

Outbound Queue detailed reporting differs from Inbound in many respects. Abandonments, for instance, are based on the behaviour of the agent calling out and the configured timeout value of the queue is the maximum length of time considered reasonable for the agent to wait for the call to be answered, whilst cancelled are those calls hung up before that time limit was reached. This is useful in finding agents who hung up rapidly, not giving the recipient a reasonable chance to answer.


The Service Level component will also assist in identifying agents who are cancelling the call early and not giving the recipient sufficient chance to answer the phone.



Call Traces (Queue Logs)

On both inbound and outbound queue reports, there are values which when pointed at will highlight in blue, which indicates the value can be selected for more detail. This more detailed view will redirect to the queue call logs, that gives a trace of the calls relevant. 




The trace will show each event that took place within the call, and who performed what actions.


From the queue call log an administrator also has the option to search specific date and time range, call disposition, wait time and extensions. 



Inbound Analytics

The purpose of inbound analytics is to provide statistics around inbound calls, including hunt lists and IVRs. These statistics are useful for measuring external behaviour, particularly with interactions with Huntlists and IVRs, for example measuring how often customers reach the end of a huntlist could indicate a need for further actions to be available.


Inbound Routes

The overview of the inbound route shows a summary by DID of which actions applied and how many times. When a call is invalid this means that there was no inbound route to take. These values only indicate the immediate action of the inbound route, for example if an inbound call goes initially to a huntlist and then an IVR, it would only count toward the huntlist count.


Hunt List 

The overview of Hunt lists shows how many levels or actions a number had to go through before being answered. Huntlists should get callers to their destinations as soon as possible. Huntlists with high call counts on higher huntlist levels (Such as "Level 5>"), might indicate a badly configured and inefficient inbound routes.


The IVR Menu 

IVR summary shows which options were selected by callers and how often, also to view how many calls were Timed Out (TO), chose Invalid options (INV), hung up (HU), or choose the “other” option to be transferred to an operator.  


IVR menus with high Invalid(INV) or high Hungup(HU) counts might be an indication of ambiguous IVR options, or options not listed in the IVR menu. Consider the goals of these callers and perhaps include this option in the IVR menu.


Similarly, IVR menus with higher counts on later options might indicate the preferred menu options for the majority callers. Consider moving these options closer to the front of your IVR menu.


For more in-depth call traces, Call Logs can be accessed by clicking through particular values, or by selecting the “Open Call Logs” button within the Report Options on the Inbound Analytics page.


Inbound Call Logs

As with Queue Call logs, the inbound call logs can be filtered by date range and inbound call option whether it be hunt list, IVR, queue, hangup, transferred etc. 


With each call log, the administrator is able to expand the view by clicking the “+” to see all events that occurred within this call. If a “Play” button is present, then the call was recorded and is available for listening or download. A warning indicator will be present if the call has more than 4 events, and that the call should be inspected. 


In the event of attended transferred calls, the detailed steps of inbound calls will only be available up to the point when the transfer occurred. This is because an attended transfer is a new call, and so do not form part of the initial call.



Automated Reporting

Automated reporting is a Manager login specific function. Most of the reports found under this section correlate to the exports found on the corresponding pages within the TMS. Reports can be set up to be delivered in the desired manner to the Manager on a specified schedule, for example hourly, daily, weekly or monthly. Available delivery methods include email (to the email address associated with this account) or SFTP, where it is possible to set the address and credentials for an SFTP server where the file will be delivered to. This method of delivery is often used for integration where the file is ingested into a system on the destination side. There are currently two categories of report available:

  • Financial

  • Agent


When a category is chosen, the report options will change. 

 The report will be sent to the file destination chosen and can be read as a CSV file. 


Financial Reports

Outbound Call History

The Outbound Call History report contains every outbound call made for the specified period, and includes the extension that made the call, duration, dialed number, start time of the call, status and cost. Statuses include answered, busy or no answer.


Incoming Call History

Incoming Call History details all incoming calls and includes a date and time, source number, contact name if the number exists within the company address book, duration (in seconds), answer status, and the number that was dialled (DID).


Call Detail Records

The Call detail records report provides a detailed record by record list of calls through the PBX including the date stamp, details of both parties and the duration.

 

Call Recordings

Provides a detailed list of call recordings including date stamp, details of both parties, duration, files size and direction of the call.


Extensions

Extensions automated report gives a list of the active extensions in the system, with their extension number, configured name, as well as a complete set of all features and whether they are active or not for the given extension.



Call Centre Reports

Agent Summary

The agent summary provides a holistic view of key metrics of agent performance, as well as time and attendance. 


The metrics available in the agent summary are:

  • Total Calls

  • Successful calls, this includes all inbound calls and connected outbound calls

  • Failed calls, this includes inbound calls that rang and were not answered (RingNoAnswer), calls that were rejected due to “Do Not Disturb” function (RingDoNotDisturb) Any outbound calls that failed are also included in this value, for instance abandoned, invalid, congested and busy calls.

  • Dispositioned Call statistics

    • Successful

    • Failed

    • Unsure

  • Initial Login time

  • Last Logoff time

  • Login Duration, as an agent may log in and off several times during the course of their shift, the login duration is the summation of all of those sessions.

  • Pause Durations

    • Productive

    • Non-productive

  • Talk Time

  • Ring Time

  • Idle Time


Agent by Queue Summary

Agent by Queue Summary is a subset of the total agent summary, showing the split of the call statistics, broken down by queue.


Queue Summary

The Queue Summary report provides detailed information as to all aspects of a queue’s performance, these include:

  • Name

  • Queue Type

  • Calls, being the total number of calls processed by this queue.

  • Answered, number of calls answered.

  • Abandoned

  • Talk Time

  • Average Talk Time

  • Ring Time

  • Average Ring Time

  • Ring No Answer (RingNA)

  • Ring Do Not Disturb (RingDND)

  • Out of SLA

  • Short Abandons, being calls that were abandoned within 5 seconds after entering the queue.

  • Early Hangup

    • Agent

    • Caller

  • Failed

  • Dispositions

    • Success

    • Unsure

    • Failed Contact


Pause Summary

Pause detail report shows the summary of agent pauses by reason for each agent, including whether it was a productive pause, the reason and number of events, as well as the duration.

 

Call Disposition Detail

The Call Disposition Detail report shows every disposition record for the date range, and included details such as:    

  • Date

  • Agent

  • Number Dialed

  • Caller Line ID (CLI), being the number shown to the recipient for outbound calls

  • Duration

  • Campaign Name, if dialled from a dialler campaign.

  • List Name, also if dialled from a dialler campaign

  • Queue Name

  • Dial Status

  • Disposition Category

  • Outcome

  • CRM Tag

  • Financial Value

  • SIP Call ID, unique call identifier.


Campaign Analytics

The Campaign analytics main page gives an overview of all campaigns, with a high level view of their progress, total contacts, completed contacts, number of calls, disposition results and number of agents on the campaign for the last month by default. This time period can be adjusted within the filter options. Analytics differs from Realtime here as this encompasses statistics for all campaigns, and their member lists and not just those currently active.


Campaign Specific Statistics 

Selecting a campaign from the main analytics page will open the statistics for that specific campaign. The campaigns overview includes the number of calls, contacts, disposition statistics and target related information. 


The overview section of the campaign statistics includes a progress graph which measures the completed value against the total numbers of contacts available, each call in a campaign should have an outcome, and every contact should be able to be completed, i.e. that it cannot be worked further.


To the right there is an outcomes graph which reflects the proportionate outcomes against the calls made, selecting a particular outcome will toggle the inclusion of that particular outcome category. 


Note: A contact may have more than one number that can be dialled, thus a failed number may not mean a failed contact. 


Campaign Agents Analytics

Within the campaign specific statistics is a section focusing on the performance and productivity of agents within that campaign, this data is the same as is visible through agent analytics for the specific campaign. Within this table of agent campaign data, there should be two icons visible on the far right:



The star indicates that the agent made the most successful calls for that campaign in the time period chosen. 


The flame indicates that the agent completed most calls for that campaign in the time period chosen.


All of the values in this section can be selected for further information. Selecting the  agent name will bring up the agent analytics for that specific agent, whereas the values of Completed, Calls, Success etc will bring up the calls related to the selected field, with the ability to listen to the call recording, if available, and see the relevant contact details.



Within the contact's details, the administrator can view the basic details, the contact status and the details of each call made to this contact. Call recordings are accessible, if available, as well as any notes. 


Campaign Lists

It is also possible to view Campaign statistics in relation to the lists that have been used. Bearing in mind that agents can be allocated to specific lists, and not to the parent campaign, list statistics may be used to see how certain segmentation of the campaign performed in relation to the whole. The statistics available are the same as the campaign level, with the ability to drill through to a selected list. This page looks almost identical to the parent campaign statistics page with the exception that the data is particular to the selected list and the page does not include a lists table.