Call Analytics

Call Analytics #

The call analytics solution provides a range of tools to analyze the call experience of your customers and to monitor the performance of staff, both historically and in real-time.

The solution stores as much information as it can about telephone calls, it tracks where calls have routed to (including Call Routing Announcements/Auto Attendants) and stores DID, contact information and internal information such as agent IDs.

Historical Reporting vs Real-Time Reporting #

There are three interfaces provided by the system to access call information:

  • Reporting - Provides access to completed call data to identify specific calls or analyze performance and trends.
  • Wallboard - Provides access to active calls and daily completed call data. Designed to be viewed on a large screen.

Reporting #

The historical reporting interface ('Reports' option on the main menu) provides a way to view completed call data over a specific period of time. This can be for the current day or over a large period of time like a week or month. Historical reports are designed to be used to locate specific calls or to monitor customer experience/user performance over time to ensure that service levels are being met.

Call data can be viewed as a list if searching for a specific telephone call, or grouped together. This allows call traffic to be analyzed in more detail.

Once configured, historical reports can be scheduled to be delivered via email or to a network share on a regular basis.

Calls only appear in the historical reports once they have completed. For more information, please refer to the Historical Reporting section.

Real-Time Wallboard #

The real-time interface provides a view of daily call data (including calls that are in progress) and allows users/supervisors to track performance and customer experience as it is happening. Being able to track performance in real-time allows immediate responses to be made to improve performance.

The real-time wallboard views provide a range of tiles which can be customized and filtered as required. Alarms can then be used to alert users to areas that may need analysis or attention.

For more information, please refer to the Real-Time Reporting section.

Using Call Analytics #

The historical and real-time elements of the system allow analysis of many aspects of call and status information. The sections below outline some example uses for reports and real-time tiles that can be used to get started when analyzing customer experience and user performance.

Analyzing Customer Experience #

Ensuring that customer inquiries are answered quickly and dealt with in a prompt manner is important to all businesses. The following reports and statistic tiles will help to analyze how long your customers are waiting and how long they spend on the phone to you.

Reports #

  • Calls by DID Report -> This shows call data grouped by the external number your customer dialed. The default columns show how many calls came in and details of both talk time and ring time (longest and average).
  • Call List -> Identify a specific customer's call and trace it through the telephone system.
  • Unreturned Lost Calls -> Provides a list of callers into your business where the call was not answered before the external caller hung up. Calls are removed from this list when they have been called or they have called back in and have been answered.

Real-Time Statistics #

  • Longest Waiting (Active Call Statistics) -> Displays the longest time any call has been waiting.
  • Incoming Ringing Calls (Active Call Statistics) -> the total number of external incoming calls in the ringing state.
  • Calls Lost (Call Totals) -> Displays how many callers hung up before being answered.
  • Use Alarms on your statistics tiles to notify when customers have exceeded your predefined threshold/SLAs.

Call Tagging #

  • Order/Customer Reference Number -> Tag calls with data to uniquely identify customers or customer interactions using call tags. This data can then be used to filter reports and analyze specific customer experiences.
  • Call Categories -> Tag calls with categories (Sales, Support etc.) to allow analyze of customer experience in different area of your business.

Analyzing User Performance #

It is important to monitor users within the business to ensure they are handling calls correctly. This can mean answering calls in a timely manner but also not spending too much time with one customer at the expense of another.

User performance can be analyzed at device, user or agent level.

Reports #

  • Calls by User/Agent/Device -> Look at call performance on a user level.
  • Calls by Queue -> Look at the service level, lost calls and performance at team level.

Real-Time Statistics #

  • Agents Free -> Is there anyone available to take calls.
  • Avg Time Busy/Avg Talk Time -> What is the average amount of time spent on a call.
  • Avg Time Busy N/A -> What is the average time spent in wrap up.
  • Longest Time In DND for an Agent -> How long was the longest time an agent spent in do-not-disturb.

Call Tagging #

  • Disposition Codes -> Tag calls with data to uniquely identify customers or customer interactions using call tags. This data can then be used to filter reports and analyze specific customer experiences.
  • VIP or Abusive Call Flags -> Tag calls with specific flags to help users identify calls which were difficult or special in somewhere. These can then be actively targeted by supervisors when reviewing user performance.
  • Post Call Surveys -> Using Call Flows and Web hooks, calls can be tagged with a customer DTMF response, allowing post call questions to be asked on user performance.