Business often ask us the way to track their Voice calls, and why not? Without proper measurability, there’s no scope for improvement. Most importantly, it is vital to understand not only what’s going wrong but also what’s going right. So our analytics panel gives you complete look through of what’s happening between your business and the customers.
To view analytics, follow the steps below:
Click on the main menu and choose Analytics. A drop down appears as shown in the image below:
Liveview
Liveview provides customized summary of the calls of live calls. You can see how many agents are online, how many agents are busy, call queue status, agent groups, call location and call details.
For example, in the image below, you can see that there are 2 Live calls, 2 agents who are online and 0 agents are busy. The calls are being handled by the agents from the agent group called ‘Support’. You can also see the call details like the incoming call, dialled number from and to, duration and status of the call.
You can also see the exact location, you’re getting the call from and the network provider.
Overview
In the Overview tab, you can get consolidated overview of the caller location. This reports will help you get a precise Target Group based on locational parameters.
For example, you can see in the image below, where the call is received from in the “Caller Location” and in the ‘Location Overview’, you can see the location wise caller counts and provider wise caller counts.
Agent Analytics
Agent analytics let you understand the agent performance in handling the calls. You can view agent wise reports, filter according to the type of call and the percentage counts of the calls answered and missed.
In the image below, you can see the Call Overview and the Average Call Time of the call in seconds. These metrics will be able to guide you to understand the call resolution time per each call.
You can also view the Status of the Call and the Call Type Overview to understand which type of calls your business gets the most and the least and what will be the status of each call.
In the image below, you can see the call status depicted clearly.
When you click on ‘View Details’ in the image above, you can get a detailed report in a new page:
Similarly, you can also view the overview of the call type. You get to see the percentage of call forwards, Click to call and incoming calls, in the image below.
Agent Liveview
A single agent can get multiple calls at the same time. Agent Liveview simplifies this concept and shows the number of live calls the agent is receiving on the given number.
With Agent Liveview, agent can monitor their live calls. Agent can access their Live View from the Side Menu–> Analytics–> Live View.
For agents to access Agent Liveview, their Admin user must have given them permission to access Agent Liveview. The Liveview dashboard contains the following information:
The number of calls in queue
Incoming calls (If any)
Agent last 10 Calls history
The caller details
Call type (Inbound or Outgoing)
Transfer live call to another agent
Call duration
End your call from Liveview
Last 5 calls from the caller
The agent(s) to which caller had communicated last time
Add final outcome to the call (from the list of Call Disposition options)
The status of the call i.e. active or disconnected
Live view Dashboard
With Agent Liveview dashboard, agent can monitor his calls. By default, agent will see his last 10 calls history.
Here, agent can view following information:
Calls in Queue: This will show the number of calls in queue for a Voice account against the respective DID number. Agent can view how many calls are in queue apart from his active call. If agent picked up any incoming call, then one subsequent call get reduced from the queue.
Note: Call Queue should be enabled within IVR on Dial widget so as to get valid "Calls in Queue" count. |
Active Call: In this section, agent will see either Incoming call along with caller number/name or Ongoing call along with caller number/name. If customer name is not saved in Phone Book, then caller number will be shown.
Upcoming Follow Ups: In this section, agent can view his next 5 upcoming follow ups with his customers for the same day. If no follow up is there on the same day. then "No follow ups" will be shown.
Calls History: Here, logged in agent will see his last 10 calls with different customers or same customers. Also, call details will be shown that include Caller number/name, time, call status and agent disposition. Agent can also click on ‘ViewMore’ button to view all the calls applicable for his account. After clicking on ViewMore, he will be redirected to Call Logs page.
If there’s an incoming call, then agent Liveview will look like the image below:
Just after agent picks up the call, 1 tab will be automatically opened up next to Agent Liveview tab. Agent can also click on "Redirect/New Tab" icon to redirect to the respective customer tab to perform various actions.
On customer tab, agent can view caller information and last 5 calls history from the same caller. Maximum 6 tabs can be opened on the same screen. Following items are accessible on live customer tab:
In Call: This will be shown if call is active. If call has ended, then call duration will be shown.
Caller Info: Caller name and number will be shown. If caller number is not saved, then number will be displayed.
Click-to-Call Icon: This can be used for initiating Click-to-Call if current call with the same caller has been ended.
SMS to user: This can be used to send an SMS to the caller.
Follow up: Agent can add new follow up for the same caller.
End Call: Agent can anytime end the active call.
Transfer: Agent can simply click on this icon and transfer the call to another agent. Agent can choose the dropdown list of agents to whom call to be transferred.
Agent/Call Disposition: Call Disposition can be defined as the final outcome of the call. Admin can configure such Call/Agent Disposition values under Account Settings. If no Call Disposition has been set, then it would be left blank.
Note: Agent can add notes to the same call either while call is active or not. |
Caller History: Last 5 calls from the same caller will be shown here so as to track to which agent caller last talked to, what notes has been added for the last call, what was the call disposition from the designated agent and when was the last call happened.
Agent Performance
For your teams to perform well, it’s a significant process to know the contribution of each agent to the team. Agent performance report throws insights on the agent details like the agent number, total calls answered by the agent, incoming call duration, Click to Call Duration, Total Billing seconds, Credit utilized and calls missed by the agent.
You can view and ‘Login as your agent’ by clicking on icon.
You can view the status history by clicking on icon.
From the status history, you can also see the last login time of the agent.
You can export the data to your computer by clicking on icon.
You can also filter the agent details based on the filters shown in the image below:
When the report is extracted there are multiple fields to be explained
Agent Name
Agent Number
Total Billsec
Avg Handling Time
Total Calls Offered
Total Outgoing Calls
Answered Incoming Calls
Answered Outgoing Calls
Incoming Bill Second
Outgoing Bill Second
Failed Incoming Calls
Failed Outgoing Calls
Missed Incoming Calls
Missed Outgoing Calls
Abandoned Calls
Credit Utilized
Total Login Time
Total Interval
Agent Added On
Agent Status
Call Summary
To know the Summary of each type of call and the consolidated calls, you can view the ‘Call Summary’
As shown in the image below, you get to view the status of the calls, the counts of the call and the overall percentage of calls. The current day data will not be available.
You can export the data to your computer by clicking on icon.
To view analytics, follow the steps below:
Click on the main menu and choose Analytics. A drop down appears as shown in the image below:
Liveview
Liveview provides customized summary of the calls of live calls. You can see how many agents are online, how many agents are busy, call queue status, agent groups, call location and call details.
For example, in the image below, you can see that there are 2 Live calls, 2 agents who are online and 0 agents are busy. The calls are being handled by the agents from the agent group called ‘Support’. You can also see the call details like the incoming call, dialled number from and to, duration and status of the call.
You can also see the exact location, you’re getting the call from and the network provider.
Overview
In the Overview tab, you can get consolidated overview of the caller location. This reports will help you get a precise Target Group based on locational parameters.
For example, you can see in the image below, where the call is received from in the “Caller Location” and in the ‘Location Overview’, you can see the location wise caller counts and provider wise caller counts.
Agent Analytics
Agent analytics let you understand the agent performance in handling the calls. You can view agent wise reports, filter according to the type of call and the percentage counts of the calls answered and missed.
In the image below, you can see the Call Overview and the Average Call Time of the call in seconds. These metrics will be able to guide you to understand the call resolution time per each call.
You can also view the Status of the Call and the Call Type Overview to understand which type of calls your business gets the most and the least and what will be the status of each call.
In the image below, you can see the call status depicted clearly.
When you click on ‘View Details’ in the image above, you can get a detailed report in a new page:
Similarly, you can also view the overview of the call type. You get to see the percentage of call forwards, Click to call and incoming calls, in the image below.
Agent Liveview
A single agent can get multiple calls at the same time. Agent Liveview simplifies this concept and shows the number of live calls the agent is receiving on the given number.
With Agent Liveview, agent can monitor their live calls. Agent can access their Live View from the Side Menu–> Analytics–> Live View.
For agents to access Agent Liveview, their Admin user must have given them permission to access Agent Liveview. The Liveview dashboard contains the following information:
The number of calls in queue
Incoming calls (If any)
Agent last 10 Calls history
The caller details
Call type (Inbound or Outgoing)
Transfer live call to another agent
Call duration
End your call from Liveview
Last 5 calls from the caller
The agent(s) to which caller had communicated last time
Add final outcome to the call (from the list of Call Disposition options)
The status of the call i.e. active or disconnected
Live view Dashboard
With Agent Liveview dashboard, agent can monitor his calls. By default, agent will see his last 10 calls history.
Here, agent can view following information:
Calls in Queue: This will show the number of calls in queue for a Voice account against the respective DID number. Agent can view how many calls are in queue apart from his active call. If agent picked up any incoming call, then one subsequent call get reduced from the queue.
Note: Call Queue should be enabled within IVR on Dial widget so as to get valid "Calls in Queue" count. |
Active Call: In this section, agent will see either Incoming call along with caller number/name or Ongoing call along with caller number/name. If customer name is not saved in Phone Book, then caller number will be shown.
Upcoming Follow Ups: In this section, agent can view his next 5 upcoming follow ups with his customers for the same day. If no follow up is there on the same day. then "No follow ups" will be shown.
Calls History: Here, logged in agent will see his last 10 calls with different customers or same customers. Also, call details will be shown that include Caller number/name, time, call status and agent disposition. Agent can also click on ‘ViewMore’ button to view all the calls applicable for his account. After clicking on ViewMore, he will be redirected to Call Logs page.
If there’s an incoming call, then agent Liveview will look like the image below:
Just after agent picks up the call, 1 tab will be automatically opened up next to Agent Liveview tab. Agent can also click on "Redirect/New Tab" icon to redirect to the respective customer tab to perform various actions.
On customer tab, agent can view caller information and last 5 calls history from the same caller. Maximum 6 tabs can be opened on the same screen. Following items are accessible on live customer tab:
In Call: This will be shown if call is active. If call has ended, then call duration will be shown.
Caller Info: Caller name and number will be shown. If caller number is not saved, then number will be displayed.
Click-to-Call Icon: This can be used for initiating Click-to-Call if current call with the same caller has been ended.
SMS to user: This can be used to send an SMS to the caller.
Follow up: Agent can add new follow up for the same caller.
End Call: Agent can anytime end the active call.
Transfer: Agent can simply click on this icon and transfer the call to another agent. Agent can choose the dropdown list of agents to whom call to be transferred.
Agent/Call Disposition: Call Disposition can be defined as the final outcome of the call. Admin can configure such Call/Agent Disposition values under Account Settings. If no Call Disposition has been set, then it would be left blank.
Note: Agent can add notes to the same call either while call is active or not. |
Caller History: Last 5 calls from the same caller will be shown here so as to track to which agent caller last talked to, what notes has been added for the last call, what was the call disposition from the designated agent and when was the last call happened.
Agent Performance
For your teams to perform well, it’s a significant process to know the contribution of each agent to the team. Agent performance report throws insights on the agent details like the agent number, total calls answered by the agent, incoming call duration, Click to Call Duration, Total Billing seconds, Credit utilized and calls missed by the agent.
You can view and ‘Login as your agent’ by clicking on icon.
You can view the status history by clicking on icon.
From the status history, you can also see the last login time of the agent.
You can export the data to your computer by clicking on icon.
You can also filter the agent details based on the filters shown in the image below:
When the report is extracted there are multiple fields to be explained
Agent Name
Agent Number
Total Billsec
Avg Handling Time
Total Calls Offered
Total Outgoing Calls
Answered Incoming Calls
Answered Outgoing Calls
Incoming Bill Second
Outgoing Bill Second
Failed Incoming Calls
Failed Outgoing Calls
Missed Incoming Calls
Missed Outgoing Calls
Abandoned Calls
Credit Utilized
Total Login Time
Total Interval
Agent Added On
Agent Status
Call Summary
To know the Summary of each type of call and the consolidated calls, you can view the ‘Call Summary’
As shown in the image below, you get to view the status of the calls, the counts of the call and the overall percentage of calls. The current day data will not be available.
You can export the data to your computer by clicking on icon.