Who has access to analytics?
- Pro User or Contact Center Agentin an organization with the exchange packageUnlimited
- Pro users or Contact Center Agentin an organization with the Light switch package canbuy the analytics add-on service
- The user must have the permissionTelephony systemand/or the authorizationAnalytics.
Open analytics
- Click on Analytics in the app
In many cases, it is more cost-effective to upgrade the switch package from Light to Unlimited instead of purchasing the additional service that is included in the package.
General information
What is Analytics?
Analytics is a smart service that allows you to analyze your ring flows to streamline your business. Choose metrics based on your KPIs and get started right away!
Who can see what?
Pro users with Analytics permissions can view and analyze all response groups in their organization, regardless of whether they are an agent, supervisor, or none of the groups.
Buy the service
You need to have account permission to purchase additional services.
How to use analytics
- Select the group or users you want to analyze. If you choose to analyze a group, you will also get access to agent statistics for that particular group. However, if you select users, you will get statistics for all of the user's calls.
- Select the desired date range.
- Adjust time intervals and thresholds as needed.
- Choose whether to include missed calls or exclude early hang-up. The default threshold for Early hang-up is 10 seconds, unless otherwise specified. This means that calls that end before the threshold is reached are not included.
- Select the response group or users you want to analyze.
- Click Search.
Adjust Metrics
- By clicking on the eye to filter, you can choose to include or exclude different metrics
Export data in analytics
- Click on the ellipsis menu (the three dots)
- Select download excel file.