Viewing analytics on the dashboard
View performance data from calls, messages, queues, and users, and refine the information by date range, phone numbers, and tags.
The Analytics tool enables you to gather insight about call performance with available metrics. Utilize your data to make informed decisions for improving customer satisfaction and call productivity.
Visit your Dashboard then scroll down to the bottom of the page to start viewing the Analytics.
When you discover the Analytics tool, you will find that call metrics and visuals will be immediately available to you.
Review the available data for calls, messages, queues, or users within a certain period. You can also adjust the amount of data to analyze by applying additional filters.
Call analytics
Call Analytics will share information such as
- Call Volume
- Average Call Duration
- Missed Calls
You can change the amount of data visible to you by
- Customizing the date range
- Selecting certain phone numbers to review
- Filtering results by the labeled tag
Message analytics
Message Analytics will share information such as the amount of
- Total Messages
- Incoming Messages
- Outgoing Messages
You can change the amount of data visible to you by
- Customizing the date range.
- Selecting certain phone numbers to review.
Queue analytics
Queue Analytics will share information such as
- Average Time in Queue
- Average Call Duration
- Call volume
- Top Active Users by Queue and their statistics
You can change the amount of data visible to you by
- Customizing the date range.
- Selecting certain queues to review.
User analytics
User Analytics will share information of users' activity such as
- The amount of inbound calls and their total duration
- The amount of outbound calls and their total duration
- The amount of internal calls and their total duration