In many cases it is more cost efficient to upgrade your PBX-package from Light to Unlimited instead of purchasing just the add-on analytics, which is included in that package. 

What is analytics?

Analytics is a smart add-on in which you can analyse your answer groups, see inbound calls live, average waiting time etc. 

Purchase add-on

Follow this guide under the headline add-ons

You need to have the permission Account to be able to purchase any add-ons.

Select group(s)

• At the top you can choose the select all or deselect all . 
  
  If you want to select one or several group, just deselect all and click on the group(s) you want to analyse.

Who can see what?

Pro users with phone system permission can see and access all answer groups within the organisation regardless if they are a supervisor and or agent in the answer group. 

Inbound calls today - live

• Here you will see inbound calls today, it is live data and you can see missed, ongoing and calls waiting. If you toggle on  "Show all calls today" you will see all calls instead of the last hour.

Date range - historical data

• Under historical data you can set a custom date range to analyse the answer group(s) 

Overview

• The overview will show you the data from set date range (historical data). You can see:

  • Inbound
  • Answered
  • Abandoned
  • Average talk time
  • Average waiting time answered
  • Average waiting time abandoned
  • Outbound

Calls

• This bar graph will show you, per answer group, how you perform. The graph will consist of: 

  • Outbound
  • Inbound - answered
  • Inbound - abandoned

• This bar graph will show you how you perform per day (All selected groups). The graph will consist of: 

  • Outbound
  • Inbound - answered
  • Inbound - abandoned

• This bar graph will show you how you perform per hour (All selected groups). The graph will consist of: 

  • Outbound
  • Inbound - answered
  • Inbound - abandoned

Average waiting

• This smart feature let you set a threshold value (in seconds) combined with and interval to display the data. You will be presented with different shades of green and red showing you when you are within the threshold or not. A smart way to see when and where you have long queues.

• This smart feature let you set a threshold value (in seconds) combined with and interval to display the data. You will be presented with different shades of green and red showing you when you are within the threshold or not. A smart way to see when and where you have long queues.