The Phone calls section in the analytics covers phone calls made and received by Rainbow users over an OXO or OXE system.

These analytics are available

• in the Global dashboard
• in the dedicated Phone calls tab for 1-year analytics.

Phone calls made over a Cloud PBX are covered in a separate section.

Global dashboard

In the Global dashboard you will find four metrics:

• Adoption score
• Telephony mode
• Internal calls
• External calls

Read also: Global analytics - General principles

Adoption score

The Adoption score is an indicator of the adoption of the feature by your users. It is based on the frequency your users are using the feature over the last 28 days.

For this telephony section, any action done via Rainbow on a phone call is considered. For example:

• starting a phone call from Rainbow
• answering a call via Rainbow client
• using Rainbow client to release remotely a call established on a physical device
• …

It is the average value of the adoption scores of the users: for example, a user active for 2 days or less over this period counts as 0% while a user active for more than 14 days counts as 100%.

Acceptable values will depend on the context of your company. For example in a company with many part-time employees, the score will be lower than a company where employees are using Rainbow on a daily basis. Thus, it is more relevant to follow the evolution of the score rather than an instant value: if the score is increasing, it means that Rainbow is more and more often used, while a decreasing score should be addressed by promoting Rainbow more towards your users.

One aggregated view and one per-day view are available:

The Gauge view shows you the evolution of the adoption score between the last day (so the most recent day) and the first day of the period.
The line view shows you the evolution per day over the selected period:

Telephony mode

This metric represents the number of uses (not calls) of the different telephony modes over the selected period. The uses can be either:

• Initiating an outgoing call, whether it is answered or not
• Answering an incoming call

So for example:

• An answered phone call between two users of the company counts as two uses.
• An answered phone call with one user of the company and an external call party counts as one use.
• An unanswered call started by one user of the company counts as one use.
• An unanswered call from an external call does not count as a use.

The possible modes are:

• Computer (Internet calls) for uses done with the Rainbow client
• Office phone for uses done with the monitored physical office phone
• Other phone for uses done with another phone, including work mobile

Note that PBX users without a Rainbow account are not considered.

One aggregated view and one per-day view are available:

The aggregated view is a pie chart representing all the uses over the selected period.
The per-day view:

Internal calls

This metric keeps track of phone calls between users of the company where at least one of the call parties has a Rainbow account. If both call parties have a Rainbow account, the call is only counted once. Any telephony mode is counted.

Two aggregated views and two per-day views are available:

Pie chart for the sum of all internal calls over the dashboard period
Bar chart for the sum of all internal calls over the dashboard period
Line chart for the per-day view of the dashboard period. Best to see the evolution and numbers of each group separately.
Area chart for the per-day view of the dashboard period. The areas are stacked so that the top line of the graph represents the total number of web calls.

A third per-day view is also available to have Internal and external calls altogether:

External calls

This metric keeps track of:

• Phone calls from an external caller to a user of the company with a Rainbow account. These calls are referred to as Incoming calls or Inbound calls
• Phone calls from a user of the company with a Rainbow account to an external caller. These calls are referred to as Outgoing calls or Outbound calls

Two aggregated views and four per-day views are available:

Pie chart for the sum of all external calls over the dashboard period
Bar chart for the sum of all external calls over the dashboard period
Line chart of Inbound calls for the per-day view of the dashboard period. Best to see the evolution and numbers of each group separately.
Area chart of Inbound calls for the per-day view of the dashboard period. The areas are stacked so that the top line of the graph represents the total number of inbound calls.
Line chart of Outbound calls for the per-day view of the dashboard period. Best to see the evolution and numbers of each group separately.
Area chart of Outbound calls for the per-day view of the dashboard period. The areas are stacked so that the top line of the graph represents the total number of outbound calls.

A third per-day view is also available to have Internal and external calls altogether:

Phone calls tab

1-year analytics are available in the Phone calls tab, which is also accessible via an icon in the corresponding section.

The tab is composed of three 1-year graphs:

• Number of calls
• Total duration
• Telephony mode by licensed users

Only the actions done by users with a license other than Essential are taken into account in the 'Phone calls' tab. Thus, the data may differ from the Global Dashboard which reports every user.

Number of calls

This graph is the 1-year equivalent of the Internal calls and External calls graph in the Global dashboard.

Click in the graph header to switch between call directions:

A stacked area view is also available for this graph:

Total duration

This graph represents the total duration of all phone calls per day. It is available as a line chart or as a stacked area chart:

Telephony mode by licensed users

This graph is the 1-year equivalent of the Global dashboard Telephony mode. It is available as a line chart or as a stacked area chart:

Export

Data are available for each graph in CSV format:

• In the per-day menu  for the Global dashboard
• With the icon for the Phone calls tab