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:

Calls

This metric represents the number of calls over the dashboard period.

It can display various views:

An aggregated view
Three per-day views for internal calls	Four per-day views for inbound calls	One per-day view for outbound calls

 

Aggregated view

The aggregated view shows the number of calls along three dimensions:

• The direction of the call:
  • Internal for calls from a user of the company to another user of the company or to a group of the company
  • Inbound for calls from an external caller to the company
  • Outbound for calls from a user of the company to an external call party
• The initial called party among:
  • Users
  • Groups
  • Welcome
  • Automated Attendant (AA)
  • Outbound for an external called party
• The status of the call:
  • Answered if the call has been answered by a user at some point
  • Canceled by caller if the call was canceled by the caller while ringing, before being answered
  • Forwarded to voicemail if the call reached the voicemail before being answered or canceled

Note that:

• It is the initial called party which determines where the call is counted. So for example a inbound call to your Welcome number will be counted only in the Welcome bar, however the call is routed by the Welcome service.
• If the call is answered by a user before being transferred, the call is counted as Answered, whatever happens to the call after the transfer. Also, it is counted only once.

 

Per-day views

All eight per-day views are similar. The same rules as the aggregated view apply regarding where a call is counted (only for the initial caller) and how (the status of the call).

Here is an example of the Inbound calls - All view:

• The blue bar represents the number of Answered calls on that day
• The orange bar represents the number of calls Canceled by caller
• The purple bar represents the number of calls Forwarded to voicemail. It is further split on its right into sub bars which indicate the reason the call reached the voicemail:
  • Unconditional forward, also known as immediate forward
  • Busy forward, for example when a user declines the call
  • No answer forward, for example when the overflow timer expires
  • Unavailable forward, for example, when a user is not logged in or a group has no available members

You may click on the top legend to hide some bars, for example:

You can focus on answered calls only

Hide the reasons for forwarded calls

Or the opposite and focus on forward reasons. Here the bars unstack to better follow their evolutions and repartition.

 

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Voice tab

The advanced Voice analytics are available in the Voice tab. It provides two sub-tabs for 1-year summary and Groups analytics:

 

1-year summary

The tab is composed of two 1-year graphs:

• Number of calls
• Total duration

Number of calls

This graph is the 1-year equivalent of the Calls graph in the Global dashboard.

Click in the graph header to switch between call directions and initial destinations:

 

A stacked area view is also available for this graph:

Total duration

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

The line chart is best to see the evolution and numbers of each group separately.

In the area chart, the areas are stacked so that the top line of the graph represents the total call duration.

 

Groups

The Groups window is composed of

  A zone to select up to five groups and the period you want to study.

  A quick view of hunt groups activity for the chosen period. The five metrics are:

• • The total number of Incoming calls
  • The percentage of Answered calls
  • The Answer time: the average (Avg) and maximum (Max) time the callers had to wait before being answered
  • The Cancel time: the average (Avg) and maximum (Max) time the callers waited before canceling the call before being answered
  • The average (Avg) and maximum (Max) call duration

  For each metric, detailed information and graphs for the selected period are available:

• • Incoming calls
  • Answered calls
  • Waiting time which regroups the answer and cancel times
  • Call duration

 

Note: If a single group is selected, the graphs displayed are similar to the ones displayed to the group manager or in the administration window for this group as described in Analytics - How to analyze the activity of a Hunt Group.

Below are only presented the graphs when selecting multiple groups.

 

 

Incoming calls

The four blocks in the second column let you investigate your incoming traffic peaks, all selected groups summed up.

		Example	Answered question	Associated graph
One-time peak over the selected period		August 1 6840 calls	On which day did the groups receive the most incoming calls over the last 28 days?	Number of incoming calls per day
		August 9 12:00 - 13:00 1502 calls	During which 1-hour timeslot did the groups receive the most calls over the last 28 days?	Number of incoming calls per 1-hour timeslot
Highest average traffic over the selected period		Thursday 6077 calls	On which day of the week are the groups usually the most called?	Average number of incoming calls on Mondays, Tuesdays, ...
		Wednesday 12:00 - 13:00 1162 calls	On which 1-hour timeslot are the groups usually the most called?	Average number of incoming calls per 1-hour weekly timeslot

 

The first graph displays the number of incoming calls received per day. Each line represents one group, while the grey bar is the sum of all groups.

The second graph displays the number of incoming calls received per 1-hour time slot.

• You can select a specific group or view the sum of incoming calls for all groups by clicking on the legend at the top.
• The top row is yesterday’s values while the first column corresponds to the 00:00 to 01:00 timeslot. You can use the handles on the right to modify the displayed timeframe, for example, to zoom in and out.
• The darker the color of a square is, the more incoming calls were received during that timeslot. Move over a square to get the precise value.
• You can use the handles below the graph to filter out the timeslots according to the corresponding number of incoming calls. For example, you can hide all timeslots with less than 100 calls by moving the left handle to 100.

The third graph displays the average number of incoming calls received per weekday. Each line represents one group, while the grey bar is the sum of all groups. The values shown are the averages per day of the week over the selected period. For example, below, the HELP CENTER group had on average 3559 incoming calls on Wednesdays, and the three groups had altogether 6077 calls on average on Thursdays.

 

The fourth graph displays the average number of incoming calls received per 1-hour time slot of the day. You can select a specific group or view the sum of incoming calls for all groups by clicking on the legend at the top.

 

 

Answered calls

	Title	Answered question
	Per day	Were my groups well-dimensioned to answer calls every day over the last 28 days?
	Per day of the week	Are my groups usually well-dimensioned to answer calls over the last 28 days?
	Per day of the week and timeslot	Are my groups usually well-dimensioned every hour of the week?
	Reason for missed calls	Are my calls missed because the callers did not wait or because the calls were overflown?

 

The Per day graph is a per-day view of incoming calls and the ratio of answered calls.

• The number of incoming calls is represented by bars and values are read on the right-axis. The bars are stacked so that the top of the bars is the sum of incoming calls for all groups.

In this example, the purple group and salmon groups both had around 2500 incoming calls, while the yellow one had only 400 incoming calls, for a total of 5400 calls.

• The ratios of answered calls are represented by lines and values are read on the left-axis.

In this example, the purple group answered 93% of the calls, the salmon one 62%, while the yellow answered only 5% of the calls. Overall, looking at the black line, we can see that all three groups all together answered 78% of the incoming calls they received. As you can see, the yellow group does not impact much the total ratio as it received few answered calls (yellow bar is thin).

 

The Per day of the week graph is similar to the Per day view but displays the averages per day of the week.

The Per day of the week and timeslot graph is a dot view.

• You can select a specific group or view the sum of incoming calls for all groups by clicking on the legend at the top.
• The size of the dots represents the average number of calls (answered and missed).
• The color of the dots represents the ratio of answered calls with a gradient from green (more than 80% answered calls) to red (less than 60%).

The Reasons for missed calls graph displays the number of missed calls over the selected period.

• Canceled means calls that were canceled by the caller when ringing, or that reached the voice prompt.
• Overflowed means calls that have overflowed (excluding voice prompts) for any reason:
  

  - The hunt group had no members logged in

  - All members were already in communication

  - No member answered the call, and the overflow timer expired

 

Waiting time

The Waiting time part regroups analytics on

• Answer time when the callers waited before being answered
• Cancel time when the callers canceled the call before being answered

The four blocks on the left quickly let you investigate your average answer times:

	Title	Associated graph
	Answer time Per day	For each day, insight on the repartition of answer times (min, average, max, and quartiles)
	Answer time Per day and timeslot	For each 1-hour timeslot, insight on the repartition of answer times (min, average, max, and quartiles)
	Answer time Per day of the week	Per day of the week, insight on the repartition of answer times (min, average, max, and quartiles)
	Answer time and cancel time vs volume	Impact of incoming call volume on answer time and cancel time

 

The first graph gives you a view of the minimum, average, and maximum answer times per day over the selected period.

• The black lines represent the answer time across all groups. In the top legend, you can click to hide one or more groups. If doing so, the 'All' line is removed.
  

The second graph, Answer time per day and timeslot shows you the average and maximum answer time per 1-hour timeslot over the selected period.

• You can select a specific group or view the average and maximum for all groups by clicking on the legend at the top.
• Click on 'Average' or 'Maximum' to switch between viewing the average or the maximum answer time.
• The top row is yesterday’s values while the first column corresponds to the 00:00 to 01:00 timeslot.
• The darker the color of a square is, the higher the average or cancel time was during that timeslot. Move over a square to get the precise value.
• You can use the handles below the graph to filter out the timeslots according to the corresponding time. For example, you can hide all timeslots where the average answer time was below 30 seconds by moving the left handle to 30.
• Finally, the timeslots with the highest times are marked with an ‘x’ to make them easier to spot for you.

The third graph, Per day of the week, is a per-weekday view similar to the first graph.

The fourth graph, Answer time and cancel time vs volume, represents the average times together with the incoming traffic.

• You can select a specific group or view the data for all groups by clicking on the legend at the top.
• The green color is used for calls answered while the orange is used for calls not answered and canceled by the caller.
• The lines represent the average answer and cancel times while the bars represent the number of answered and canceled times.

 

Call duration

		Title	Associated graph
One-time peak over the selected period		Per day	For each day, insight on the repartition of call durations (min, average, max, and quartiles)
		Per day and timeslot	For each 1-hour timeslot, insight on the repartition of call durations (min, average, max, and quartiles)
Highest average over the selected period		Per day of the week	For each day of the week, insight on the repartition of call durations (min, average, max, and quartiles)
		Per day of the week and timeslot	For each day of the week, with 1-hour details, insight on the repartition of call durations (min, average, max, and quartiles)

 

The first graph displays the repartition of call durations over the last 28 days.

• The black lines represent the call durations across all groups. In the top legend, you can click to hide one or more groups. If doing so, the 'All' line is removed.

 

The second graph shows you the average and maximum call durations per 1-hour timeslot over the selected period.

• You can select a specific group or view the average and maximum for all groups by clicking on the legend at the top.
• Click on 'Average' or 'Max' to switch between the two views.
• The top row is yesterday’s values while the first column corresponds to the 00:00 to 01:00 timeslot.
• The darker the color of a square is, the higher the average or maximum duration was during that timeslot. Move over a square to get the precise value.
• You can use the handles in the legend below the graph to filter out the timeslots according to the corresponding average time. For example, you can hide all timeslots where the calls lasted less than 30 seconds on average by moving the blue left handle to 30.
• Finally, the timeslots with the highest average or maximum durations are marked with an ‘x’ to make them easier to spot for you.

 

The third graph is a per-weekday view similar to the first graph.

 

The fourth graph displays the average and maximum call durations per 1-hour time slot of the day.