Who has access to analytics?
- Pro User or Contact Center Agent in an organization with the exchange package Unlimited
- Pro User or Contact Center Agent in an organization with the exchange package Light can buy the analytics add-on service
- The user must have the permission Telephony system and/or Analytics
Open analytics
- Click on Analytics
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 already included in the package.
General information
What is analytics?
Analytics is a smart service that allows you to analyze your call flows to streamline your operations.
Choose metrics based on your KPIs and get started right away.
Who can see what?
Pro user with the permission Analytics (under Functions) can see and analyze all response groups in the organization, regardless of whether they are agent, supervisor, or do not belong to any group.
Buy the service
You need to have the authorization account to be able to purchase additional services.
How to use analytics
Report type and content
- Click on the plus sign to create a new report
- Name the report
- Choose whether you want to analyze response groups or user and choose which ones you want to get data on
- In the content segment, you choose what the report should contain.
- Select desired measurements (see the metrics article for more information)
- Select time range and language
Delivery and scope
- Choose whether the report should be one-time report or recurrent
- If recurring, indicate when the report should be delivered
- Specify the scope, such as the last week or month
- Specify which days and times the report should cover (all days of the week, MonâFri or customized times)
Duration
- Specify whether the report should be sent at every selected interval or a limited number of times (applies to recurring reports only)
Subscribers
- Choose who should receive the report.
- Preview the report with data from last week to see how it will look