This feature is also available for members with Analytics role.
This article describes how to analyze the activity of the Welcome services and the Automated attendant.
Tips: Select the help icon to display information about the data.
Welcome Services
- Open the "Voice" tab of the Analytics.
- Select "Weldome".
- Selected up to five Welcome services.
- Select the period you want to analyse.
- You are presented with the following analytics:
In the table at the top are counted the number of calls to each selected Welcome service over the selecte period. In this example, "Welcome Paris" are received 9800 calls: 7350 of them have been routed to the Automated Attendant called "AA 1" while 3450 incoming calls have been routed to the voice prompt.
In the second table, you can use one for the six different views to better analyze the call inflow.
Incoming calls
The first graph displays the number of incoming calls received per day.
Example of a question this graph answers:
On which day did the welcome services receive the most incoming calls over the last 28 days?
Associated graph: Number of incoming calls per day.-
The second graph displays the number of incoming calls received per 1-hour time slot.
• The grey bar represents the average number of incoming calls on all selected Welcome services.
• The individual lines represent the average number of incoming call for each selected Welcome service.
• In this example, the "Welcome Paris" received 400 calls on average over the Mondays of the selected period, while "Welcome Starasbourg" received 800 calls on average, for a total of 1200 calls on average.
Example of a question this graph answers:
During which 1-hour timeslot did the welcome service receive the most calls over the last 28 days?
Associated graph: Number of incoming calls per 1-hour timeslot.
The third graph displays average number of incoming call for each selected Welcome service.
• The grey bar represents the average number of incoming calls on all selected Welcome services.
• The individual lines represent the average number of incoming call for each selected Welcome service.
• In this example, the "Welcome Paris" received 400 calls on average over the Mondays of the selected period, while "Welcome Starasbourg" received 800 calls on average, for a total of 1200 calls on average.
Example of a question this graph answers:
On which day of the week is the welcome service usually the most called?
Associated graph: Average number of incoming calls on Mondays, Tuesdays, ....
The fourth graph displays the average number of incoming calls received per 1-hour time slot of the day.
You can use the legend at the top to switch between each Welcome service or see the aggregated values.
Example of a question this graph answers:
On which 1-hour timeslot is the welcome service usually the most called?
Associated graph: Average number of incoming calls per 1-hour weekly timeslot.
Destinations
The first graph under "Destinations" show you per day to which destination were the incoming calls routed.
The second graph shows the same information but summed up per day of the week.
Use the legend on the left to select the days of the week you want to visualize.
Automated Attendant
- Open the "Voice" tab of the Analytics.
- Select "Automated attendant".
- Select the automated attendant to analyse.
- Select the period you want to analyse.
- You are presented with the following analytics:
The analytics table is split in two parts:
-
Here are shown the calls where the caller selected an option and was routed to the destination he selected.
In this example, it happened 99,100 times.
Among them, "Aiden Anderson" has been selected 16,475 times.
The "Time taken by callers" give you insights on ho wmuch time did the callers spent before making their choice.
• The green marker indicates the minimum decision time.
In this case, among all 16,475 calls to Aiden Anderson, some of the callers made their choice instantly.
• The blue marker indicates the average decision time.
In this case, the callers needed 1457 seconds on average to select "Aiden Anderson".
• The orange marker indicates the maximum decision time.
In this case, at least one caller needed 3049 second before deciding to select "Aiden Anderson"
• The grey bar shows the area in which 50% of the decision times are.
It provides an idea about how the decision times are distributed, answering the question
‘Do we have many calls near the maximum, or is the maximum decision time only reached rarely?’
The last line shows the calls where the caller did not select any option and canceled the call.
In this example, it happend 1,000 times.
Here, the "Time taken by callers" represents the time taken by callers before cancelling the call.
In this example, on average, the caller canceled the call after 100 seconds.