Analytics - How to analyze the activity of a Hunt Group

 

Overview

The Analytics window consists of:

  A quick view of hunt group activity for a chosen period among Yesterday, Last 7 days, and Last 28 days. The five metrics are:

• • The total number of Incoming calls
  • The percentage of Answered calls
  • The Average answer time: the average time the callers had to wait before being answered
  • The Average cancel time: the average time the callers waited before canceling the call before being answered
  • The Average call duration

For each metric, detailed information and graphs for the last 28 days are available. Answer times and cancel times are grouped under 'Waiting time'.

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Incoming calls

From the Analytics window, click on Incoming calls tab:

 

The four blocks on the left quickly let you investigate your incoming traffic peaks

		Example	Answered question	Associated graph
One-time peak over the last 28 days		July 10 394 calls	On which day did the group receive the most incoming calls over the last 28 days?	Number of incoming calls per day
		July 6 12:00 - 13:00 99 calls	During which 1-hour timeslot did the group receive the most calls over the last 28 days?	Number of incoming calls per 1-hour timeslot
Highest average traffic over the last 28 days		Monday 975 calls	On which day of the week is the group usually the most called?	Average number of incoming calls on Mondays, Tuesdays, ...
		Thursday 12:00 - 13:00 58 calls	On which 1-hour timeslot is the group 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.

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

• 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 more incoming calls were received 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 number of incoming calls. For example, you can hide all timeslots with less than 10 calls by moving the left handle to 10.
• Finally, the busiest timeslots are marked with an ‘x’ to make them easier to spot for you.

The third graph displays the average number of incoming calls received per weekday.

• The green bars represent the average number of incoming calls. In this example, the group received 356 calls on average over the last 4 Mondays, which is the most busy day of the week over the last 28 days.
• The individual values of the number of incoming calls are also marked with 28 colored dots. Dots of the same color correspond to days of the same week.

The fourth graph displays the average number of incoming calls received per 1-hour time slot of the day. In this example, the most busy timeslot of the week is usually on Thursdays, from 12 PM to 1 PM. We can also observe that the timeslots between 11 AM and 2 PM are usually more busy.

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Answered calls

From the Analytics window, click on Answered Calls Ratio tab:

	Title	Answered question
	28-day history	Was my group well-dimensioned to answer calls every day over the last 28 days?
	Per day of the week	Is my group usually well-dimensioned to answer calls over the last 28 days?
	Per day of the week and timeslot	Is my group 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 28-day history graph is a per-day view of answered calls, missed calls, and the ratio of answered calls displayed with a color gradient from green (more than 80% answered calls) to red (less than 60%).

The Per day of the week graph is a per-weekday view of the sum of all answered calls, all missed calls, and the ratio of answered calls displayed with a color gradient from green (more than 80% answered calls) to red (less than 60%).

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

• 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 missed call distribution for the day before, the last 7 days, and the last 28 days.

• 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

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Waiting time

The Waiting time tab 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:

	Example or title	Answered question	Associated graph
	July 9 Average answer time: 22s	On which day, over the last 28 days, did the callers wait the most on average?	For each day, insight on the repartition of answer times (min, average, max, and quartiles)
	July 21 15:00 - 16:00 Average answer time: 23s	During which 1-hour timeslot, over the last 28 days, did the callers wait the most on average?	For each 1-hour timeslot, insight on the repartition of answer times (min, average, max, and quartiles)
	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 distribution of answer times per day over the last 28 days

• The green line represents the minimum answer time: the shortest time a caller waited before being answered.
• The orange line represents the maximum answer time: the longest time a caller had to wait before being answered.
• The blue line is the average answer time.
• The grey bar shows the area in which 50% of the answer times are. It provides an idea about how the answer times are distributed, answering the question ‘Do we have many calls near the maximum, or is the maximum answer time only reached rarely?’

• • • If the top of the bar is close to the maximum, it means that many calls were long to answer. If the top of the bar is far from the maximum, it means that long answer times were less frequent, and most calls were answered faster.

    • The analysis is the same for the minimum: if the bottom of the bar is close to the minimum, it means that many calls were quickly answered.

    • Moreover, a small bar indicates that most calls are answered close to the median (not mean) answer time while a large bar indicates that there is a wide spread of answer times.

    • So basically, the shorter and down the grey bar is, the better the experience is for the callers.

The second graph shows you the average answer time or the average cancel time per 1-hour timeslot over the last 28 days.

• Click on 'Average answer time' or 'Average cancel time' 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 cancel time 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 average answer time was below 30 seconds by moving the blue left handle to 30.
• Finally, the timeslots with the highest average time 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 'All' left bar gives you an overview over the last 28 days.

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

• 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.

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Call duration

From the Analytics window, click on Call duration tab:

 

The four blocks on the left quickly let you investigate your call duration average peaks

		Example	Answered question	Associated graph
One-time peak over the last 28 days		July 23 Average call: 2m 28s	On which day, over the last 28 days, did calls last longest on average?	For each day, insight on the repartition of call durations (min, average, max, and quartiles)
		July 23 15:00 - 16:00 Average call: 3m 49s	During which 1-hour timeslot, over the last 28 days, did calls last longest on average?	For each 1-hour timeslot, insight on the repartition of call durations (min, average, max, and quartiles)
Highest average over the last 28 days		Sunday Average call: 2m 13s	On which day of the week do usually calls last longest on average?	For each day of the week, insight on the repartition of call durations (min, average, max, and quartiles)
		Sunday 11:00 - 12:00 Average call: 2m 38s	On which 1-hour timeslot do usually calls last longest on average?	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 distribution of call durations over the last 28 days.

• The green line represents the minimum call duration: the shortest time a call lasted.
• The orange line represents the maximum call duration: the longest time a call lasted.
• The blue line is the average call duration.
• The grey bar shows the area in which 50% of the call durations are. It provides an idea about how the call durations are distributed, answering the question ‘Do we have many calls near the maximum, or is the maximum call duration only reached rarely?’

• • • If the top of the bar is close to the maximum, it means that many calls lastest a long time. If the top of the bar is far from the maximum, it means that long call durations were less frequent, and most calls lasted less time.

    • The analysis is the same for the minimum: if the bottom of the bar is close to the minimum, it means that many calls lasted only a short time.

    • Moreover, a small bar indicates that most calls lasted close to the median (not mean) duration while a large bar indicates that there is a wide spread of call durations.

 

The second graph shows you the average and maximum call durations per 1-hour timeslot over the last 28 days.

• Click on 'Average call duration' or 'Max call duration' 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 'All' left bar gives you an overview over the last 28 days.

 

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

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Exporting hunt group activity to a CSV file

Data from the last 28 days are computed and exported in the CSV file. The CSV file provides the total number of incoming, canceled, and overflowed calls for each weekday, and for each 1-hour time slot of the day.

To export a CSV file:

1. From the Analytics window, click on the icon at the top right of the window.
2. Enter the file name.
3. Browse, and save the file locally.