Phone calls

This feature is also available for members with Analytics role.

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.

Tips: Select the help icon to display information about the data.

Adoption score (Global DashBoard)

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:

Telephony mode (Global DashBoard)

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: PBX users without a Rainbow account are not considered.

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

Internal Calls (Global DashBoard)

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, two per-day views and one third per-day view are available:

External Calls (Global DashBoard)

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, four per-day views  and one third per-day view are available:

Number of calls ("Phone calls" tab)

Note: 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.

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

Total duration ("Phone calls" tab)

Note: 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.

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 ("Phone calls" tab)

Note: 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.

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: