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Voice Analytics by Enreach 1.9.
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4 (CURRENT RELEASE)
Released 04.05.2023
Scope
New commercial product option: Voice Analytics Light
Voice Analytics Light is targeted for customers having limited reporting needs, e.g. weekly / monthly statistics of call volumes and waiting times to a single queue.
Voice Analytics Light offers limited set of features for this type of use cases, with affordable pricing.
Difference between Voice Analytics light and Voice Analytics (standard).
Voice Analytics Light includes only the main “Dashobard” -view and favorites -view, but with all the same KPIs as the standard version.
Voice Analytics Light offers all the same features, including filtering, time granularity selections etc. as standard version, but without capability to export the data from the UI to excel.
Voice Analytics by Enreach 1.9.3 HF1
Released 16.03.2023
Scope
Fix for “Avg. Waiting time, answered, customer level” & “Avg. Waiting time, abandoned, customer level” KPIs
In call scenarios where calls had been transferred between queues, which are selected as filters, these KPIs not work correctly.
Domain name change: bi.benedesk.com → analytics.enreachvoice.com
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Capability to filters out calls affecting Efficiency / service pool efficiency -table KPIs, based on configurable setting on how long callers waited in the queue until they closed the call as abandoned
This can be used to normalize e.g. abandoned % KPI by removing calls where waiting time was e.g. <5 seconds before the call was closed by the caller
New filter for selecting calls that are done by a user in a certain state
This can be used for limiting KPIs not to include calls done by users during “lunch” or “holiday”.
Extended KPIs in Efficiency / service pool efficiency -table
KPI: Handled calls: number of hanlded calls
KPI: Handled %: share of handled calls vs all calls
KPI: Transferred without answer: number of calls transferred outside Benemen service directory
KPI: Answered elsewhere: number of calls answered in some other service pool, inside Benemen service directory
KPI: Service pool Off-Schedule: number of calls which arrived when service pool was closed
KPI: Abandoned: number of abandoned calls
ROADMAP
Voice Analytics by Enreach 1.9.
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5
Targeted release date Q3-Q4 2023
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