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How are my services performing?
Number of incoming / outgoing / offered calls
Number of answered / abandoned calls
Answer %, handled %
Number of transferred calls
Waiting times
Max / average
Average for answered
Average for abandoned
How are callback activities performing?
Number of requests
Handled requests
Delay for closing
Number of attempts
Successful attempts
How is smart routing performing?
Routed calls
Matched calls
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Use User level analytics, limited examples of available information.
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Voice Analytics, release notes and roadmap
Licensing and pricing
Voice Analytics is licensed for the whole customer organisation with a simple, call volume based monthly fee.
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