Voice Analytics is a cloud based data analytics solution which integrates with Voice product family, including:
Voice for Salesforce
Voice for Dynamics 365
Voice for Windows, Teams & Mobile
Voice Analytics utilizes call transactions and user behavior data from Voice products and transforms that information into visual reports, dashboards, and graphical presentations providing the information needed to get deep insights and knowledge of the communication flows at individual user, team, service and company level.
Summary of currently available features
Service and direct call analytics, limited examples of available information.
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
Use level analytics, limited examples of available information.
How are my users performing?
Number of incoming / outgoing / offered calls
Number of answered / abandoned calls
Answer %, handled %
User status / availability trends
Waiting times
Max / average
Average for answered
Average for abandoned
Filtering and dimensions
Filtering options, limited examples
Time (15min, hour, day, week, month, quarter, year)
User, team, department, group
Service pool, service pool group / location
Service open / closed
Service call / direct call
Internal / external call
User status
Detailed user guide
Release notes and roadmap
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.
For pricing details, please contact your men account representative or sales.fi@enreach.com