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.
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
Released 09.02.2023
Scope
Data retention
Voice Analytics UI will include latest 3 years of history data
This will improve the performance for customers with large call volumes and historical data in excess of three latest years
Default time selection on open changed to running month.
Currently previous complete month.
Fix to dashboard KPI average talking time / person.
Currently showing incorrect result with some selections
Released 29.12.2022
Scope
Performance improvement for the UI response times
“Latest data” timestamp information
UI includes timestamp for latest available data
This will help to identify when the view is updated
“||||||||” user row removed from Efficiency -view / Service pool efficiency -table.
Pre-opened pivoting to user level removed from Efficiency -view / Service pool efficiency -table.
Corrections to KPIs
Avg. Talking Time / person, customer level and Avg. Talking Time / person, service pool level
Calls that were not allocated to any users were previously
counted as part of this metric, causing much lower values per user.
Efficiency -view / Service pool efficiency -table
Direct calls not included anymore in any of the KPIs
To be noted that the customer level row vs dashboard -view KPIs will be different due to this change in case no service pools are selected as filters, since Dashboard -view KPIs include also direct calls.
Released 07.10.2022
Scope
Fix to previous year comparison feature in dashboard -view
In case of missing data for the previous year, the reference year trend is shown incorrectly.
Released 18.08.2022
Scope
Previous year comparison feature in dashboard -view
Dashboard -view charts include now trend line for the previous year (gray line)
This can be used to compare year over year trends in e.g. monthly level
Improved color contrast in charts.
This improves the readability of information, particularly in charts with multiple trend lines.
Released 28.4.2022
Scope
Service pool level waiting time and talking time metrics added to the main dashboard.
Service pool level waiting time and talking time metrics added to the Efficiency -view.
Previous waiting and talking time KPIs correspond to the “customer level” KPIs in this version.
Difference between customer and service pool level waiting/talking time -KPIs
Customer level includes the total waiting/talking time within the call chain, regardless of the service pool filters.
Service pool level includes the waiting/talking time generated only within the selected service pools.
For example: If call arrives to service pool 1, user waits X seconds, then call is transferred to service pool 2, user waits Y seconds, call is answered.
When service pool 1 filter is applied, customer level waiting time: X + Y, service pool level waiting time: X.
Released 24.03.2022
Scope
Quicker new user activation: 5-10 minute delay from activation / change until effect is visible.
“Service closed” -KPI added to main dashboard
This KPI contains number of calls which have arrived when the service pool has been closed.
“Handled % “ -KPI added to “Inbound / Incoming calls” -chart and “Efficiency / Queue arrivals” -chart
“Answer %” includes now “service closed” calls in all Inbound and Efficiency -view charts.
Same logic applies also for the dashboard “Answer %” -KPI.
Calls that arrived when service has been closed, can be filtered out by using the “Service opening hours” -filter
Average and total talking time KPIs for outgoing calls added to Efficiency->Service pool efficiency -table.
“First service pool” -filter added to the global filter pane.
This allows calls to be limited by the first service pool where the call initially arrived.
By selecting certain IVR pool through this filter, users are now able to analyse how calls going through the selected IVR has been distributed across actual service pools.
Setting which removes abandoned calls with waiting time <x seconds, affects now all charts in the efficiency view, not only the main table.
Improvements to excel export data formatting
Missing time granularity button added to “Users / details” -view.
“Users / availability” -view adjusted to show correct hourly based information for the running day.
Released 03.02.2022
Scope
Improvements to user availability -view
Time spent on different states is displayed in same format for all the charts / tables
Days, hours, minutes, seconds
Usability improvements in “state as grid” -view
Color contrast
Order of dimensions
Service pool / user meta data updated every 15mins vs once per day
If new service pool is added / removed, this change will be visible in the Voice Analytics UI quicker
Same applies for any changes related to user meta data, e.g. team or location information
Deprecated views / features
Realtime -view removed, replaced with Voice Center features for basic information and with Voice Monitor product for extended features.
BeneHelpDesk -view removed, replaced with Ladesk native features.
Users/details/Users call details -table includes now only calls for users who have service and / or direct call reporting license and have made the calls with privacy setting “Work”.
Previously calls outside above criteria were bundled under “-” user row in the “User calls details” -table.
Released 30.12.2021
Scope
Extended KPIs for Efficiency -view / Service pool efficiency -table
New configurable KPIs: Number of abandoned calls per waiting time breakpoints.
Change to answer % by waiting time breakpoints - KPI inludes now banded metrics, e.g. Answer % for calls with waiting time 30-60 seconds.
Breakpoints can be configured from the view -settings:
Capability to select which KPIs will be added to the Efficiency -view by user
Visible KPIs can be now set from the view settings
Released 13.12.2021
Scope
Branding update
Naming change
Colors
Logo
General performance improvement for the UI
Released 25.11.2021
Improved user availability -view
Time users have spent on different statuses can now be investigated based on
Main status
Status note
User status trends can now be analysed based on
15/30 minute window
Hour
Day
Month
Year
Quarter
1st, 2nd and 3rd callback delay added to the call handling -view / callback attempts -table.
Default sorting of users -view / details -table updated
Default sorting is now more logical in relation to direct vs service call KPIs.
15min time granularity in trend charts now working for running day / monitoring view
Additions to the selectable time granularity dimension for time based charts / graphs
Year
Year-Quarter
Quarter
Efficiency / service pool efficiency /details -tables includes now also zero-length calls
Improved call handling -view and KPI logic
New trend based charts
Call back requests by creation time
Closed succesfully by creation time
Callback requests related to callback attempts by closing time
New tables
Call back requests by creation time
Dimension: Callback list
Dimension: Creation date
KPI: Callback requests, total
KPI: Call back requests, bundled
KPI: Closed succesfully, total
KPI: Closed succesfully, bundled
KPI: Incoming answered
KPI: Automatically closed
Callback attempts by call time
Dimension(s):Person / callback list / call date
KPI: Callback attempts, total
KPI: Call back attempts, related callback requests
KPI: Call back attempts, bundled callback requests
KPI: Closed succsefully, related callback requests
KPI: Closed succsefully, bundled callback requests
KPI: Call back delay, average
New filter: “Transfser number”: allows filtering of calls based on the number to which the call was automatically transferred
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