Voice Analytics, release notes

Voice Analytics by Enreach 1.9.4 (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

Voice Analytics by Enreach 1.9.3

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

Voice Analytics by Enreach 1.9.2

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.

Voice Analytics by Enreach 1.9.1 HF1

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.

Voice Analytics by Enreach 1.9.1

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.

Voice Analytics by Enreach 1.9

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.

Voice Analytics by Enreach 1.8

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.

Voice Analytics by Enreach 1.7

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.

Voice Analytics by Enreach 1.6

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

Voice Analytics by Enreach 1.5

Released 13.12.2021

Scope

Branding update
- Naming change
- Colors
- Logo
General performance improvement for the UI

BeneVoice Analytics 1.4

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

BeneVoice Analytics 1.3

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

BeneVoice Analytics 1.2

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

BeneVoice Analytics 1.1

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

BeneVoice Analytics 1.0

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