Voice Analytics by Enreach

Voice Analytics is a cloud based data analytics solution which integrates with the Enreach 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

Service performance dashboard

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

https://benemen.atlassian.net/wiki/spaces/PD/pages/1658290606

Release notes and roadmap

https://benemen.atlassian.net/wiki/spaces/PD/pages/1444806671

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 Enreach account representative or sales.fi@enreach.com