Call Analytics FAQs

Call Analytics FAQs

Info
In-depth product help is available via the help icon (?) from within the application. 

Set Up

  1. Which browsers are compatible with Call Analytics for Teams?

Call Analytics for Teams is compatible with the majority of popular browsers, both desktop based and mobile based, including:
  1. Internet Explorer (**version 11 i.e. last version of IE)
  2. Google Chrome (version 60.0 and above)
  3. Microsoft Edge (version 40.0 and above)
  4. Mozilla Firefox (version 52.0 and above)
  5. Opera (version 50 and above)
  6. Apple Safari (*Not supported)

  1. How is a users reporting network set?

The call analytics portal will import your organisation's Microsoft 365 set up which will determine a user’s initial reporting network. A user’s reporting network can be changed from within the portal by an administrator.

  1. How can I set the Default Target Answer Time?

The Default Target Answer Time can be set by administrators from Settings > System Settings > Settings > Business Performance. By exception, targets can also be set by incoming number from Settings > Incoming Numbers.

  1. How can I set the Default Target Callback Time?

The Default Target Callback Time can be set by administrators from Settings > System Settings > Settings > Business Performance. By exception, targets can also be set by incoming number from Settings > Incoming Numbers.

Access

  1. How do I change my password?

Users sign in to the call analytics portal using their Microsoft 365 login. If a user wishes to reset their Microsoft 365 password, this can be done via Microsoft 365.

  1. Can the Call Analytics portal language be changed?

Yes. The language can be changed by clicking the language drop-down at the top right of the screen, and then selecting the required language.

Visibility of Call Data

  1. How long does it take for historical call data to display?

When permissions is granted for call analytics to synchronize with Microsoft, historical data associated with calls and meetings are made available via the Microsoft Graph API. Typically, Microsoft generates and sends call record notifications within 15 minutes of a call ending. However, it can take up to 60 minutes for Microsoft to make the detailed call record available. 
          More information about the Microsoft Graph Call Records API is available here. 

  1. How quickly does the live status panel update?

Status updates are usually reflected within 30 seconds.

The Dashboard & Wallboards

  1. How does the search bar work?

The dynamic search bar can be used to search multiple fields at once. For example, to search for a call type associated with a specific agent, enter the agent’s name plus the type of call i.e. [Clive Missed]. This will show missed calls against any agent with Clive in their name.
When searching for a specific date or phrase, add quotation marks around the text to ensure that only records with an exact match will show. For example, to search for an exact date enter [“28 Nov 2023”]. Searching for [28 Nov 2023] will show any records containing either of the three parts: ‘28’, ‘Nov’ or ‘2023’.

  1. Why does the call activity list show more call records than the total number of calls?

The reason is that a call may have more than one leg, and therefore, result in multiple call records.

  1. How can I find the wait time of a call?

The wait time, and all other records associated with a whole call, can be found by clicking on the call legs number, which is available when viewing data as a List.

  1. Why doesn’t Answered, Missed and Dialled calls add up to Total calls?

Total calls shows all calls within the scope of your filters. The calls total can be greater than the sum of answered, missed, and dialed calls when:  
  1. The calls total includes calls that began with a licensed call queue, that was later answered or missed by an unlicensed user. The call is counted in total calls, but not counted as answered or missed.
  2. The application of time range, user, or outcome filters (forwarded, bounced or diverted), means that the overall call is counted, but the call leg where it was answered or missed lies outside the filtered range. 

  1. Can a user create more than one wallboard?

Yes. Users can create multiple wallboards using the Add New button from within the Wallboards page.

  1. What is the difference between GoS and Percentage Calls Answered in Target?

Grade of Service (GoS) is the number of calls answered in target over the number of calls offered.
Percentage Calls Answered in Target is the number of calls answered in target over the number of calls answered.

Security & Privacy

  1. Where is my data stored?

By default, your data is stored within an Azure geo-redundant environment for the specified retention period. Content is backed up daily. 

  1. How can I mask a CLI/Caller ID?

CLI number masking can be configured by administrators from Settings > System Settings > Settings. The masking policy can be set to inbound calls, outbound calls, or both inbound and outbound calls. 1-7 digits can be masked.
Content is subject to change without noti­fication. E&OE.