Call Analytics Updates

Call Analytics Updates

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

Let's Take a Tour

(maximise the window to view)

      


July 2026

Watch the video showcasing new features in the July 2026 release. (To share, click here to open the video and copy the URL.)


A summary of features and improvements deployed in this release are outlined below.

Product Updates

User Interface Enhancements

The portal has been redesigned with a modern, streamlined user interface to improve usability and navigation.

Key improvements include:

  • A new left-hand navigation panel providing quick access to Business Performance, Call Queue Performance, Wallboards, and Settings & Configuration.
  • New layout allows user to share, schedule or download specific dashboards to focus on the KPIs of their interest.
  • Live agent status is now shown as dashboard tile under Call Queue and Agents dashboard.
  • Improved page layouts for a more intuitive and consistent user experience across the portal.

Filter Enhancements

Filtering has been enhanced to make dashboard analysis faster and more efficient.

Enhancements include:

  • Selected filters are now displayed prominently for improved visibility.
  • Frequently used filters can be Pinned or Unpinned for quick access.
  • The Date/Time filter is now separate from the rest of the filters, allowing users to analyse different time periods while retaining their existing filter selections.
  • Saved filters now store only the selected filter criteria and no longer include the date/time range.
  • A new Participant filter has been added, enabling searches using external participant phone numbers.

Business Summary Dashboard

The new Business Summary dashboard provides a consolidated view of both Phone Calls and Microsoft Teams activity.

Users can:

  • Drill down into Phone Calls or Teams Calls.
  • Filter results by Incoming, Outgoing, Internal, or External communications.
  • Switch between bar and line chart visualisations.
  • View data using multiple analysis perspectives.

Phone Call Insights Dashboard

The Phone Call Insights dashboard has been redesigned with an improved user experience while retaining all existing analytical capabilities.

The dashboard includes:

  • Call Performance.
  • Incoming Analysis.
  • Missed Call Analysis.

Each section provides the same comprehensive insights with enhanced navigation and visual presentation.

Call Queue Dashboard

The Call Queue dashboard has been expanded with additional live performance metrics, including:

  • Call Queue Agent Availability.
  • Top Performing Agents.
  • Calls Completed at First Contact.
  • Estimated Wait Time.
  • Longest Wait Time.
  • Average Wait Time.

Users can also Pin or Unpin frequently monitored call queues for quicker access.

Auto Attendants Dashboard

The Auto Attendants dashboard now includes a new Longest Time in Auto Attendant KPI, providing greater visibility into caller experience.

Users can also Pin or Unpin Auto Attendants for faster navigation.

Agents Dashboard

A new Agents dashboard has been introduced to provide supervisors with deeper insight into agent activity and performance.

Features include:

  • Agent Timeline with Summary and Detailed views.
  • Visualisation of agent status throughout the day.
  • Percentage of time spent in each availability status.
  • Calls Completed at First Contact metrics for each agent to help evaluate call handling effectiveness.

Wallboards

The Wallboards experience has been significantly enhanced, making it easier to create and customise real-time monitoring of KPIs.

New capabilities include:

  • Create wallboard from pre-configured Business Performance or Call Queue Performance templates, or build a wallboard from scratch.
  • Choose from KPI tiles, multi-value tiles, charts, and tables via the Wallboard Gallery.
  • Configure KPI thresholds and visual alarms.
  • Customise tile colours, icons, and text.
  • Pin or Unpin favourite wallboards for quick access.

Settings & Administration

The Settings section has been reorganised to improve navigation.

Enhancements include:

  • A new navigation structure separating User Management, Configuration, and Settings.
  • A tabular layout for improved usability.
  • The Configuration section includes synched Incoming Numbers and Scheduled Tasks.

Additional improvements:

  • Licence Summary now supports bulk licence assignment using user groups or all unlicensed users.
  • A new System Information page enables Super Administrators to:
    • View the timestamp of the last received call data.
    • Monitor directory synchronisation status.
    • Activate or renew presence tokens when required.
    • View active user sessions across the system.
  • Splash screens are removed and new users can directly access the details on latest product updates from “What’s New” button on the top right corner.
Other Improvements

Bug Fixes

  • Minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve user experience.


January 2026

Watch the video showcasing new features in the January 2026 release.  (To share, click here to open the video and copy the URL.)


A summary of features and improvements deployed in this release are outlined below.

Teams to Teams call reporting

  1. A new KPI card has been added to provide visibility of direct communication between Microsoft Teams users. Users can click on the KPI tiles to select dashboard views and drill down to individual Teams to Teams call legs and journeys.

Enhancements to Business Hours Settings
  1. Business Hours settings offers more flexibility and control:
    1. Individual business hours can be specified for each day of the week.
    2. An additional set of business hours can be specified for each day of the week.
    3. Any day of the week can be configured as closed.
    4. Default business hours (Mon-Fri, 9am-6pm) are applied.
    5. Configured Business Hours can be viewed and selected in dashboard filters.

Wallboard Enhancements

  1. Wallboard enhancements to speed up configuration and improve visual clarity.
    1. Multiple Calls in Queue tiles can be added in a single operation.
    2. A Filter by User Groups option is always available alongside “Filter by Users” for a more consistent user experience.
    3. Wallboard KPI and user status tile colors have been enhanced to improve visual clarity and align with design standards.

Access Red Cactus Bubble from Analytics 365 Call Analytics

  1. When enabled in settings, users will see the Red Cactus icon on every page to facilitate access to the Red Cactus Bubble desktop app.

Set Default from Saved Filters

  1. Users can select and set any saved filter as the default filter directly from the saved filter list.
  2. When opening the portal, the default filter setting is automatically applied to improve the user experience.

Dashboard scheduling with data file and access code
  1. When scheduling a dashboard, users can now opt to send a Microsoft Excel Open XML Spreadsheet file (.xlsx) with the dashboard view by email. The scheduled email includes an access code, which can be used to securely download the file.

Users can share and schedule call queue and auto attendant dashboards

  1. Users can now share and schedule call queue and auto attendant dashboards. This brings call queue and auto attendant dashboard views in line with other dashboard views. The share and schedule capability is available for both summary and detail views.

Other Changes

Bug Fixes and Minor Improvements

  1. Several minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve user experience.

September 2025

A summary of features and improvements deployed in this release are outlined below.

Product Updates
Total Answered KPI < User View Statistics 
  1. Total Answered KPI, User View statistics will now display only user-related  calls and will exclude calls to call queues and auto attendants.
Other Improvements
Resource Account Mapping Issue Resolved
  1. An issue with resource account mapping which was resulting in the User Management section of the call analytics portal not being visible to users has been fixed.
  2. Previously numbers assigned in the Assign Calling ID section of Microsoft Teams call queue admin section were mapped, instead of the Resource Accounts assigned to call queues. Now, only resource accounts mapped in the Resource Account section will be used. 
Bug Fixes
  1. Minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve user experience.

August 2025

Watch the video showcasing new features in the August 2025 release.  (To share, click here to open the video and copy the URL.)



A summary of features and improvements deployed in this release are outlined below.

Enhanced User Group Management
  1. Only call queue groups will now be shown in Settings > User Groups. Super admins can search and add additional groups from their Microsoft Azure estate. These groups can be removed by Super admin users with the relevant permissions.
Drillable Report on Auto Attendant KPI
  1. In the Auto Attendant Details section, users can drill down on call count statistics for Call Volume, Transferred calls, and calls Completed in AA. Clicking on these statistics opens a detailed call list.
UI Improvements
  1. Call Queue Overflow Captions Updated:
    1. Immediately ➝ Redirect Instant
    2. At Threshold ➝ Redirect Timeout
  2. Customizable Page Length
    1. Users can now control the number of records displayed in the Calls in Progress table below the Wallboard, and the Agents table below the Call Queue KPI. 
  3. Agents sorted based on agent status
    1. In the agent section below the Call Queue KPI, and the Calls in Progress table below the Wallboard tiles, agents will now be sorted by status. This means that agents who are active (In a Call or Available) will be shown first, and inactive agents (Offline, Out of Office) will be shown at the end of the list. 
Other Changes
  1. Bug Fixes and Minor Improvements:
    1. Several minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve user experience.

June 2025

Watch the video showcasing new features in the June 2025 release.  (To share, click here to open the video and copy the URL.)



A summary of features and improvements deployed in this release are outlined below.

Auto Attendant & Call Queues KPI
  1. New Dashboard Auto Attendant & Call Queues has been added to the KPI section displaying the number of Call Queues and Auto Attendants for the selected filters.
Call Queues Dashboard
  1. Click on Call Queues to open the Call Queues Dashboard showing data for each call queue including: Calls presented, answered, missed and overflowed.
Detailed Call Queue Dashboard
  1. Click on a specific call queue to navigate to the call Queue Page. This page includes:
    1. Real-time statistics: Calls Waiting and Agent Status
    2. Percentage-based performance metrics: Percentage Answered, Percentage Abandoned, Grade of Service (GoS), and Percentage Answered in Target (PCA).
    3. Agent-level statistics: Calls Offered, Answered, Bounced, Average Talk-time and Total Talk-time.
    4. Target response time visualization. Two response thresholds need to be set for each call queue to monitor call response times.
    5. Breakdown of overflowed calls:
      1. Percentage calls overflowed, calculated as the number of calls overflowed, over the total calls offered
      2. Calls overflowed immediately shows calls that have overflowed before hitting the call queue.
      3. Calls overflowed at threshold are based on thresholds set within Microsoft admin.
  2. Users can drill down on available statistics to view detailed call records.
Auto Attendant Dashboard
  1. Click on the Auto Attendants tab to open the auto attend dashboard showing data for each auto attendant including: Calls presented, Transferred and Completed in Auto Attendant.
Click on an Auto Attendant tile to view detailed statistics including:
  1. Pie chart representation of summary statistics.
  2. Percentage of calls transferred to an agent or call queue.
  3. Average time in auto attendant.
  4. A table with call transfer details that include: Number of calls transferred to a destination and the average transfer time.
UI Enhancements
  1. Add New Wallboard popup screen has been re-designed for improved usability.
  2. Add KPIs to Wallboard interface has been updated for improved usability.
Other Changes
  1. Bug Fixes and Minor Improvements:
    1. Several minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve user experience.

April 2025

The April release contains the following product improvements:

Performance Improvements
  1. Loading of dashboard filters:
    1. Dashboard filters' dropdown menus will partially load menu content as required. This will improve the overall load time and performance of the dashboard without compromising the search function.
    2. Loading of dashboard page:
    3. Dashboard pages will be loaded as required improving the page load time. Statistics displayed continue to be calculated for all pages of the dashboard.
Downloading Reports of 5,000 records or more 
  1. Download functionality has been enhanced for reports containing 5,000 or more records. Users will be informed that the report will be emailed as a CSV file on completion. If the number of records is less than 5,000, the download will proceed as usual.
Bug Fixes and Minor Improvements
  1. Several minor bug fixes and performance improvements have been applied to enhance the overall stability of the portal and improve the user experience.

March 2025

Watch the video showcasing new features in the March 2025 release.


The March 2025 release contains the following product improvements:

Changes to Main Filters 
  1. Incoming Numbers
  1. Incoming Numbers of users and call queues can now be filtered on the main dashboard and when creating wallboards. 
  2. Incoming numbers are displayed with the number first, followed by the label in brackets:
    1. For users, the label shows the user's first name and last name: +441895283541 (Bob Fleming).
    2. For groups, the label displays the group name: +441234388591 (Support).
  1. Call Queues
    1. The Call Queues filter dropdown now shows call queue names (group names) whether or not a DDI number has been assigned.
    2. The DDI number is no longer displayed in the Call Queue filter dropdown as DDIs are now shown in the Incoming Numbers filter.
Changes to Wallboards
  1. Enhanced Live Calls Functionality: Calls in Progress
    (Available only with Analytics 365 Recording offering integrated)
    1. The option to add a Calls In Progress table to Wallboards using the toggle. 
    2. If enabled, the Calls in Progress table will be positioned below the Wallboard tiles, providing real-time updates on agent status and call details. 
    3. The table includes the following information:
      1. User
      2. Status (e.g., In a Call, Available, Busy, Out of Office, etc.)
      3. Call Type / Call Relation (e.g., Internal, External, Empty)
      4. Call Queue
      5. Participants / CLI

  2. Calls in Progress KPI has been added within the Real Time tab in the Add KPIs to Wallboard screen. Selecting the toggle will enable the Calls in Progress filter on the next screen where particular agents can be filtered.

  3. Wallboard Filters
    1. The Filters for all the KPIs have been moved to a new screen which appears after KPIs are selected and users click Next.
Other Changes
  1. Bug fixes and minor improvements have been made.