Call Analytics Updates

Call Analytics Updates

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

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
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.