Call Analytics Updates

Call Analytics Updates

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

November 2024

Dashboard and Wallboards > Filters
The time filter has been enhanced to help users find the data they need. It now includes the option to filter by:
  1. All Hours: All hours within the specified date range.
  2. Business Hours: The business hours as defined by administrators in Settings > System Settings > Settings. When selected, the business hours time range is displayed below. 
  3. Custom: The hours within the selected Start Time and End Time.
The date and time filter captions have changed: 
  1. Date Range is now Date. 
  2. Time Range is now Time.
All these changes are aimed to provide more flexibility for date and time filters across the product.

Settings > System Settings > Settings
Administrators can set the Business Hours for their organization, giving users the ability to filter calls by Business Hours.
Settings include: start day, start time, and end day, end time.

September 2024

Watch the video showcasing new features in the September 2024 release.


The September 2024 release contains the following product improvements:

Wallboard
  1. A filter button has been added to the User Status section within the Real Time tab to filter for Users. When the Real Time tab is open, the main filter button is hidden. 

User Groups filters on Incoming Number

  • A User Groups tab has been added to the Bulk Update window of System Settings > Incoming Numbers.
Filters
  1. Users:
    1. Call queues have been removed from All Users and All User Groups.
    2. New Call Queues filter has been added with a check box for “All Call Queues”.
Incoming Numbers:
    1. All Incoming Numbers checkbox has been added. When unchecked, the dropdown to select incoming numbers will display the username, followed by the DID.
  1. Call Queues:
    1. A separate call queue filter has been added. When unchecked, the dropdown to select call queues displays the name of the call queue followed by the DID. 
  1. Call Outcomes:
    1. Call outcomes have been grouped as follows:

Answered
Answered
Answered in Group
Answered out of Group
Answered on Overflow
Abandoned
Abandoned
Abandoned on Overflow
Abandoned in AA
Missed
Missed
Missed in Group
Missed on Overflow
Voicemail
Voicemail
Diverted
Diverted
Diverted by Group
Diverted via Voicemail
Diverted by AA
Overflowed
Overflowed
Additional Outcomes
Bounced
Barged
Forward
Conference
Call Pickup
Call Picked up
Call Parked
Call Retrieved
Call Parked and Retrieved
Meeting
Caption Changes
  1. Number column/field in call details tables and call leg popups have been renamed Participants.
  • GoS and PCA
    • The Status column has been replaced by an Answered in Target column in the Percentage Answered in Target and Grade of Service dashboard displaying values instead of text.

Settings > User Management changes

  1. Admin users can now allocate and deallocate licenses using the Licensed toggle located on user cards.
  2. An information icon has been added to user cards identifying them as a Resource Account or Call Queue.

May 2024


License Management

  • A new License Allocation screen will appear when the Super Admin first logs in.

  • An Allocate License button has been added to the User Management section to allow users to enable/disable licenses in bulk.

  • A toggle to enable/disable licenses has been added to each of the user/call queue tiles in user management.

Filters

  • Once selected filters for User, User Groups, Incoming Numbers, and Call Outcome, have been applied, they will appear at the top of the filter list.

  • Checkboxes have been added to the Call Outcomes filter to allow the option to Check All, or to select individual outcomes.

  • An info icon with the message ‘Totals may not align when filters are applied’ will be displayed when the filters selected result in a mismatch in the totals count.

Wallboards

  • Call Queues have been added to Real Time KPIs. They show the number of users currently in queue or waiting to be connected to an agent.

  • The ‘Enter’ key can now be used to select email addresses when sharing or scheduling a dashboard.

Caption Changes

  • Virtual Users has been changed to Call Queues in User Management.

  • Live Status has been changed to Real Time in Wallboards.

  • Add/Edit button has been changed to Edit on the Incoming Number page.

Other

  • A welcome screen has been added for all users on first login.

  • Email notifications will be sent at different stages of the free trial, and after user logins have been enabled, offering assistance as needed.