Who has access to analytics?
- Pro user or Contact Center Agent in an organization with the Unlimited switch package
- Pro users or Contact Center Agents in an organization with the Light switch package can purchase the analytics add-on service
- The user must have the Telephony System and/or Analytics permission
Open analytics
- Click on Analytics
In many cases, it is more cost-effective to upgrade the switch package from Light to Unlimited instead of purchasing the additional service that is already included in the package.
General information
What is analytics?
Analytics is a smart service that allows you to analyze your call flows to streamline your operations.
Choose metrics based on your KPIs and get started right away.
Who can see what?
Pro users with the Analytics permission (under Features) can view and analyze all response groups in their organization, regardless of whether they are an agent, supervisor, or belong to no group.
Buy the service
You need to have account permission to purchase additional services.
How to use analytics
Report type and content
- Click the plus sign to create a new report.
- Name the report
- Choose whether you want to analyze response groups or users and choose who you want to get data on
- In the content segment, you choose what the report should contain.
- Select desired measurements (see the metrics article for more information)
- Select time range and language
Delivery and scope
- Choose whether the report should be a one-time report or recurring.
- If recurring, indicate when the report should be delivered
- Specify the scope, such as the last week or month
- Specify which days and times the report should cover (all days of the week, Mon–Fri or customized times)
Duration
- Specify whether the report should be sent at every selected interval or a limited number of times (applies to recurring reports only)
Subscribers
- Choose who should receive the report.
- Preview the report with data from last week to see how it will look