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CallTower Solutions Center

Analytics 2.0

Video Overview: 

Analytics20
 

 

Dashboard – displays the current day’s Call Volume, Conferencing, Top 10 users receiving calls, and Top 10 users making calls for the company.

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Daily User Inbound report – displays all the daily inbound calls received by a user for a date range.  Columns: User Name, DID, Call Date, Inbound Call Count, Inbound Avg Talk Time, Inbound Avg Max Talk Time, and Inbound Total Talk Time.

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Daily User Outbound report -  displays all user daily outbound calls made by a user for a date range.  Columns: User Name, Outbound Call Count, Call Date, Outbound Avg Talk Time, Outbound Avg Max Talk Time, and Outbound Total Talk Time.

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Hourly Company Conferencing – displays number of Skype conferences by the hour for a date range.  Columns: Hour of Day, Total Duration, Call Date, Max Duration, Average Duration, Total Participants, Max Participants, and Average Participants.hourly company conferen.png

Daily Conference Summary- displays number of daily Skype conferences for a date range.  Columns: Date, Total Conferences, Total Participants, Average Participants Per Conference, and Originating Location.

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Hourly Call Volume – displays hourly call volume for the company for a date range:  Columns:  Call Date, Hour of Day, Outbound Call Count, Outbound Avg Talk Time, Outbound Max Talk Time, Outbound Total Talk Time, Inbound Call Count, Inbound Avg Talk Time, Inbound Max Talk Time, and Outbound Total Talk Time.hourly call volumn.png

Daily Inbound Call Handling – displays call handling for a date range. Columns: Calls answered within 10 seconds, within 11 – 20 seconds, within 21 – 30, within 31 – 60 seconds, and over 60 seconds.  This report will include a grid of data shortly showing data by user.daily inbound call.png

New Report Descriptions:

Daily Chats – The daily chat report is based on the number of Skype chats.  The graph shows a stacked bar chart based on both inbound and outbound chats for the selected time-period.  The grid gets into more detail about the chats.2017-09-28_13-54-47.jpg

Daily Survey – This report is based on the survey results for Skype calls.  The survey can be filled out for both audio and video calls.  The graphs a stacked bar for the selected time-period.  Each value is given a different color.  The ratings range from one to five where five is the best.  The grid combines the ratings for audio and video.  The report will allow the user to look at data based on a location if desired.2017-09-28_13-56-17.jpg   

Daily Video Volume – This report is based on the number of Skype calls that used video.  The graph is a line graph showing totals for the selected time-period.  The grid shows the call date, total video calls for the time-period, total duration of all the calls for the time-period, max duration of the single longest call for the time-period, and average duration for all calls for the time-period.2017-09-28_13-57-30.jpg

Hourly Chats – – The daily chat report is based on the number of Skype chats.  The graph shows a stacked bar chart based on both inbound and outbound chats for the selected time-period.  The grid gets into more detail about the chats.2017-09-29_7-47-19.jpg

Hourly Survey - This report is based on the survey results for Skype calls.  The survey can be filled out for both audio and video calls.  The graphs a stacked bar for the selected time-period.  Each value is given a different color.  The ratings range from one to five where five is the best.  The grid combines the ratings for audio and video.  The report will allow the user to look at data based on a location if desired.2017-09-29_7-48-33.jpg

Hourly Video Volume - Daily Video Volume – This report is based on the number of Skype calls that used video.  The graph is a line graph showing totals for the selected time-period.  The grid shows the call date, total video calls for the time-period, total duration of all the calls for the time-period, max duration of the single longest call for the time-period, and average duration for all calls for the time-period.2017-09-29_7-49-34.jpg

Daily Hunt (Response) Groups - The graph shows a stacked bar chart based on average hold times and longest hold times for the selected time period.  The grid gets into more detail about the calls.

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Hourly Hunt (Response) Groups - The graph shows a stacked bar chart based on average hold times and longest hold times for the selected timeperiod.  The grid gets into more detail about the calls.

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