VoIP Analytics: The Power of Real-Time Call Monitoring

Effective communication is crucial for businesses to succeed in today’s fast-paced environment. Despite increased use of Teams, Zoom and the like; phones are still a key business tool when it comes to working with customers and winning new business.

VoIP Analytics is a fantastic tool for getting a handle on how effectively your business handles incoming calls and it’s now included as standard with our VoIP service.

VoIP Analytics Benefits

  • Greater Adaptability. Users have the ability to oversee their services and promptly modify them, empowering them to make real-time adjustments to call routing and handling processes in response to shifting demand, resulting in improved flexibility.
  • Exceptional Customer Experience. Improved and expedited call handling enhances efficiency and productivity, resulting in significantly elevated customer service standards. This also aids in the elimination of missed business opportunities caused by unanswered calls.
  • Real-Time Data. One of the most pronounced features of Intelligent Call Service is real-time reporting, as it allows businesses to monitor call centre queues and agents, including the number of calls in queue, call abandonment rates, and the longest waiting and unreturned missed calls. This visibility into call centre performance is particularly valuable for businesses that depend on efficient call centre operations to succeed.
Cloud Voice (VoIP) Analytics West Sussex

My Dashboard

This allows users to create, collate and display tiles (configurable report components) on a customised wallboard, presenting up-to-date call data specific to requirements. Each login has its own “My Dashboard” display.

  1. Customisable Dashboards allow businesses to create their own custom wallboards with up to 20 views. This provides businesses with the flexibility to create dashboards that are tailored to their specific needs.

  2. Easy to configure. Live Tile Creator wizard can be used to add and edit views, and “My Dashboard Configuration” page lists existing views with the option to edit, delete, or define display options. This makes it easy for businesses to configure their dashboards quickly and efficiently.

  3. Multiple view types. My Dashboard offers multiple view types to choose from, including Wallboard, External URL, Docking Panel, Group Performance View, Trend View, Agent Activity, and Calls In Progress. This provides businesses with a range of options to display the data that is most relevant to them.

  4. Customisable KPI. With Wallboard and Docking Panel views, businesses can select the statistics they want to display from a range of Key Performance Indicators (KPI). They can also choose the colours of each KPI, set alarms for each, and add relevant filters to refine the data.

Business Insight

This section of the software allows users to monitor inbound and outbound calls through pre-defined dashboards and reports.

  1. The Hourly Call Distribution displays the busiest hours of the day, while the Percentage Answered speedometer shows the percentage of calls answered within the target response time.
  2. The Quick Reports section includes various call activity reports that can be customized using filters. The graphical tiles display call information and clicking on them provides further detail through relevant reports.
  3. The User Summary report displays a call summary by extension/user, and clicking on an extension number displays a breakdown of calls for that extension. All reports can be saved as PDF/CSV or emailed instantly.
VoIP Analytics West Sussex

In conclusion…

VoIP Analytics is a game-changing tool for businesses looking to enhance their communication strategies. Wessex IT’s Intelligent Call Service provides businesses with real-time insights into their call operations, enabling them to make data-driven decisions that improve efficiency, productivity, and customer satisfaction.

Contact us today to learn more about how Intelligent Call Service can benefit your business.

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