Who Has Access to Analytics

• Pro users or Contact Center Agents in an organization with the Unlimited switchboard package.
• Pro users or Contact Center Agents in an organization with the Light switchboard package can purchase the Analytics add-on.
• The user must have the Telephony System and/or Analytics permission.

💡 In many cases, it’s more cost-effective to upgrade your switchboard package from Light to Unlimited rather than purchasing the add-on separately.

General Information

What Is Analytics

Analytics is a smart service that lets you analyze your call flows to streamline operations. Choose metrics based on your KPIs and get started right away.

Who Can See What

Pro users with the permission Analytics (under Features) can view and analyze all response groups in the organization—regardless of whether they are an agent, a supervisor, or not part of any group.

Purchase the Service

Follow this guide to purchase the add-on.

You need the Account permission to complete the purchase.

How to Use Analytics

When you open the Explore tab, you’ll see a menu where you can choose how your analysis should be filtered and displayed:

1. Type of analysis data – choose whether to analyze response groups or users.
2. Time period – choose the period you want statistics for, for example, last month or this week.
3. Included weekdays – choose which days to include in the analysis, for example, Monday to Friday.
4. Included hours – choose whether to include all hours of the day or a specific time range.
5. Time interval for grouping data – decide how the data should be grouped, for example, per hour (60 minutes).
6. Call type – internal / external – choose whether to view internal calls, external calls, or both.
7. Response groups – select one or more response groups to include in the analysis.

After making your selections, click Search to refresh the statistics.

Adjust Metrics

Click the eye icon to filter what you want to see. You can choose to include or exclude different metrics.

Export Data in Analytics

1. Click the ellipsis menu (the three dots).
2. Select Download Excel file.

📊 Want to export reports automatically and schedule deliveries? Follow this guide to set it up.