VoiceQ365 · Call Analytics

Understand what happens to calls over time.

Analyse wait times, call outcomes and the path through auto attendants and call queues – from overall patterns to the individual call journey.

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For Teams Phone owners, IT operations, queue managers, service managers and partners.

The challenge

An aggregate figure does not explain why a call had a particular outcome.

Call volumes and average wait times show the overall trend. They do not always explain how calls moved through auto attendants and call queues, or where they were answered, transferred or ended.

Aggregate figures hide the call path

An answered or missed call does not by itself show which auto attendants, call queues and destinations it passed through.

The call journey lacks context.

Averages hide the differences

Wait times and call outcomes can vary between call queues, weekdays and periods.

Those differences need to be investigated.

The outcome does not explain the journey

A completed, transferred or missed call does not by itself show where the journey changed or ended.

The individual call journey needs to be traceable.

Call Analytics in practice

Analyse call history from the overall view to the individual call.

The views provide different ways to explore historical KPIs, call journeys and exports.

Call Analytics showing historical KPIs, queue calls and call outcomes

Historical overview

Identify where call volumes, wait times and missed calls require further investigation.

VoiceQ365 module

From patterns to individual call journeys

Move from trends over time to the individual call.

Start with patterns across periods and call queues. Then use filters, the table view and Hop Count to investigate the call journeys that require further explanation.

Find the pattern

Compare offered, answered and missed calls, together with wait times, for the selected period.

Narrow the analysis

Filter by call queue, period and outcome to find the relevant calls.

Follow the individual call journey

Use Hop Count to see the call path through auto attendants, call queues, agents and destinations.

Access, roles and audit trail are managed through Coherence.

Questions about Call Analytics

What to know about historical call analysis.

What can be analysed in Call Analytics?

Among other things, you can analyse the availability, response and loss of calls, response rates, waiting times, overflow, results per call line and agent or destination outcomes.

What does Hop Count show?

The Hop Count shows the call path through automatic changes, call queues, agents and destinations, so that the specific course can be examined step by step.

Does Call Analytics show current call activity?

No. Call Analytics is used for historical analysis. Current call queues, wait times and agent availability are shown in Real-Time Dashboard.

Which Teams Phone connectivity options are supported?

VoiceQ365 can support Microsoft Calling Plans, Operator Connect and Direct Routing. The actual setup depends on the tenant and integrations.

How is access controlled?

Access and roles are handled through Coherence so that the analytical views can be delimited according to the responsibility of the organisation or partner.

Does Call Analytics replace Microsoft Teams Phone?

No. Microsoft Teams Phone handles the calls. Call Analytics provides historical insight into how they were handled.

Where is data processed and stored?

Coherence runs in Microsoft Azure. The geographical location depends on the specific delivery. If your organisation has specific data location requirements, we'll clear them as part of the solution.