Call Analytics

Modified on Mon, 24 Jul 2023 at 02:47 PM

Our new Call Analytics provides customizable dashboards for Call Center environments. This article explains how to configure this tool and use it effectively.

Access Call Analytics -

In the Manager Portal, click the Apps dropdown arrow and select "Call Analytics.”

Note that users can access Call Analytics but have a limited user interface. They are only able to view boards they have been given access to.

Important Definitions:

Board is a collection of customized cards arranged for viewing.

Card is a customizable widget that may contain charted data or content.

Navigating Call Analytics –

Navigate between boards or create a new board using the Main Menu (3 horizontal lines) located in the upper left-hand corner of the page. The menu includes a list of "My Boards,” "Favorite Boards" (a starred board), "Shared Boards" (if any have been shared with you), and the option to log out of the Portal.

The top navigation bar varies based on scope. For users who can modify and add boards, the UI will look similar to the following:

Here, you can Edit, Copy, and Delete boards, edit, favorite, and share. Notice that on the right-hand side, you can enable full-screen mode.

Let’s discuss creating a new board:

Add a Board –

To begin, click on the + icon in the main menu…

Some features are available on multiple pages. For instance, notice the far-right icons in the top navigation bar. These are also available on the Call Analytics home page. They function under the same idea here.

Creating a board involves adding cards. These are the cards that will be visible within the board. Click to get started adding a card to the new board. See our "Add a Card" section below to learn more about card options.

Modifying your board –

To edit a board, click the pencil icon in the top navigation bar.

Here is an example of a board in the editing screen. Cards can be added, edited, or deleted here. Click and drag to rearrange, or click and drag on the corner of a card to change the size.

Add a Card -

To add a card, first, navigate to a particular board. Then click on the + icon in the top navigation bar.

Cards are critical for building a board. Each card has three main components: type, data, and style. Let’s define these components below:

Card Type - Adding a card begins with the first component, Type. Type is how the data will be displayed on the card. Should the data be represented in a line chart, a table, a note with text, etc?

Type cannot be modified after the card has been created. If the type needs to change later, the card must be deleted and re-added.

Card Data - Data can be modified after a card has been created (by Call Center Supervisors and above). This tab has variable options based on the chosen card type.

Data is the content of the card. What data should be displayed in this card? e.g., How many calls have been handled in the last week?
Also included in the Data tab is the “Add Alert” option. If the data set reaches a configured threshold, alerts can be set up to change the data’s color and provide a browser notification.

Card Style - Style can be modified after a card has been created (by Call Center Supervisors and above). This tab has variable options based on the chosen card type. For example, if a "line chart" type is chosen, then the style options will include an option to modify the width of the lines.

Style can be modified after a card has been created (by Call Center Supervisors and above). This tab has variable options based on the chosen card type. For example, if a "line chart" type is chosen, then the style options will include an option to modify the width of the lines.
Once a card is created, you can modify it anytime from the board editing screen (Pencil Icon). When you hover over a card, you should see the Edit, Copy, Filters, and Delete options.

This is an example of a card being edited within a board. When new data or a type of style is selected, the card will automatically preview on the left side. Click the checkmark to save the modifications when done or the trash can to delete the card completely.