MiVoice Office Application Suite provides an advanced call analytics platform in the form of 'MiVoice Office Call Reporter'. This solution provides a range of tools to analyze the call experience of your customers and to monitor the performance of staff, both historically and in real-time.

MiVoice Office Call Reporter stores as much information as it can about telephone calls, it tracks where calls have routed to (including Call Routing Announcements/Auto Attendants) and stores DID, contact information and internal information such as agent IDs and account codes.

Historical Reporting vs Real-Time Reporting

There are two interfaces provided by the system to access call information:

Historical Reporting

The historical reporting interface (Reports option on the main menu) provides a way to view call data over a specific period of time. This can be for the current day or over a large period of time like a week or month. Historical reports are designed to be used to locate specific calls or to monitor customer experience/user performance over time to ensure that service levels are being met.

Call data can be viewed as a list if searching for a specific telephone call or grouped together which allows call traffic to be analyzed in more detail.

Once configured, historical reports can be scheduled to be delivered via email or to a network share on a regular basis.

For more information, please refer to the Historical Reporting section.

Real-Time Wallboard/Dashboard

The real-time interface provides a view of daily call data (including calls that are in progress) and allows users/supervisors to track performance and customer experience as it is happening. Being able to track performance in real-time allows immediate responses to be made to improve performance.

The real-time interface provides a range of tiles which can be customized and filtered as required. Alarms can then be used to alert users to areas of analysis that need attention.

For more information, please refer to the Real-Time Reporting section.

Using Call Analytics

The historical and real-time elements of MiVoice Office Call Reporter allow analysis of many aspects of call and status information. The sections below outline the most common reports and real-time tiles that can be used to get started when analyzing customer experience and user performance.

Analyzing Customer Experience

Ensuring that customer enquiries are answered quickly and dealt with in a prompt manner is important to all businesses. The following reports and statistic tiles will help to analyze how long your customers are waiting and how long they spend on the phone to you.

Reports

• Calls by DID Report -> This shows call data grouped by the external number your customer dialed. The default columns show how many calls came in and details of both talk time and ring time (longest and average).
• Call List -> Identify a specific customer's call and trace it through the telephone system.
• Unreturned Lost Calls -> Provides a list of callers into your business where the call was not answered before the external caller hung up. Calls are removed from this list when they have been called or they have called back in and have been answered.

Real-Time Statistics

• Longest Waiting (Active Call Statistics) -> Displays the longest time any call has been waiting
• Calls Ringing External In (Active Call Statistics) -> the total number of external inbound calls in the ringing state.
• Calls Lost (Call Totals) -> Displays many callers hung up before being answered

Analyzing User Performance

It is important to monitor users within the business to ensure they are handling calls correctly. This can mean answering calls in a timely manner but also not spending too much time with one customer at the expense of another.

User performance can be analyzed at extension or agent level.

Reports

• Calls by Agent/Extension -> Look at call performance on a user level.
• Calls by Hunt Group -> Look at the service level, lost calls and performance at team level.
• DND Status by Agent/Extension -> Displays long have users been spending in do-not-disturb.

Real-Time Statistics

• Agents Free -> Is there anyone available to take calls.
• Avg Time Busy/Avg Talk Time -> What is the average amount of time spent on a call.
• Avg Time Busy N/A -> What is the average time spent in wrap up.
• Longest Time In DND for an Agent -> How long was the longest time an agent spent in do-not-disturb.