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How to analyze the Incoming and Outgoing calls data in the Contact Center App?

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Updated on September 7, 2020 04:02AM by Admin

The Call Analysis Dashboard of the Contact Center App is divided into the below sections:

  1. Number of Calls
  2. Call Log by Month
  3. Agent by # of Calls
  4. Pictorial Representation
  5. Filter By Employees
  • Log into your Apptivo account and navigate to the Contact Center App. Select the Dashboard dropdown from the left pane. In the dashboard, select Call Analysis.

  • The Call Analysis page will appear in the right pane. Here, you can track the call logs quickly.

  • By default, the dashboard will display the data of all the employees using this app for the current year.

Contact Center App

Number of Calls

The Call Analysis dashboard is customized to display up-to-date information on the total number of incoming and outgoing calls handled in the Contact Center App. It also shows the count on the missed calls.

  • To view the call information in detail, select the Details tab. Here, I have selected Missed Calls.
Count By Number

  • You will be redirected to the Missed Calls table view. You can click the More Details icon to have sufficient information on a particular call.
Missed Call

Call Log by Month

  • The Call Analysis dashboard also provides a bar chart to display the count on the number of incoming and outgoing calls for every month.
  • On hovering the cursor over a particular month’s statistics, you can retrieve the data on the minutes handled for that month.
Bar Chart Analysis

Agent by # of Calls

  • The Call Analysis dashboard allows you to obtain information on the number of incoming and outgoing calls managed by your agents.
Agent By Calls

Pictorial Representation

  • In addition to the above data, there is also a pie chart to display the incoming and outgoing calls handled as a pictorial representation.
Pictorial Data

Filter By Employees, Teams, and Years

You can make use of the Filter available at the top of the Call Analysis dashboard to retrieve data for a particular employee, team, or a particular period.

  • Select the All Calls dropdown to view the stats of your calls, your subordinates, or your teams.
All Calls

  • In the year dropdown, you can filter the data according to the quarterly time periods and months in a year.
Year Filter

Note: Once the filter is applied, the entire dashboard will display the statistics based on the filter values. Also, a Non-Super user can view only his and his subordinates’ call analysis.