Plan requirement
| Subscription | Any plan |
Four different reporting tools, each answering a different question. Pick by what you want to know, not by name.
Match the question to the tool
| You want to know | Use | Needs |
|---|---|---|
| Who called whom, when, for how long | Cloud Analytics | UC-Premium |
| How a queue is performing right now | x-caracal | x-caracal |
| What is happening across the system right now | Live Dashboard | x-bees SuperBee |
| What was actually said in customer conversations | Revenue Intelligence | x-bees SuperBee |
Cloud Analytics, for call records
The successor to CDR-View. Every call with its number, direction, duration and outcome. This is what you use for volume by hour, who is busiest, and how many calls went unanswered.
x-caracal, for queues
Purpose-built for call groups: waiting times, abandoned calls, agent availability. Where Cloud Analytics tells you a call happened, x-caracal tells you how long someone waited first.
It has a licence floor of ten UC-Business or UC-Premium subscriptions plus one UC-Premium.
Live Dashboard, for right now
Active conversations across the system as they happen. A supervisor's view rather than a report. The Services tab needs x-caracal on top of SuperBee.
Revenue Intelligence, for content
Works on what was said rather than on call metadata: transcripts, summaries and patterns across conversations. For coaching and understanding why deals go the way they do.
Start with the question. "Are we answering the phone fast enough" is x-caracal. "Are we saying the right things" is Revenue Intelligence. They do not substitute for each other.
Data retention
How long analytics data is kept is governed by the AI+Data Boost bundle. If you need a longer history than the default, that is the lever, and it is a paid addition.
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