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Analytics shows how your team handles customer conversations and how meetings are used. Before any of that appears, the events have to be collected.

Analytics shows how your team handles conversations and how meetings are used. Before any of that appears, the events have to be collected, and that is where most empty dashboards come from.

Check it is collecting first

Data gathering sits in WMS > PBX > Features > Cloud Analytics. On a phone system running in the cloud it is on automatically. On a standalone system, or a network that mixes cloud and on-premises systems, an administrator has to switch it on.

Nothing is collected retrospectively, so a dashboard opened the day after switching it on is empty for the right reason. It also needs WMS 6.0X or higher.

Open it

1. Go to Analytics.
2. Open the Liveboards tab.
3. Select ChatView.

From there you can switch between the charts, or read the grid underneath them.

What the grid shows

The two views

Conversation analytics answers how your team handles customer conversations: how long customers wait for a first reply, which conversations go quiet without being closed, and whether the load is spread across the team or concentrated on two people.

Meeting analytics answers how meetings are used: how many, how long, who attends, and how much is internal against with customers. The internal to external ratio is the number worth looking at. A sales team spending more time in internal meetings than with customers is a finding, not a statistic.

Bring a question

The data will show you everything, which is the same as showing you nothing. Start with something you want to decide: whether to hire, whether a process is working, whether a change last month helped.

Compare the same weekday across several weeks rather than day to day. Conversation and call volume is strongly weekly, and a quiet Tuesday tells you nothing on its own.

What it is not for

Comparing individuals is tempting and usually misleading. Someone handling fewer conversations may be taking the difficult ones. To understand quality rather than volume, Revenue Intelligence looks at what was said.

Where the data lives

Analytics data is stored in an AWS datacentre in the region where your phone system is. That is the answer if anyone asks where the data goes.

Switching event collection off later does not delete what was already gathered. Ask us if you need the older data removed as well.

How long files are kept

Recordings, transcriptions and voicemails are kept in Company Data Storage, part of the AI+Data Boost bundle, and the retention period is set per file type rather than being one figure for everything.

One thing to line up: the value for Delete voicemail after in WMS > Call and chat history > Settings has to be equal to or longer than the retention set for voicemails in the AI+Data Boost tab. Set them the other way round and voicemails disappear before the retention you configured says they should.

See also

• Which analytics tool do I need?
• Get started with Revenue Intelligence