Plan requirement
| Subscription | UC-Premium |
| Also required | x-caracal |
x-caracal shows what callers experienced before anyone picked up: waiting times, abandoned calls, agent availability.
What it answers that other tools do not
Cloud Analytics tells you a call happened. x-caracal tells you how long someone waited first, and whether they gave up.
That difference matters because abandoned calls are invisible in most reporting. The customer hung up, so there is no conversation to count.
The three numbers to watch
| Abandoned calls | People who waited and left. The clearest measure of whether staffing matches demand. |
| Average wait before answer | Look at the busiest hour, not the daily average. |
| Agent availability | How much of the time agents were able to take calls. |
An acceptable daily average can hide a queue that collapses every Monday morning. Staffing follows peaks, so peaks are what to look at.
Who can see it, and who is counted
Reading x-caracal needs UC-Premium. Being measured by it needs UC-Business. Those are different plans, so a team of agents and their supervisor need different licences.
There is also a floor before it can be switched on at all: at least one Premium and at least ten Business or Premium subscriptions on the system. Below that, x-caracal is not an option however much you want the numbers.
Calls from anyone below Business are not logged. Not shown separately, not counted low: absent. If some of the people answering a queue are on a lighter plan, the statistics describe a smaller queue than the one your customers are in, and it will look better than it is. Check who is on what before you read anything into the figures.
Use it on the queue, not on people
Queue statistics describe a system. Individual agent numbers describe a person, and the two invite very different conversations. A slow average for one agent often means they take the calls nobody else wants.
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