Plan requirement
| Subscription | UC-Premium, or x-bees SuperBee on x-bees |
Cloud Analytics shows every call your system handled. Here is how to get answers out of it rather than a wall of rows.
One subscription per viewer
Cloud Analytics needs a subscription for each person who wants to open it, not one for the system. Which subscription depends on what you run: UC-Premium on Collaboration, and x-bees SuperBee on x-bees. Check this before you promise access to a whole management team.
No Analytics button at all? Two things switch it off entirely rather than partly. Anything unresolved on the subscription for your system takes Analytics away until it is settled, and opening Collaboration inside another page, in a frame, does the same. Neither shows an explanation.
Start with a question
The data will happily show you everything, which is the same as showing you nothing. Useful questions look like:
- How many calls do we miss, and at what times of day?
- Is Monday morning our busiest hour, or does it just feel that way?
- Which numbers do customers call most, and do those go to the right team?
- How long are people waiting before we answer?
Filtering
Narrow by date range, direction, extension or call group. Comparing the same weekday across several weeks tells you more than one day in isolation, because phone traffic is strongly weekly.
What a missed call means here
Read the definition before drawing conclusions. A call that rang a group, went unanswered and was then picked up on a second attempt may be counted in more than one way. Check how your call groups are set up before reporting a problem upwards.
Look at your busiest hour rather than your daily total. Staffing follows peaks, and a comfortable daily average can hide a queue that collapses every Monday at nine.
How far back it goes
Three months by default. Past that the data is gone, so a year-on-year comparison is not something you can decide to run in December.
A longer history comes with the AI+Data Boost bundle. That is a paid addition and worth arranging before you need the data rather than after, because it does not reach backwards.
The data itself stays in the region your system sits in, which is usually the first question anybody asks about it.
Queue detail
For waiting times, abandoned calls and agent availability, x-caracal is the better tool. Cloud Analytics tells you a call happened; x-caracal tells you what the caller experienced first.
If the numbers look wrong
Cloud Analytics keeps a local copy of the call data so filtering stays quick. Very occasionally that copy goes bad, and the symptom is data that will not filter properly or totals that do not match what you know happened.
Rebuilding it is done with commands that can damage the system if they are run wrongly, so it is not a do-it-yourself repair. Tell us what you are seeing and we will do it with you.
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