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Enterprise Call Analytics

A comprehensive PBX call analytics tool that provides real-time insights into your phone system's performance, call quality, and team productivity.

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Installation​

Setup Instructions​

  • Download and customize files

    • Customize user_portal_custom.js at Tenant or User Level. Here is the link to download the JS file: Enterprise Call Analytics
    • Modify usr_portal.htm:
    <!-- Replace this line -->
    <script src="js/user_portal_custom.js?v=[[#version]]" async></script>
    <!-- With this line -->
    <script type="module" src="js/user_portal_custom.js?v=[[#version]]" async></script>
    • Remove the default component:
    <!-- Remove this line -->
    <script type="module" src="components/organisms/pbx-home.js?v=[[version]]"></script>

  • Enable Custom Homescreen

    • At extension or tenant level, set Content for the home screen to Custom Content
    • Navigate to Tenant -> Advanced -> User Page Control OR Extension settings -> Provisioning Tab/User Page Field Control -> User Page Control

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  • Configure Required Permissions

    • Ensure Call records and Queue permissions is enabled under Tenant settings -> group

Key Features​

📊 Real-Time Dashboard​

See your call center's performance at a glance with live metrics and visual charts that update automatically.

🎯 Key Insights​

  • Call Volume: Total calls, inbound vs outbound breakdown
  • Answer Rates: How many calls your team is successfully handling
  • Talk Times: Longest and shortest conversations
  • Peak Hours: When your phone system is busiest
  • Top Performers: Which extensions handle the most calls

📞 Call Quality Analysis​

  • Voice Quality Scores: Automatic analysis of call clarity (MOS scores)
  • Call Routing: See how calls flow through your system (queues, ring groups, voicemail)
  • Extension Pickup: Track which extensions answer calls and how quickly

🔍 Detailed Call Records​

  • Complete Call History: Every call with timestamps, duration, and participants
  • Call Recordings: Listen to recordings directly in the dashboard
  • Call Flow: Visual timeline showing how each call progressed through your system
  • Transfer Tracking: Identify attended and blind transfers

How to Use the Dashboard​

Quick Start​

  1. Select Time Period: Choose from preset ranges (Today, Last Week, etc.) or set custom dates
  2. View Metrics: Check the summary cards for key performance indicators
  3. Analyze Charts: Review visual breakdowns of call patterns
  4. Filter Calls: Use search filters to find specific calls or patterns
  5. Export Data: Download reports for further analysis

Understanding the Metrics​

Answer Rate: Percentage of calls successfully answered by your team

  • 🟢 Good: 80%+
  • 🟡 Monitor: 60-80%
  • 🔴 Needs Attention: Below 60%

Call Quality Score: Voice clarity rating (1-5 scale)

  • 🟢 Excellent: 4.0+
  • 🟡 Good: 3.0-3.9
  • 🔴 Poor: Below 3.0

Peak Hours: Shows when your phone system is most active - useful for staffing decisions

Advanced Features​

Call Detail Analysis​

Click "View Details" on any call to see:

  • Call Timeline: Step-by-step flow through your phone system
  • Quality Analysis: Voice quality measurements if available
  • Recordings: Listen to call recordings
  • Extension Details: See which staff member handled the call

Smart Filtering​

Find specific calls using filters:

  • Extension/Number: Search by phone number or extension
  • Call Type: Inbound, outbound, or internal calls
  • Call Status: Answered, missed, or not answered
  • Duration: Filter by talk time length
  • Quality: Filter by call quality ratings

Export Options​

Download your data in CSV format:

  • Call Analytics: Summary statistics and performance metrics
  • Detailed Call Records: Complete call history with all details
  • Custom Date Ranges: Export specific time periods

What the Charts Show​

Hourly Distribution​

Bar chart showing call volume throughout the day - helps identify busy periods for staffing

Call Types​

Pie chart breaking down inbound vs outbound vs internal calls

Call Status​

Shows how many calls were answered, missed, or went unanswered

Extension Performance​

Bar chart of your top-performing extensions by call volume

Tips for Better Results​

Daily Monitoring​

  • Check answer rates each morning
  • Review missed calls from the previous day
  • Monitor peak hour patterns for staffing

Weekly Analysis​

  • Compare performance week-over-week
  • Identify trends in call quality
  • Review top-performing team members

Quality Improvements​

  • Focus on calls with poor quality scores
  • Use call recordings for training opportunities
  • Monitor transfer patterns to optimize call routing

Data Export for Reports​

  • Export weekly summaries for management reports
  • Use detailed call logs for compliance requirements
  • Download quality data for performance reviews

Troubleshooting​

No Data Showing?

  • Check your date range settings
  • Ensure you have permission to view call records
  • Try refreshing the dashboard

Charts Not Loading?

  • Refresh your browser
  • Check if you have calls in the selected time period
  • Try a different time range

Can't Hear Recordings?

  • Check your browser's audio permissions
  • Ensure your speakers/headphones are working
  • Some recordings may not be available due to system settings

Performance Note: The dashboard works best when viewing periods of 30 days or less. Larger date ranges may take longer to load.