This guide will provide some insights of what reporting licenses to provide your staff.
Live Analytics | Analytics | Insights |
BEST | GOOD | BASIC |
All features available.
Realtime visibility of all metrics, including in-progress calls | All Features available.
Call metrics available immediately after calls are completed. | Limited features available on dashboards and reports.
Call metrics available immediately after calls are completed. |
*We recommend utilising Live Analytics and then Analytics reporting licenses, before Insights if you have them available.
When should I assign this license to my team?
Insights -
- Assign this license for a team member wanting basic reporting.
- This reporting tool focuses on “Post call” information, making detailed call data available after a call is completed.
- A single dashboard and a limited set of reports are available providing essential post-call details
Analytics -
- Assign this license for a team member wanting advanced reporting on post call information. Additional features and dashboards are available.
- Other features available include access to Call tag information and call recordings.
Live Analytics -
- Assign this license for a team member who is wanting advanced reporting, monitor live calls and have access to real-time wallboard statuses.
- A wider range of call features and dashboards are available, this also includes call tag information and call recordings.
- Users can monitor in progress calls, utilising real-time data.
- The Supervisor Dashboard offers a comprehensive view of operational data, while customisable wallboards display live performance metrics
Expand the sections below for a more in-depth view of the licenses available:
* Click on > to expand the menu - if you are using a mobile phone or tablet, please view in landscape
Insights offers a single dashboard and a limited set of reports, providing essential post-call details.
Features:
- Configure a single dashboard with up to 16 tiles.
- Access the Connect desktop app, allowing:
- Screen pop-ups for inbound calls to an attached IP Phone.
- Click-to-dial for outbound calls.
- Access to imported directories.
- Group users together for location or business functions, reflected in the Connect Desktop app.
- Configure up to 10 schedules with a total of 25 reports per day.
- Configure up to 50 filters to use with reports.
Analytics enhances the platform's functionality by adding more features and capabilities. A key addition with the Analytics license is the concept of workspaces, which allow for the segmentation of reports and dashboards. This segmentation helps organise and manage data more effectively. Other notable features of this license include access to call tag information and call recordings, providing deeper insights and more comprehensive reporting capabilities.
Features:
- Includes all features provided with the Insights product.
- Provides 5 Analytics Supervisor licenses (fixed) that can be allocated to any user configured on the system.
- Offers 5 workspaces, allowing segmentation of reports and dashboards.
- Supports 5 dashboards per workspace, with up to 64 tiles per dashboard.
- Configure up to 50 filters per workspace, applicable to both reports and dashboards.
- Access to the Connect desktop app, enabling:
- Screen pop-ups for inbound calls to an attached IP Phone.
- Click-to-dial for outbound calls.
- Access to imported directories.
- Configure up to 50 schedules with a total of 25 scheduled reports per day.
Live Analytics enhances the capabilities of our platform by providing real-time insights and advanced reporting features.
Users can monitor calls as they happen, utilising real-time data to make informed decisions and improve customer service.
Features:
- Includes all features from the Analytics License.
- Introduces real-time data monitoring and advanced reporting features.
- Provides 5 Live Analytics Supervisor licenses, offering expanded access and control.
- Supports real-time call tagging and call recording for detailed analysis.
- Offers 5 workspaces, allowing segmentation of reports and dashboards.
- Allows 5 dashboards per workspace, with up to 64 tiles per dashboard.
- Configure up to 50 filters per workspace, applicable to both reports and dashboards.
- Access to the Connect desktop app, enabling:
- Screen pop-ups for inbound calls to an attached IP Phone.
- Click-to-dial for outbound calls.
- Access to imported directories.
- Configure up to 50 schedules with a total of 25 scheduled reports per day.
- Utilise the Supervisor Dashboard for a comprehensive view of operational data.
- Customisable wallboards to display live performance metrics, ensuring teams stay on top of their targets and identify potential issues promptly.
Get in touch
If you require any further assistance, please contact our helpdesk on 0800 477 333 seven days a week 8 am - 10 pm NZST.
