Render desired report within the Reporting menu and click the analytics link for the specific call to review in call analytics. Kerauno users can access In-Call Analytics from the My Calls tab from the dashboard.
In-Call Analytics is useful for viewing and analyzing in depth individual call data. In-Call Analytics provides the life cycle of a call through Kerauno. For example, ring time, length of call, transfer, conference, hold, or other activities that took place during the call.
Note: Duplicate entries may appear on this report as a result of calls entering your system and then routed through a Ring Group or IVR.
To access in call analytics, simply click on the call Date/Time hyperlink within any of the available reports as shown here:
In-Call Analytics Data
A table displays detailed call information, available recording, and a breakdown of call activities (ring, hold, transfer, etc.).
The color-coded chart illustrates call activity from start to finish:
|Ringing||Call initiated and awaiting answer.|
|Active||Active two-way audio between caller and agent.|
|Hold||Caller placed on Local Hold and hears hold music.|
|Ring Group||Call entered a Ring Group and hears hold music and Ring Group messages, when configured.|
|Conference||Local conference call or Ad-Hoc or Leader-Based Kerauno Conference Room initiated.|
|Transfer||Call transferred to another extension either blind or assisted.|
|Park||Call placed in a parking lot.|
|Voicemail||Call placed into an extension’s voicemail box.|
|End||Call terminated by either agent or caller.|
Hover over any color-coded segment to view an approximate duration of the activity.