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:
|Call initiated and awaiting answer.
|Active two-way audio between caller and agent.
|Caller placed on Local Hold and hears hold music.
|Call entered a Ring Group and hears hold music and Ring Group messages, when configured.
|Local conference call or Ad-Hoc or Leader-Based Kerauno Conference Room initiated.
|Call transferred to another extension either blind or assisted.
|Call placed in a parking lot.
|Call placed into an extension’s voicemail box.
|Call terminated by either agent or caller.
Hover over any color-coded segment to view an approximate duration of the activity.