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Analytics

Voxeme provides a comprehensive analytics platform that allows you to track and analyze your application’s performance across multiple channels and metrics.

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Dashboard Overview

The analytics dashboard offers real-time insights into your communication channels and team performance through various widgets, charts, and tables.

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Channels Performance

Monitor the performance of different communication channels through dedicated widgets:

• Telephony Widget: Track traditional voice call metrics
• WhatsApp Calls Widget: Monitor WhatsApp voice call statistics
• Web Widget: Analyze web-based communication performance
• Conference Calls Widget: Track multi-participant call metrics

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Overall Performance Metrics

The dashboard includes detailed bar charts for key performance indicators:

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Call Volume Metrics

• Total Calls: Aggregate number of all calls across channels
• Outbound Calls: Number of calls initiated by your team
• Inbound Calls: Number of calls received from customers
• Answered Calls: Successfully connected calls
• Completed Calls: Calls that reached a resolution
• Missed Calls: Calls that weren’t answered or connected

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Time-based Metrics

• Average Call Duration: Mean length of connected calls
• Average Call Wait Time: Mean time customers wait before connection
• Average Call Resolution Time: Mean time to resolve customer inquiries

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Campaign Analytics

• Campaign Performance: Track success metrics for specific calling campaigns

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Team Performance

The Leader Board provides detailed insights into individual team member performance:

Column	Description
User	Team member identifier
Status	Current availability status
Total Calls	Aggregate calls handled
Inbound Calls	Customer calls received
Outbound Calls	Calls initiated to customers
Answered Calls	Successfully connected calls

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Data Refresh and Export

• Analytics data is updated in real-time
• Export capabilities available for all metrics
• Historical data retention for trend analysis

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Best Practices

1. Regular Monitoring: Check dashboard metrics daily for optimal performance
2. Team Evaluation: Use the Leader Board for performance reviews
3. Campaign Optimization: Adjust strategies based on campaign performance metrics
4. Resource Allocation: Use channel performance data to optimize staffing

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Technical Implementation

The analytics platform uses WebSocket connections for real-time updates and RESTful APIs for historical data retrieval. All metrics can be accessed programmatically through our Analytics API.

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Related Features

• Team Management
• Call Flows
• Channel Configuration
• Campaign Management

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Reports

Voxeme offers comprehensive reporting capabilities across different aspects of your communication system.

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Call Flows Real-Time Analytics

Real-time monitoring and analysis of call flow performance with advanced filtering options.

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Controls

• Date Range Selection: Filter data using From and To dropdowns
• Group By: Customize data aggregation
• Export: Download report data in various formats

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Metrics Visualization

• Service Level: Bar chart displaying service level metrics
• Call Time: Line chart showing call duration trends

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Call Flows Report List

Detailed table view of call flow performance metrics:

• Call Flow Name
• Service Level
• Call Time
• Action buttons for detailed view

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AI Agents Historical Reports

Comprehensive analysis of AI agent performance across different time periods.

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Controls

• Date Range Selection: From and To dropdowns
• Group By: Customizable data grouping
• Export: Data export functionality

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Key Metrics

• Average Duration: Gauge visualization of mean interaction time
• Business Hours Analysis:
  • Within Business Hours:
    • Total interactions
    • Internal communications
    • External communications
  • After Business Hours:
    • Total interactions
    • Internal communications
    • External communications
• AI Agents Activity: Percentage breakdown of agent activities

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User Performance Reports

Detailed insights into individual and team performance metrics.

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Controls

• Date Range Selection: From and To dropdowns
• Group By: Flexible data grouping
• Export: Report export options

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Performance Metrics

• Key Indicators (Gauge visualizations):
  • Total Calls
  • Inbound Calls
  • Outbound Calls
  • Answered Calls
  • Completed Calls
  • Missed Calls

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Performance Charts

• Number of Calls: Line chart with user-specific filtering
• Call/Hold Time Analysis: Line chart showing:
  • Average metrics
  • User-specific metrics

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Leader Board

Comprehensive table showing:

• User identification
• Total call volume
• Inbound call metrics
• Outbound call metrics
• Answered call stats
• Completion rates

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Campaign Performance Reports

Track and analyze campaign effectiveness metrics.

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Controls

• Date Range Selection: From and To dropdowns
• Group By: Customizable grouping options
• Export: Data export functionality

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Campaign Metrics

• Total Calls: Gauge visualization of overall campaign call volume

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Technical Notes

• All reports support real-time data updates
• Export functionality available in multiple formats (CSV, Excel, PDF)
• Custom date ranges and grouping options for flexible analysis
• Interactive visualizations with drill-down capabilities