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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:

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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