Enhanced Analytics Overview and Support
Enhanced Analytics is a new system we are offering to have further control and reporting in an easy to read format. This system can give detailed reports via Agent, DID, Ext, Call info, Call type, Agent Status and much more that can be sent to you on a schedule or pulled up for immediate results. The system also records any length of historical detail from the day you signed up for it.
Getting Started:
Work with your account manager to designate an admin and we will provide credentials to log in to the system. You will be greeted by this left hand menu when you log in and we will go over each section. For general information about each section refer to this guide. https://docs.na.xarios.cloud/en-us/gettingstarted/intro/
Favorites:
In this section you can see all of your previously favorited searches, filters or categories which you have deemed to be the most important and needed for quick access.
Favorites can be added or removed by toggling the star (
) icon next to any report, wallboard or filter.
Recently used items are displayed in the order last used and are kept up to date automatically by the system.
Wallboards:
Wallboards are designed to make key performance information available to a large number of users. They provide real-time updates about calls, including active calls, so that action can be taken to maintain service levels. Wallboards are customizable with images/videos to promote corporate brands and can also be configured with alarms to ensure potential issues are brought to a supervisor’s attention.
For more information, please refer to https://docs.na.xarios.cloud/en-us/realtime/
Reports:
Reports provide access to all historical call information stored within the system. They can be used to lookup specific calls, track system usage, user performance or to identify trends. Reports are fully customizable, can be rendered as grids or charts and can be exported to Excel.
For more information, please refer to https://docs.na.xarios.cloud/en-us/reports/
Filters:
Filters are used throughout the portal to ensure that the information being displayed relates to the required calls, queues, users etc. Filters created and stored in the workspace are available for all workspace users when running reports or configuring wallboards.
For more information, please refer to https://docs.na.xarios.cloud/en-us/workspaces/filters/
Schedules:
Schedules can be used to run reports on a regular basis and have a link to them delivered via email. This saves time waiting for reports to be run.
Agent Add On:
This is an additional license that allows users to be tracked fully through a call center for advanced reporting regarding all interactions within the queue. This is an excellent tool not only for Quality Assurance, but also to gather an understanding of your average customer experience
How to Make the System Work for You:
The majority of changes or customization for your company would be in Filters. We would suggest looking over what options for filters are available and determine what suits your company best. Many clients will be interested in Agent status, creating Agent teams to monitor individually, and monitoring the amount of dropped or abandoned calls.
Once a filter group has been determined, use Reports to select the category the filter best applies to and use the drop down at the top for filters to select the filter you created.
To create a Schedule to receive all the reports created automatically, you will need to use the Schedule option on the left, select Create Schedule in orange, and follow the menu to name, add a filter and a specific report to be sent to you on days of your choosing to the email of choice.
How To Change Your Permissions:
Changing User Permissions:
- Navigate to settings on the left hand bar
- Select Users from the drop down
- Find the User you would like to affect
- Select Edit on the right hand side and change permissions as you see fit.
Adding A Wallboard:
- From the Main Menu select Wallboard from the left hand side
- Choose the drop down and select Create New View