Call analytics
From the main menu, go to Configuration > Call center > Call analytics
Call volume
You'll find the following information in the form of a dashboard and graphics for the selected period:
- total number :
- calls
- incoming calls
- outgoing calls
- answered calls
- missed or unanswered calls
- transferred calls
- percentage of calls answered within 60 seconds
- average :
- time to answer
- connection time
- average call length
On this page you'll also find a graphic showing the number of calls per hour.
Call ratings
At the bottom of the page you'll find the ratings left by guests at the end of the call.
They will be able to rate the call via an interactive voice service that allows them to leave a rating between 1 and 3 on the quality of the call.
Call dashboard
From the main menu, go to Configuration > Call center > Call dashboard.
You'll find the complete list of calls
Calls recording
From the main menu, go to Configuration > Call center > Call recordings.
You'll find call recordings, enabling you to monitor and control call quality.
More exhaustive than the call dashboard, the information displayed includes :
- the user who answered
- guest information
- reserved property
- type of call: outgoing or incoming
- reason for call with :
- reason: reservation modification, cleaning issue, wrong instructions, etc.
- category: past reservation, ongoing reservation, future reservation
- duration of call
- the rating left by the guest
- comment from the call center agent
- recording of the call
To listen to the recording, click on the Play button
N.B.: Calls recordings are deleted after 30 days.