What's New in Virtual Office Analytics 2.0.2?

In this release we have introduced the following features, along with key usability and performance enhancements:

Enhancements in Call Detail Records Report (Beta Call Details)

You now have the ability to access all of your CDRCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more. data in one report! We have removed the 20k record limit on screen and in downloaded reports. You can now search and access the entire set of call detail records without any upper limit, and filters are applied to the entire results set.

Timezone Based Reporting

In the new Call Details Report (currently being released as Beta Call Details) you now have the ability to select a custom timezone for your report.

Improved Performance

We have also introduced improvements in the ease of use and performance. No matter how big your CDR report is, we will present it to you at warp speed.

Improved Usability

We made frequently used options/features easier to find to make your experience more intuitive and faster.

  1. Date filter: The date filter has improved and is now located on the desktop. By default you can view today’s data. It’s quicker and easier to set the desired date range.
  2. Time Zone and Simplified CDR: Access the time zone and Simplified CDR options with a simple click.
  3. Add Columns: Now it’s easier than ever to add additional data to your report. Simply click and select the columns you want to include on screen and in the downloaded report.
  4. Download button: Download the CDR report by clicking . The download button is now always available at the top right corner of the page.
  5. Refresh search is now embedded in the search. Simply click the search button to refresh.


Enhanced Search Capabilities

What has Changed?

Default Data Columns: In the CDR report, you cannot delete any of the default data columns from the display, but you can add more fields to the display. Simply click and select all columns or desired columns to view and click Search.

Improved presentation of call details: Simply select any call in your CDR report and click the call ID. The call details show in a dedicated panel that pops to the right.

What's New in the Virtual Office Analytics Release 2.0.1?

Enhanced Computation of Wait Time of Queued Calls

In the Queue Call Data dashboard, the wait time in the queue now offers data for abandoned calls in addition to the calls that were answered by an agent. If callers abandoned calls while waiting in a queue, but before being answered, you can now view how long they waited. This helps in understanding the wait time in queues and thereby allows making decisions on staffing.

Limitation

Calls directed to a queue do not display wait time when:

These calls are not placed in the queued state.

Introducing the Percentage of External Answered Calls

In the Extensions Summary report, you can now access the percentage of answered external inbound and outbound calls handled by extension users.

This data is available in scheduled reports and downloaded reports as well.

Usability Enhancements

We have introduced a few usability improvements in the application.

Previous Releases

 


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