Quick Guide Content
Call Analytics Quick User Guide
Running Reports ... 3
Logging in ...3 Report Tab...3 Saved Reports ...3 Custom Reports ...3Reviewing Reports ... 4
Totals, Average, & Single ...4
Details ...4
Cruncher ...4
Account Codes ...4
Features...4
Call Legs or Drill down ...5
Initial Setup ... 6
Masergy Call Analytics is a call accounting application that integrates seamlessly with your Masergy services. Masergy Call Analytics detects outbound and inbound calls, abandoned calls, and other activities, it works on your browser and can view reports and export them to .PDF and .CSV files.
First you need to be assigned in Broadworks the “Analytics Group Admin” by your administrator.
Logging in
You must be assigned an administor for Call Analytics, Go to https://analytics.broadcore.com
Enter your Analytics Web Portal Credentials and password
Report Tab
There are many reports available. They are incoming, outgoing, or both. For details on what the report shows, click on the blue to the left of the report name.
To run the report, click on the in, out, or both. You can view Reports in table form and many are also available in graphical form.
Saved Reports
If you run a particular report regularly, you can save it. While you are looking at a report click the Disk Icon.
Custom Reports
If you do not see the report you would like, feel free to contact Client Services to see if we can create a custom report for you.
Insert between Report Tab subsection and Saved Reports subsection:
Each report allows you to select a date range.
The data collected on any day is Midnight to midnight. (12:00am to about 11:59pm) Or if the date is today, then data collected is from midnight to current time.
The information will be reported with newest data first. You can refresh and the newest calls will appear on top.
The column heading can be clicked to sort the data.
Below is an outline of the types of results you can find in the different types of reports.
Totals, Average, & Single
These reports gives an overall count of all data together.
Some reports view the entire group, other reports you can select one, a subset, or the entire group.
Details
These reports show individual call details these are sometimes known as call records.
Some reports view the entire group, other reports you can select one, a subset, or the entire group.
Cruncher
These reports are more advanced and have an easy to follow interface to collect information and create a detailed report based on a specific set of criteria.
Account Codes
The Account Code reports utilize the Broadcore service by the same name. Account Codes allows the users to assign a code to each call for tracking purposes. This can be very useful if you bill clients for calls, such as law offices, architects, etc.
View more info on account codes here. Or contact [email protected]
Features
Reports have an initial incoming, outgoing, or both option. Not all reports have all options. There are six options on the reports:
Refresh
This allows you to update the report adding new calls that have completed. Also if you change date range, or other search criteria this will update the data viewed and graph.
Help
Help opens a new window of helpful tips and information on how to use Call Analytics.
Print automatically opens the Print window box where you can choose which printer and settings for the current screenshot.
Save
This allows you to save a report with settings so you can come back to it easily. See the Saved Reports Tab.
Send Report by Email
If you use “Add Personal Email Addresses” feature, be sure to:
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Type in the address.•
Click Add.•
Then click the check the box in front of email addresses.•
Then click Email report.Schedule the Report
You can schedule to send emails on a daily, weekly, or monthly basis. See above for email instructions.
Call Legs or Drill down
This feature allows you to view all legs of a particular call. This feature is shown by a magnifying glass.
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For example a client called your auto attendant, and dialed an extension, was transferred to a call center and then to a call center agent.•
Another common example is a call comes in to a direct dial number and itsimultaneously rings on the mobile device. You will see both legs. If you answered one there will be a duration other than zero. The unanswered leg will have a duration of zero.
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Also, calls that are transferred to voicemail will show that leg as well. The number showing is the voice portal number.Replace existing Initial setup subsection:
To get your login activated for Call Analytics. One time setup:•
Go to http://login.broadcore.com and use your administrator account.•
Go to your user (group>>profile>>users>>one particular user>>profile>>assign services.•
Add Analytics Group.Admin service pack from Left to Right and Save.Once this is done, and everytime you’d like to access Call Analytics,
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Go to https://analytics.broadcore.com•
Use your USER login: phone number.eg: [email protected]
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Not your phonenumber.admin account.•
Enter your user web portal password. Not your admin password.The first time you login, call Analytics site will prompt you for your email address. Enter it now and login.
Insert after Saved Reports subsection:
Troubleshooting
If you have trouble you can contact [email protected] or dial 611. The first steps they will take you through are
