Analytics All hotlines under control

Availability by phone is a topic that is often discussed emotionally. Thanks to TeamDesk's Analytics feature, you'll never have to rely on your gut feeling again. Not to mention listening to the gut instincts of others. With Analytics you always have all the data at hand.

In the intuitive web interface you can see at a glance how many calls reach your department every day. How long the callers wait. How many calls are missed and on which days & at which time the loss rate is highest.

With just a few clicks, you can filter the calls for internal/external as well as direct calls & hotline calls. Time periods can be compared flexibly. Use comparative data to plan how many of your team need to be available on a bridge day. And deploy your resources in such a way that caller peaks are absorbed without jeopardising your service level.

With the combination of TeamDesk & Analytics, you can effectively and purposefully optimise your availability. And to be there for your customers more than ever!

High data density with best overview: To use the intuitive web interface of Analytics, you need neither training nor a manual.

• Filter: Hotline calls | Direct calls
• Filter calls: All | External | Internal
• Filter business hours: All  | Within | Outside
• Calls: Total | Accepted | Missed
• Service level
  
• Average caller waiting time
  
• Average call duration
  
• Average Handling Time
  (call duration + follow up time)
  
• Waiting time before the callers hang up
• Heatmap: On what days and at what times were most calls missed?
• Evaluation of call acceptance, availability, call duration & follow up per employee
• Freely definable comparison periods
  
• Near-Live-View
  
• Monitoring groups can be set up across locations, teams and pbx systems
  
• Intuitive Web frontend
• Excel export

Data analysis and data protection go hand in hand in Analytics. All functions were developed on the basis of the current guidelines of the GDPR.

• Data is only collected for specific purposes.
  
• No personal data is collected from the callers.
• Personal data of employees can be deleted retrospectively.
• Regular Data deletion configurable
  (from one day up to 30 years)
  
• Individual data protection settings can be defined for each team:
  - Display analytics data with employees` names
  - anonymised analytics data
  - no individual evaluation of employees at all
  
• When changing the data protection settings, all personal data can be made anonymous or deleted according to the new data protection settings for each team.
• A separate data protection officer for analytics can be set up in the administration.