Call Analytics Product Bulletin

Introduction

If telephone contact plays a key role in your business, or that of your customers, BluIP can give you a truly transformative edge. BluIP's cloud-based call analytics and call management services lead the industry in both innovation and value, offering unprecedented insight into how your contact processes are working, and how you can optimize them for a game-changing, ultra-responsive customer experience.

As a cloud-based service, BluIP offers certain clear advantages. It is highly scalable: from as few as two users to as many as 10,000, with updates and enhancements occurring automatically. It's also quick and easy to set up, with no additional hardware, software or capital expenditure required.

BluIP's Call Analytics solution provides end users with over 200 sets of historic and real time statistics, a wallboard application to monitor operations on the go, multi-site reporting, as well as abandoned call recovery. These features work in tandem to provide you with a data-backed understanding of your business to optimize your resource allocation.

Getting Started

BluIP Call Analytics License Types:

BluIP Standard	Historic and real time call analytics and comprehensive reporting. Monitor extension activity and the status of your colleagues. Recover abandoned calls. Desktop Wallboard.
BluIP Advanced	A complete contact center tool. Monitor automatic call distribution (ACD) and do-not-disturb activity. Effectively measure ACD agents' statuses, activities, and performances. Desktop Wallboard.

More information on selecting a service level:

How to Login

Go to https://analytics.masteraccess.com
Click on Sign In. See Figure 1.

Enter your User Name and Password.
Select whether or not you would like your computer to remember your login credentials.
Select your Language.
Click Sign In. See Figure 2.

Telephony Servers

How to Create your First Telephony Server:

From the home screen click on Administration. See Figure 3.
Click on Telephony Servers. See Figure 4.
Click on Add. See Figure 5.

You will now be brought to the "Add New Telephony Server" Page. This is where you build your company within Call Analytics.

Enter a Description. The Description should be the name of your company or enterprise. See Figure 6.
(Optional) Adjust your time zone. See Figure 7.
Click Add. See Figure 8.

Except for the information above, all other entries are pre-populated once you click on "Add."

Once you have established a Telephony Server, you will need to create a Partition. Partitions allow you to segregate a telephone system into multiple areas in order to allow users specific visibility on certain devices & ACD agents when running reports or administering the application.

For example, the Telephony Server represents the enterprise, such as "Sunrise Hotels" and the Partition is a subdivision of the enterprise, i.e., "Sunrise Las Vegas".

Partitions

How to Create a Partition:

Under Administration, click on Partitions. See Figure 1.
Select the Telephony Server you just created. See Figure 2.
Click Add. See Figure 3.

Enter a Description. In the Example below, the Description is labeled by the name of the specific Hotel (Sunrise Hotel Las Vegas). See Figure 4.
Select the License Type (Standard 1000 or Advanced 2000). See Figure 5.
(Optional) Adjust the Time Zone. See Figure 6.
Select your type of Telephony Server (Enterprise or Enterprise Group). See Figure 7.
Enter your Enterprise ID or Group ID. See Figure 8.
Click Add. See Figure 9.

When Adding a new Partition for the First Time:

Select Perform Synchronization Now.
Select Retrieve All Extensions / Agents.

This will initiate a hard synchronization between Call Analytics and BroadWorks. This will then populate all of your extensions, agents, and devices into your Partition/Telephony Server's profile. See Figure 10.

Reports

To Run a Report:

Click on Add Report.
Select a Report Style. See Figure 1.
Name your report. In the example below, the report is titled "Sunrise Hotels: Wallboard". See Figure 2.
Select how you would like your report to be displayed. See Figure 3.
Select the Date/Time parameters for your report. In the example below, the Wallboard will be displayed in Real-Time. See Figure 4.
Click OK to run your report, OR Select Filter to filter through specific Partitions or Telephony Servers in your report. See Figures 5 and 6.

Run Filters in Your Report (Basic):

Select Filter. See Figure 1
Select your Telephone Server. In the example below, the selected server is Sunrise Hotels. See Figure 2.
Select your Partition(s). In the example below, the selected Partition is Sunrise Hotel Las Vegas. See Figure 3.
Click OK to run your report.

To Print Out Your Report (From the Report Filter Page):

Select Print. See Figure 1.
Click on the "Printable Output" pull down menu. Select whether you want to print out Tabulated Data Only, Chart Only, or Tabulated Data + Chart. See Figure 2.
Click OK. See Figure 3.

This will save your settings for all reports you have available. Click on the Printer Icon and select whether you want to generate a PDF Document, RTF Document, or Printable HTML View. See Figure 4.
Your report will generate and download in a new browser tab.

5 Helpful Reports to Get you Started:

Report Name	Description
Desktop Wallboard	This report style displays real-time statistics in large individual tiles, where each statistic can have a specifically configured alarm. The report style is extremely useful to show an overall summary of business or call center performance, which for some appropriate environments can be displayed on a large plasma screen in order to show key call handing metrics to phone users, team leaders, and managers. See Figure 1.
Historic Call List	This report style generates a historic list of call records for call segments that have already ended. The list may display one or more entries for the same underlying call, for each segment of the call that was transferred or diverted between different locations in the telephone system. The reporting style can be run against any date/time option, although the report style doesn't support customizable report row sorting where rows are always ordered by their "Time Ended At" field value. However, when the style is run for the "Real-Time" date/time option, newly ending segments of active calls are automatically appended to the end of the generated report output as they terminate on the telephone system. See Figure 2.
Extension List	This report style shows a list of all internal devices in a table excluding trunk & hunt group devices. Call statistics are displayed against each item when the report is configured for display in detailed table viewing mode. The report style also supports display using the icon (BLF) view types. When run against the "Real-Time" date/time option, this report type also supports dynamic row highlighting based on the corresponding device's call state. See Figure 3.
Hunt Group List	By default, this report style displays a list of all hunt group devices in a table, with call statistics shown against each item. The report style also supports display using the icon (BLF) view types. See Figure 4.
ACD Agent List	By default, this report style shows a list of all ACD agents with call statistics displayed against each item, when the report is configured for display in detailed table viewing mode. The report style also supports display using the icon (BLF) view types. Please note that ACD Agent functionality for trunk users is not currently supported on the Call Analytics Platform. See Figure 5.

Download Printable PDF Version Here:

Call_Analytics_Product_Bulletin.pdf

Introduction

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