Mitel Business Analytics gives insight into the operation of the business communication system that many business
owners and IT managers haven’t seen before. Designed to facilitate anytime, anywhere access to vital
communications data, business leaders can act immediately to optimize business performance whenever the need
arises.
Mitel Business Analytics has two call analytics modules: Insight and Report. Insight provides powerful data
visualization via an intuitive dashboard and essential wallboard. And the Report module delivers enhanced level
reporting, performance dashboards and customized wallboards.
Mitel Business Analytics provides an enterprise with valuable data and insight leading to a rapid ROI, and can also:
The Insight module seamlessly integrates with your hosted telephony to provide a business productivity tool for customer-facing teams monitor inbound and outbound calls:
The Report module delivers enhanced level reporting, performance dashboards and customized wallboards, delivering Insight features plus:
| Features | Insight | Report |
|---|---|---|
| Mobile-responsive application, accessible via web browser across mobile devices |
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| Call data delivered to portal in real-time | Up to 15 mins |
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| API token management with option to set permissions for each | Pre-defined |
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| Configurable dashboards and report filters |
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| Configurable wallboard to display filtered data on tiles with optional transitions, docking panel, links to external URLs and threshold alarms |
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| Wallboard with customisable tiles | Pre-defined |
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| Option to select landing page to be displayed on login |
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| Manage service provider access permissions to the application portal |
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| Language support; UK English, US English, French, German, Spanish, Italian, Dutch, Danish, Swedish, Finnish, Latvian, Lithuanian, Estonian, Polish |
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| Features | Insight | Report |
|---|---|---|
| GDPR compliance management; archive user, mask customer number |
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| Audit trail to retain and display history of all reports that have been run / by whom and full history of any edits made to users and departments. |
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| Features | Insight | Report |
|---|---|---|
| Historical call analytics | 12 months |
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| Detailed call activity; call activity and duration by user |
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| Report on incoming business numbers (DDI) |
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| Multi-level reporting by site, division, department, cost centre |
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| Call traffic reports by hour / half hour | By hour only |
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| Incoming call analytics (measuring call volumes, targets and unanswered calls) |
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| Report on Percentage of Calls Answered (PCA) |
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| Report on Grade of Service (GoS) |
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| Report on unreturned missed calls |
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| Live list of unreturned missed calls |
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| Report on incoming call activity by customer |
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| Customer reports (by CLI / campaign) |
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| Call ringtime, duration and missed calls by DDI |
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| High level Executive Summary Report (Multiple reports consolidated into one single report) |
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| KPI-driven business productivity dashboards detailing call and callback performance by user, DDI and department |
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| Features | Insight | Report |
|---|---|---|
| Extensive report filtering; by date / time / trading hours, user, business level, DDI, campaign, call type / destination / duration / ring time | By date / time only |
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| Use column headers to sort reports in ascending or descending order |
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| Export reports in PDF and CSV formats |
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| Email reports direct from portal to one or many (PDF/ CSV) |
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| Schedule reports (PDF/ CSV/ HTML) to be automatically sent by the system at user-defined intervals |
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| Features | Insight | Report |
|---|---|---|
| Restrict supervisor access by role (Site, division, department, cost centre) |
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| User activity reporting; incoming, outgoing and missed calls and average call duration |
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| User personal wallboard |
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| User personal call history |
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| My console user access to own DDI call analytics |
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| Features | Insight | Report |
|---|---|---|
| Access help videos and user guides from within the application (UK English only) |
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| Inline contextual help throughout the application (UK English only) |
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