Cloud Business Phone Systems

Mitel Business Analytics

Powerful mobile-ready call analytics for business, delivered via dashboards, wallboards and reports

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.

Why Use Mitel Business Analytics

Mitel Business Analytics provides an enterprise with valuable data and insight leading to a rapid ROI, and can also:

Improve customer service
Increase sales by monitoring and improving performance and return missed calls quickly
Improve call handling performance
Detect telephone fraud early
Reduce communications costs (up to 20%)

Key benefits

Business-wide reporting and analytics
Offers flexibility: from 1 to 000s users / from 1 to 100s sites
Pay-as-you-use: Only pay for features you need and use
Zero capital outlay for licenses, hardware or professional services
Managed solution: Zero IT required
Easy to deploy, easy to adopt, easy to use
Accessible from any device: browser, laptop, tablet, smartphone
Dashboards, tiles, widgets, charts for ease of use / understanding
Mobile-optimized for any mobile device

Insight Module

The Insight module seamlessly integrates with your hosted telephony to provide a business productivity tool for customer-facing teams monitor inbound and outbound calls:

Powerful call data visualisation through an intuitive pre-configured dashboard and wallboard
Access key business metrics on any computer or mobile device

Insight data sheet

Report Module

The Report module delivers enhanced level reporting, performance dashboards and customized wallboards, delivering Insight features plus:

Granular reporting by extension, department, DDI and user including unreturned missed call reporting
An extensive catalog of reports
Pre-defined and configurable performance dashboards
Pre-defined and customizable wallboards
Executive summary consolidated report
Schedule, email or export reports

Report Data Sheet

Feature Overview

Fully Featured Call Analytics, Accessible On-Demand:

Features	Insight	Report
Mobile-responsive application, accessible via web browser across mobile devices
Call data delivered to portal in real-time	Up to 15 mins
API token management with option to set permissions for each	Pre-defined
Configurable dashboards and report filters
Configurable wallboard to display filtered data on tiles with optional transitions, docking panel, links to external URLs and threshold alarms
Wallboard with customisable tiles	Pre-defined
Option to select landing page to be displayed on login
Manage service provider access permissions to the application portal
Language support; UK English, US English, French, German, Spanish, Italian, Dutch, Danish, Swedish, Finnish, Latvian, Lithuanian, Estonian, Polish

Facilitating GDPR Compliance:

Features	Insight	Report
GDPR compliance management; archive user, mask customer number
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.

Analyse Business Performance KPIs:

Features	Insight	Report
Historical call analytics	12 months
Detailed call activity; call activity and duration by user
Report on incoming business numbers (DDI)
Multi-level reporting by site, division, department, cost centre
Call traffic reports by hour / half hour	By hour only
Incoming call analytics (measuring call volumes, targets and unanswered calls)
Report on Percentage of Calls Answered (PCA)
Report on Grade of Service (GoS)
Report on unreturned missed calls
Live list of unreturned missed calls
Report on incoming call activity by customer
Customer reports (by CLI / campaign)
Call ringtime, duration and missed calls by DDI
High level Executive Summary Report (Multiple reports consolidated into one single report)
KPI-driven business productivity dashboards detailing call and callback performance by user, DDI and department

Filter, Export, Email and Schedule Reports:

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
Use column headers to sort reports in ascending or descending order
Export reports in PDF and CSV formats
Email reports direct from portal to one or many (PDF/ CSV)
Schedule reports (PDF/ CSV/ HTML) to be automatically sent by the system at user-defined intervals

User Activity Reporting:

Features	Insight	Report
Restrict supervisor access by role (Site, division, department, cost centre)
User activity reporting; incoming, outgoing and missed calls and average call duration
User personal wallboard
User personal call history
My console user access to own DDI call analytics

Online Help On-Demand:

Features	Insight	Report
Access help videos and user guides from within the application (UK English only)
Inline contextual help throughout the application (UK English only)

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