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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