https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/ Recent content in Call Analytics on ~.Dimensions.~ Hugo -- gohugo.io https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/segmentation/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/segmentation/ Call Segmentation # Call segmentation is the name given to how the system models telephone calls. Understanding how calls are modelled is important in understanding the data which is displayed on reports and wallboards. The following section explains how the system models calls, the difference between single/multi segment calls and what effect they have on the data displayed. What is Call Segmentation? # Telephone calls can range from being relatively simple with just two connections involved, to increasingly complex cases such as multiple transfers or conference calls. https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/summarizeddata/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/summarizeddata/ Summarised & Aggregated Data # This section reviews how call data is aggregated/summarised when viewing reports based on segmented/non-segmented data. Aggregation The combining of the data from multiple call segments into a single call session to view the call as a whole rather than individual segments. This is done on Non-Segmented call lists and allows the user to view a call as a whole rather than the multiple call segments that may be involved. https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/concepts/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/gettingstarted/callanalytics/concepts/ Call Concepts # The following concepts apply to call analytics and have an effect on how call data can be analysed. It is important to understand these concepts to help with configuration and to ensure the system is used to its full potential. Glossary # The following table outlines terms used in the context of communications platforms and analytics. Name Description Account A communication server/PBX instance ACD Automatic Call Distribution, a way of distributing incoming calls to agents Agent A user that can log in to receive calls from Queues that provide ACD features Call A telephone call between two or more parties.