Call Analytics

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Call Analytics Overview

Call Analytics provides a business with a web-based reporting package that allows them to run and email reports on all aspects of calls made, attempted calls, received calls and missed calls. Likewise it enables this call data to be presented in live visual Wallboards for Call Centre operations.


Call Analytics provides users with a mobile-optimised suite of call analytics that can be accessed via any web browser. There are 3 core modules available and only one can be used at a time, as you upgrade, you gain the functionality from the previous packages (I.E. iCS Report Premier can perform the functions of both iCS Insight and iCS Report).

ExploreiCS Insight ExploreiCS Report ExploreiCS Report Premier

iCS Insight

iCS Insight is a business productivity tool delivering powerful call data visualisation via a predefined dashboard and wallboard, key features of this module include:

  • An intuitive and easy to navigate interface
  • View hourly or daily call distribution
  • View call activity by each DDI, Extension, or User
  • View a summary of all missed calls
  • Display unreturned missed calls by caller ID
  • Display key business metrics (Such as DDI, User, and Business Summary)

iCS Report

iCS Report delivers enhanced-level call reporting and analytics, in addition to all the iCS Insight package features, you also gain access to custom dashboards, wallboards, detailed reporting, and report scheduling - key features of this package include:

  • Schedule reports for yesterday, last week, last month, or custom dates
  • Browse an extensive catalogue of reports or use filters to customise your own
  • Custom reports can be generated on call activity by extension, department, hunt group, DDI, user, total calls, destination, talk time, and ring time
  • Incoming call analytics measure call volumes, targets, grade of service, percentage calls answered, calls abandoned, longest waiting, and unreturned missed calls
  • Executive reports collate data from multiple reports to provide observations and recommended actions

iCS Report Premier

iCS Report Premier enhances the functionality of iCS Report by adding live call statistics, and the ability to monitor contact centre queues and agents. Monitor call activity via live dashboards, reports, and wallboards for latest minute contact centre analytics and granular reporting:

  • Real time reporting on numerous metrics such as total calls, destination, talk time, ring time, grade of service, percentage of calls answered, number of calls in queue, calls abandoned, longest waiting, and unreturned missed calls.
  • Live call statistics for queues and agents, such as number or duration of calls, and availability
  • Supervisor management tools including agent presence monitoring
  • Performance review calculations for future planning of agent calls

Package Comparison

Feature iCS Insight iCS Report iCS Report Premier*
Accessible via web browser across mobile device
Data refresh rate Up to 15 mins Near real-time Live
Downloadable report
Reports in multiple output formats (PDF, CSV)
which can be emailed to any email address(es)
Report filters Time and date filters only
Wallboard options* 1 4 7
Historical call analytics 12 months
Reports by DDI Time and date filters only
Reports by hunt group and call centre
Call traffic reports by hour and half hour Hour only
Customer reports (by CLI) Time and date filters only
Unreturned missed call reports
Incoming call analytics (measuring call volumes,
targets, unanswered calls, abandoned wait time)		 Time and date filters only
Incoming calls Percentage Calls Answered (PCA)
Incoming calls Grade of Service (GoS)
Multi-level reporting by site, division,
department, cost centre
Restrict Supervisor access by role (Site,
division, department, cost centre)
High level Executive Summary Report (Multiple
reports consolidated into one single report)
Report scheduling (by day, week, month)
Call ring time, duration and missed calls by
DDI / hunt group
Live call waiting in business by DDI
Live waiting time for calls by DDI
Live calls waiting and waiting time by call
centre queue
Availability (showing subscriber on call,
free etc.)		 Yes, but delayed
My console user access to own call analytics
Integration with external data widgets via APIs**
*Please check availability of iCS Report Premier on your hosted telephony system.
**Only specific CRMs covered, all work to integrate will be carried out by the end user.

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