In short: BT Cloud Voice Call Analytics is an optional add-on that reports on calls made, attempted, received and missed, at company, department, team or user level. There are three packages: Insight, updated every 15 minutes with 12 months of history; Report, adding customisable and scheduled reports with 60 months of history; and Report Premier, adding live queue and agent data.
What BT Cloud Voice Call Analytics is
Call Analytics is BT's reporting add-on for BT Cloud Voice. It collects data on calls made, attempted, received and missed, and shows it as reports and trends at company, department, team or individual user level.
Unlike most optional extras, Call Analytics can be added to users on any feature pack: Basic, Connect or Collaborate. Licences are allocated to users and can be reallocated as your team changes.
Reports are viewed in a separate Call Analytics portal, which you can open from any internet-connected device with a supported browser. The portal has its own login, which is not the same as your BT Cloud Voice Business Portal login.
Insight, Report and Report Premier compared
There are three packages. Choose by how far back you need to look and how much you want to customise.
| Package | Data history | What it adds | Typical user |
|---|---|---|---|
| Insight | Up to 12 months | Pre-built dashboards on missed and unreturned calls, incoming volume, percentage answered, ring time and duration, with data updated every 15 minutes; reports can be emailed as PDF or CSV | Small teams who want to see missed calls and busy times |
| Report | Up to 60 months | Everything in Insight, plus a catalogue of report templates you can customise, your own dashboard and wallboard, real-time data on calls made, received and missed, and reports scheduled by email | Managers who review performance weekly or monthly |
| Report Premier | Up to 60 months | Everything in Report, plus live data on queues and agents, calls waiting and in progress, contact-centre wallboards and supervisor tools | Contact centres and busy shared lines |
BT's brochure notes that some agent activity reporting, such as live agent status, needs an extra View Agent licence. Package features are updated by BT from time to time, so we confirm the details of each package, including wallboard options, when you order. BT also runs training webinars for each of the three packages.
What you can measure
Typical questions Call Analytics answers:
- How many calls did we miss last week, and at what times of day?
- Which hours and days are busiest, and are we staffed for them?
- How many calls does each department or team handle?
- How long do callers wait, how long are calls, and who hangs up?
- Which missed calls have not been returned yet?
- How much outbound calling is the sales team doing?
- Are call volumes rising or falling month on month?
Because reporting works at company, department, team and user level, the same data serves a managing director looking at the whole business and a team leader looking at one group.
Turning reports into better call handling
Reports matter only if they change something. Typical changes a business might make in BT Cloud Voice after looking at its data:
- Missed calls at lunchtime often mean a hunt group needs more members, or a different ring pattern, at those hours.
- Long waits at peak times suggest moving a busy line to call queues with Call Centre ACD, with comfort messages while callers wait.
- Calls arriving before opening time can be handled by an auto attendant schedule with an out-of-hours message.
- One person taking most calls may be a reason to add a Receptionist console or spread calls more evenly.
Call Analytics tells you how many calls there were and what happened to them. To know what was said, add call recording. Together they give supervisors both the numbers and the detail.
Logins, access and your data
- Separate credentials. After ordering, users sign in to the Call Analytics portal with their own Call Analytics credentials. A forgotten password is reset from the portal's sign-in page.
- Help in the portal. The portal includes a user guide and help videos on allocating licences and configuring reports, exporting and emailing reports, favourites and scheduled reports.
- Keep copies of what you need. If the service ends, access to your reports ends with it, so export anything you need to keep before then.
- Call data is personal data. Reports show phone numbers and staff activity, so limit who can see user-level reports and tell staff how call data is used.
Choosing a package with Forever Communications Limited
Forever Communications Limited, a BT Business Partner, helps you decide whether you need Call Analytics, which package, and for which users. We look at:
- What you want to know, and who will read the reports
- How far back you need to look (12 months or up to 60 months)
- Whether you need live queue and agent data, wallboards or scheduled reports
- Which users and groups to license, now and as you grow
Call Analytics is priced as an optional extra, so ask us for a quote. Contact us to add Call Analytics to BT Cloud Voice.
Why buy BT Cloud Voice from Forever Communications Limited
Forever Communications Limited is part of Forever Group and a BT Business Partner. We supply, set up and support BT Cloud Voice for UK businesses, schools, charities and public sector organisations, from a handful of users to multi-site teams.
- A named partner who plans your numbers, call flows, user feature packs and handsets with you
- Number porting managed for you, timed to avoid downtime
- Connectivity checked first, so call quality is right from day one, with BT business broadband and BTnet available if you need it
- Help with the digital switchover, including alarms, lifts, card terminals and other analogue lines
- Training and ongoing support for the apps, Microsoft Teams integration, moves, adds, changes and faults
BT Cloud Voice is a business service. We do not sell consumer or home phone products.
Want a BT Cloud Voice quote for your business?
Tell Forever Communications what you need and we will come back to you by email with options, not a hard sell.
Contact usFrequently asked questions
What is BT Cloud Voice Call Analytics?
BT Cloud Voice Call Analytics is an optional reporting add-on that shows calls made, attempted, received and missed, with trends, at company, department, team or user level. It comes in three packages: Insight, Report and Report Premier.
Is Call Analytics included in BT Cloud Voice?
No. It is an optional extra that can be added to users on any feature pack, including Basic. Ask us for a quote.
How much call history does BT Cloud Voice Call Analytics keep?
Insight keeps up to 12 months of call data and reports. Report and Report Premier keep up to 60 months.
Is the Call Analytics login the same as the Business Portal?
No. Call Analytics has its own portal and its own sign-in details, separate from the BT Cloud Voice Business Portal.
Can I see live queue statistics on a wallboard?
Live data on queues and agents, including calls waiting, and contact-centre wallboards come with the Report Premier package. Report includes a customisable wallboard for your own KPIs. We confirm the current options when you order.
Can Call Analytics email reports automatically?
All packages let you email reports as PDF or CSV. Report and Report Premier also let you schedule reports to be sent automatically by email at intervals you choose.