Introduction to Analytics
RedRoute's Analytics help you make the best decisions for your business. This article lays out some new features that you can use with our revamped Analytics page.
Intents and SubIntents
An Intent is the reason the customer is calling. SubIntents are a further breakdown of the intent.
For example, for taxi customers, the New Ride intent encompasses the following SubIntents:
ASAP Rides
Reservations
Account Rides
Medical Rides
The following are some of the SubIntents that the Returns intent encompasses for eComm customers:
Online Help
Policy Inquiries
Exchanges
Subintents provide a more granular look at your data. In the next section, we'll show some examples of how to get a further breakdown of your calls.
Please note, a label of Other for intent or subintent corresponds to a call that ended or was forwarded before RedRoute gathered intent information.
Getting a Breakdown of Calls
Drill Downs
From the Reporting tab(s), you can Drill Down into your data to get a further breakdown of your calls. Simply click on the relevant intent bar in the Intent Breakdown tile and click Drill by SubIntent. From here, you can see more information about SubIntents, including frequency, and automation metrics.
Call by Call Analysis
Individual Calls
From the Call by Call Analysis tab, you can access information about specific calls. Each row represents one call. There are a number of filters you can use to narrow your search to the relevant calls.
A couple of notes on filters:
Direction (In/Out): This outlines whether the call was inbound to your call center, or outbound from your call center.
Call Start Time: This refers to the UTC time the call reached RedRoute. Make sure to convert your local time to UTC before filtering.
Customer Phone Number: This is the phone number of the customer who called.
Note: When searching for a phone number, make sure to include an area code.
For example, if the customer's phone number is 2223334444 you would put (1)2223334444 in the filter for a US caller or (44)2223334444 for a UK caller.
Space: In general, make sure any leading or trailing spaces are removed when searching.
Recordings
Each row in the Call by Call Analysis tab has an associated recording that you can easily access via the Recording column at the far right of the page.
Simply click on the Recording column in the relevant row to access the recording. A new tab with the recording will open. From here, you can listen to or download the recording.
Please note that recordings older than 30 days and outbound call recordings are not available via the portal. If you see the message below when accessing a recording contact support for recording access.
Filtering Data
Basic Filtering
You can perform basic filtering in a snap! Just make sure you hit the reload wheel in the top right corner of the page after adjusting your filters.
Troubleshooting
If you've updated your filter, but your data is not changing, hit the 3 dots ( ⠇) in the top right corner and click Clear Cache and Refresh. This ensures that all filters are updated correctly!
Downloading Data
You can download data from anywhere! Just look for the 3 dots
( ⠇) in the top right corner and click Download Data on any visualization in the Analytics page.
