CT Analytics / Webex Calling / Features and Benefit Guide

CallTower Analytics for Webex Calling

CallTower Analytics enhances Cisco Webex Calling CX essentials by providing deeper, customizable insights into call activity, agent performance, and customer interactions. It helps businesses optimize contact center operations with actionable analytics for improved efficiency and customer outcomes.

Key Features

• Advanced analytics.
• Real-time wallboards & leaderboards.
• Agent utilization insights.
• Workforce management.
• Enhanced reporting.
• Role-based access & permissions.
• Cross-organizational use.

Full Feature Set

Real-Time (<1 Sec) Visibility Of:

• 400+ metrics.
• 16 chart styles.
• 12 months of data.
• Active calls, user presence, agent status, and live queue activity.

Report Call Activity Against:

• Users, devices, hunt groups, call queues, agents, auto attendants, voicemail, and more.
• Custom intervals (15 minutes to 1 month).
• Telephone numbers, DNIS, and call legs (historical call logs).

Filter Reports By:

• Users, devices, hunt groups, call queues, agents, auto attendants, voicemail, and disposition/reason codes.
• Custom timeframes (up to 12 months).
• Call direction (internal/external) and ACD/Non-ACD call reasons.

Report Consumption:

• Real-time reports & dashboards in the portal.
• Scheduled emails.
• API downloads.

Role-Based Access Control:

• Fully granular permissions for analytics.

Industry-Specific Use Cases

Healthcare

• Business Context: Managing high patient inquiry volumes through a centralized call center.
• How It Helps: Real-time dashboards display active call statuses and queue times, enabling efficient patient flow management and workforce planning.
• Benefits:
  • Improved patient satisfaction with real-time insights.
  • Customizable metrics for tracking call patterns.
  • Enhanced reporting for compliance with healthcare regulations.

Retail

• Business Context: Managing high call volumes for customer support, product inquiries, and orders across multiple locations.
• How It Helps: Customizable filters monitor performance metrics like call duration and abandonment rates, while cross-location tracking benchmarks store performance.
• Benefits:
  • Real-time visibility across stores for consistent customer service.
  • Proactive inventory and marketing adjustments based on call trends.
  • Automated reporting for swift action by regional managers.

Finance

• Business Context: Monitoring client communications for consultations, follow-ups, and compliance.
• How It Helps: Role-based access controls ensure secure monitoring of call logs and agent activity, while real-time analytics improve client interaction management.
• Benefits:
  • Advanced filtering for service quality and compliance.
  • Comprehensive reports for audits and client satisfaction metrics.
  • Automated reporting for secure data handling and transparency.

Comparison: CallTower Analytics vs. Webex Analytics

Conclusion

CallTower Analytics for Webex Calling provides advanced, real-time insights and customizable reporting to optimize communication and customer experience. With industry-specific use cases and robust features, it outperforms standard analytics tools, empowering businesses to achieve operational excellence.