Analytics Tools in Wildix Products

CDR-View 2.0

A cloud-based reporting tool that allows to monitor call activity of the employees and get reports related to the number of calls, call duration, usage of trunks, etc, as well as analyze the activity of agents and call groups. Available in x-bees, Collaboration 7 and Collaboration.

Use Case

If you are a call center operations manager, telecom administrator, or department head who needs visibility into overall PBX call activity, CDR-View 2.0 is a perfect tool for that. With it, you can view calls made/received, missed vs completed, agent or call group performance over a selected period of time.

x-caracal

Light and agile ACD stats solution, fully integrated into the Wildix communication system, which allows to monitor real-time performance, see call distribution, agent reports etc.  Available with x-bees, Collaboration 7 and Collaboration.

Use Case
Say, you are a call center or support center manager. During busy hours, you need to keep track in real-time of how many callers are waiting, how many calls are unanswered, which agents are overloaded, etc. Using x-caracal, you can monitor dashboards showing queues, waiting times, unanswered calls, agent availability.

x-bees Sales Intelligence

AI-powered solution in x-bees that offers a comprehensive view of customer interactions, empowering sales teams to analyze and extract valuable insights from their calls and meetings, see transcriptions and recordings, CSAT and sentiment analysis, etc. Available in x-bees only.

Use Case

If you are a sales manager, team lead, or sales performance analyst using x-bees, who wants deeper insight into how sales calls and conferences go, Sales Intelligence is an ideal solution just for you. With it, you can understand customer CSAT and sentiment, identify what parts of calls drive satisfaction or dissatisfaction, and ensure your team is following best practices.

x-bees Live Dashboard

Allows to view all active calls and conferences on the PBX. You can also see status and duration of the conversation with external users, as well as join it.

Use Case

Say, you are a manager supervising your team communications. If you notice a client message marked with the status “No reply”, you can join the conversation to view its contents and ensure the customer receives a timely response.

x-bees Analytics

An advanced yet easy-to-use analytics tool, which allows to build custom tables and reports and address whatever reporting needs you may have.

Use Case

You are a department head, business analyst, or operations manager, who needs even greater visibility into how your organization handles calls, conferences. With x-bees Analytics, you can build customized reports that can perfectly address your business needs.

x-bees Meetings Analytics

Provides reports about conferences held via x-bees, including such information as number of meetings, date/time, title, duration, number of participants, whether they were internal, inbound or outbound, and the meeting status (completed or missed).

Use Case

As a team lead or operations manager, you may be interested in how often your team has meetings with clients or internal sessions, see whether meetings are completed or unattended (“missed”). With Meeting Analytics, you can filter outbound conferences, check how many participants joined, track duration and then identify patterns (e.g., many meetings scheduled but few attendees) and make business decisions based on that information.

x-bees Conversations Analytics

Lets you monitor and analyze conversations between your PBX agents and external users. It shows details such as conversation direction (inbound/outbound), duration, status (completed, missed), participants, etc. You can apply filters (by date, direction, department, duration, status, etc.), save custom views, export data, and schedule reports.

Use Case

As a department manager, you may want to reduce missed chats from clients and improve response times. Using Conversations Analytics, you can filter conversations, see which ones are marked “missed,” check durations, and identify which agents or services are slow to respond. You can also set up scheduled reports with daily summaries of any missed conversations so you can follow up and coach agents accordingly.